Consumer complaint received 2016-08-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
On XXXX XXXX, XXXX, my husband and I called Capital One to close our credit card. We paid the outstanding balance of {$99.00} by debit card and closed the account. Now six months later, we applied for a new mortgage and after 3 days and many hours of calling Capital One found out that the payment in XX/XX/XXXX did not go through because they had mistakenly tried to take it out of an old XXXX XXXX XXXX account that they had on file which was closed in XXXX. It was our XXXX XXXX account, where all of the most recent payments had been made from that they should have taken the payment from. Without ever receiving any notification by email, letter or phone call, that the payment did not go through or that there was still an outstanding balance, we were informed by our mortgage company that suddenly in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, Capital One started reporting our status as late. Even though they have record in their own files that it was closed in XX/XX/XXXX and that payment had been attempted. They then agreed to listen to the phone call to determine how the mistake had been made by the agent. After " supposedly '' listening to the call they informed us that they decided that they would not remove the lates and refused to give us any details of the phone call or the reasons why. We could not have possibly verbally given them the account # for the XXXX account because we had not used that account for over 4 years. I say " supposedly '' because they were unable to give us any details of the phone call and why they made that decision. This was clearly a mistake by the agent over the phone and we feel that it is unethical for them to ruin our credit report and prevent us from buying our dream home because of their error. Our payment history was perfect up until we closed this account and we still have a different Capital One Venture card which also has perfect payment history. In fact, on the same day, we closed a XXXX Capital One card which was also showing up as late XX/XX/XXXX, which upon further review in the last few days, they realized that it had not been late, was paid on time and then closed, so they agreed to remove that incorrect late status within 24 hours. The last agent I spoke with, was rude and cold and just kept repeating the same thing, that even though he did not know " why '', they " have concluded that is was not their fault and that they would not be removing the lates. '' To be treated so badly by a company that we have paid thousands of dollars to over the years is outrageous. Regardless of whether or not they admit their mistake and take responsibility for it, all agree that there was a mistake and confusion of some kind in regard to payment attempted in XX/XX/XXXX and shows " closed ''. This agent said he was the " top guy '' and this his boss did not speak to customers. And basically had an attitude of disrespect and blatantly did not care about the situation and the fact that his company, through no fault of our own, has negatively impacted our financial situation and has kept us from being able to finance and buy our dream home. This is unjust that they should have so much power over our financial future. This hardship that they have caused is devastating and will affect our lives negatively for years to come. It seems to me that they should have some legal obligation to contact a person who tried to make a payment and close account before they begin to report to the credit bureau. He stated that I " should '' have received statements by email, which I did not. If they were willing to remove the other error, regardless of who takes the blame for this nightmare, I do not understand why they refuse to remove the errors that are destroying our credit report. We feel that we are being penalized and punished for choosing to close our credit card. We ask that they reconsider and treat us respectively as the long time customers that we are.

Company response to consumer: Closed with explanation