Consumer complaint received 2016-01-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card
Issue: Other

Complaint:
I have attempted numerous times to resolve this issue with Capital One. I have used their chat system, phone system, and direct mail requesting attention to and correction of the issue at hand. I am submitting this complaint as a last resort. 

I opened the Capital One Mastercard at hand on XXXX XXXX, XXXX. Several years ago I put the card aside in favor of another, leaving the account open paper statements and automated payments on, in case any charge was incorrectly billed, or a statement not received. I have not used the card in over 3 years. 

On XXXX XXXX, XXXX a charge of {$11.00} was erroneously submitted to my Capital One Mastercard. I was never alerted to the charge, never received a statement reflecting the charge, mailed or electronic, for the month it was billed, or the next. Capital One nonetheless added a late payment charge to my account, and then another, plus interest, while failing to send a statement or alert that there was a balance on the account. I received no phone call, email, or other contact. My contact information is and was correct and up to date. Similarly, my account had automatic payments setup to avoid such a situation, and no automatic payment was submitted or applied. I only learned of the balance from a credit monitoring service after Capital One reported negative information on my credit report. 

I take my credit, reported information, and scores very seriously. I am vigilant about paying my bills and always paying on time. I have XXXX negative items on my credit reports, that is, until XXXX XXXX, when Capital One incorrectly reported the above as a missed payment, to XXXX, XXXX, and XXXX. 

Even after being alerted to their error, Capital One refuses to do anything to correct the mistake. In fact they act intentionally to reaffirm the information they report, without reviewing that it is correct. 

Filing a dispute with the CRAs is useless. Capital One 's nvestigations into disputes are automated, include no human review, and rely solely on the self-reinforcing data they have previously provided. No actual verification takes place. Blanket, automated confirmations sent in response to disputes. Investigations and review of their responsibilities to furnish accurate and complete information are instant, and even take place on weekends and holidays during which Capital One business offices are closed. 

Capital One does not take seriously or respond to requests for review, completely disregarding their responsibilities and requirements as a furnisher of data to consumer reporting agencies. They have XXXX regard for the devastating financial and personal harms they have caused by incorrectly reporting negative information. 

I want to close my accounts and sever any and all relationships I have with Capital One, but am afraid that if I am to close my account they will never fix this issue. It is for this reason I turn to submitting a dispute, in the hope that the error is corrected on my credit report, and that Capital One does not continue doing this to others.

Company response to consumer: Closed with explanation