Consumer complaint received 2022-03-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
In XXXX of XXXX, I made a payment on my credit card for the remaining amount owed. Between the time my payment was submitted and actually hit my card, there was an interest charge that had occurred. I never received documentation about an interest charge in the month of XXXX or in XXXX Not until XX/XX/XXXX did I see things hit my credit report when I went to go pull a annual credit report. I called Capital One to address this issue and the FIRST account manager I got asked me right away if I was calling about the error on my account. She explained to me that it was an error on there end and somehow between me making the final payment and the interest showing up on my account it was simply a misunderstanding and that not only would she be crediting my account to remove the interest but she would also be notifying the credit bureaus to make the change to my credit report. I thanked her and asked when I might see this change. She stated that it could take up to 30 days to see the change. That was in XXXX of this year, now it is XXXX. I still don't see an update made, I have dispute it with all XXXX bureaus and I have spoke to several account managers and supervisors at Capital One that continue to advise me that they have sent it to be updated. I was advised by a loan officer to call again last week and ask to get some documentation from Capital One that I could submit to the credit bureaus. The last woman I spoke to said she would send something over. It came over in a docu sign with incorrect dates. Now I can't seem to open the file again. I called back again today to discuss and get the file updated with the accurate information and the supervisor I spoke with not only was rude, but told me that there were NO NOTES in the system of my issue or ANY of my calls since XXXX dealing with this issue. I have several accounts with Capital One and they have been positive. I have NO reason to fall behind in payments. I have a great job and have been working really hard to make sure my credit stays in a good place. I don't understand how such a big company like Capital One wants to treat a consumer as such. Word of mouth is the biggest marketing tool. All I want is for my credit reports to be updated and in good standing. I literally just opened another account and deposited thousands of dollars into it with Capital One. If I need to take my business somewhere else I will. This is so sad to me to have to even file this complaint at this point and to find out that Capital One staff aren't even keeping notes on the accounts when they speak to customers. I really hope someone can help to resolve this issue immediately. I am a XXXX  mom to XXXX children and I work my XXXX off for them and I am trying really hard to show them what hard work can do when you do the right thing and are financially smart about it all. PLEASE HELP .....

Company response to consumer: Closed with explanation