Consumer complaint received 2020-04-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Hello, I have incurred great hardships over the past few years from the excact same situation listed below approximately occurring 3 years ago. It was my first credit card and did not realize that the auto pay i set up with my bank wasn't working and that capital one was not receiving payment until it was very overdue. They were very cold in their reply regarding the information they reported to the credit bureaus and, despite providing evidence of my attempts to pay them on time, I did in fact, not pay them and didn't notice because of my own lack of due diligence. Because of the impact this had on my credit, I was unable to get another apartment as my lease was up the month this all transpired, and was left without a place to live. Since then, I have walked several miles to work and back every day. I have been homeless, sleeping on benches, in co-workers cars, and eventually went to renting a couch, and then a cheap room. Recently I have moved into a much nicer home with roomates that are taking me to work, but only under the agreement that I would get a vehicle as soon as possible, something that won't be able, even if capital one did remove the negative report, as the process would take months and by then I will be homeless and without a job. 

Now, because of the events listed above that happened in XXXX ' I pay close very attention to my capital one account, and are quite sure that the similar situation described below has the key difference of capital one reporting that my payment was made, and then not informing me that the payment of {$62.00} was refunded at the request of my bank, until after the account was already delinquent on the XXXX. ( The refund was processed after hours on the XXXX ). If there was any saving grace in rushing out to send them money via western union on the XXXX, it was nullified by them not posting the payment until the XXXX. I have detailed this below and would like to reiterate that the hardships I endured from the previous XXXX XXXX drop will repeat because of this. One again I find myself far from work, this time not a walk-able distance, and without a vehicle, which I am unable to replace without financing. My credit score prior to this event was XXXX, as of today it is XXXX. I live 22 miles from my current place of employment. 


My payment with capital one was due on XX/XX/2019. I set up a direct deposit ACH wire transfer from my bank, to capital one, about XXXX weeks prior to this date. Their site offered no option to start the transfer earlier, only on the due date. On the XXXX the payment was processed and I received an email from capital one saying that my payment was received. Two days later, on the XXXX I received an email that the payment had been refunded ( it was actually refunded on the XXXX, after business hours ) without any information as to why, just that I would still need to pay. 

At this point ( the XXXX ) I am now very close or 30 days late. I called capital one and my bank, they both informed me that it was refunded because paying bills through ACH transfers if not a feature of my bank account, despite having done so in the past with the same account. About XXXX hours into my call with capital one, they decided to contact my bank over a 3 way call to find out why it was no longer working, but because the average hold time for my bank, like their own, was over an hour and a half due to the COVID situation, we were unable to complete the three way call and eventually disconnected. It is now the XXXX in the afternoon ( the entire morning was spent on the phone with capital one, to no avail. The closest capital one branch is hundreds of miles away, and the agent on the phone said that they could no longer accept payments with a debit card, despite having paid them with one in the past. Distraught, I contemplated the effects this would have on my life, again, after struggling for years to raise my score back to the good range it was in before opening an account with them, became extremely distraught until I recalled an option to pay with XXXX XXXX ( one the agent did not mention at all when I was panicking about how to pay them, and rushed out to send a money order, and paid an extra XXXX XXXX  to have it transferred immediately. Despite the funds being made immediately available to them after sending XXXX XXXX, ( i verified this with XXXX XXXX and they explained how guaranteed funds work XXXX Capital one did not report the payment as being received until Monday the XXXX, thus making me over 30 days late. This was reflected on my report, which fluctuates between XXXX and XXXX depending on what I currently owe capital one to a XXXX, specifically because of this incident, as I have no other accounts on my credit report whatsoever, and my score relies solely on my status with capital one. 

There is no way to successfully dispute this through the normal process of writing to capital one and having them review it. One of the many agents I spoke to on the phone informed me that it would likely withstand being reported late, as they did not process it until the XXXX, despite all of the events described above that made it virtually impossible to pay them on time Capital One 's actions in refunding the payment on my due date, but after their business hours, not informing me of the event until wo days later when it was already unagruably late, not processing the payment I made on the XXXX until two days after it was made available to them and, refusing my pleas to re-evaluate the situation before they reported it ( i called in a begged for this on the XXXX after was informed of the refund, on the XXXX, a day after i sent the XXXX XXXX payment and on the XXXX when the payment finally posted ) Their misinformation regarding the status of my payment and unwillingness to help me before it was reported, has left me in a situation where I will become homeless again, without a vehicle I will not make it to my job, and I will once again be in a situation where I am in dire straits, despite going to work everyday and taking what should have been all the actions needed to better my score and improve my situation.

Company response to consumer: Closed with explanation