Consumer complaint received 2016-09-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ME
Product: Debt collection
Sub-product: Credit card
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint:
I received XXXX settlement offers in the mail from XXXX attempting to collect a debt for Capital One. I looked into some of my options and was informed that due to living in Maine my husband was able to handle my credit information and discuss matters on my behalf. After hearing this information, my husband called and spoke with a representitive from XXXX who divulged all of my information without hesitation. One of the things that was mentioned in this conversation was that my husband was hoping to settle this matter in an attempt to avoid consulting a bankruptcy attorney. They were unable to come to an agreement on a settlement. My husband then called days later in an attempt to pay the settlement offer I received in the mail and was told that XXXX no longer had my account. They stated that because an attorney was mentioned they sent the account back to Capital One. My husband then contacted Capital One and spoke with three different representitives in three separate departments. Two out of the three representatives told XXXX ( my husband ) that they could not discuss any information with him because he was not listed on the account. The other person divulged my account information without hesitation. My husband explained that he had already been given my account information and explained what we had been told about the law in Maine regarding spouses. Both then divulged all of my information to him but were unable to discuss any settlement options because there was an attorney listed on the account and transferred him to the Recovery department where he dealt with the same issue and was put on the line with a supervisor in the recovery department named XXXX in Virginia with an ID XXXX. XXXX was extremely rude and abrasive and was not helpful in any way. XXXX explained that she could not give my husband any information regarding my account due to him not being listed as a user on the account then after divulging some of my information including account numbers and balances she stated to my husband that the reason she could not discuss any information with him was due to the attorney listed on the account. She stated that there was a specific attorney listed on the account but could not give his name but stated multiple times that there was a specific name listed as an attorney. My husband knew that this was not true due to him being the only person that has had any communication with Capital One or XXXX on my behalf and has never listed an attorney nor have either of us ever stated that we had retained an attorney or were going to retain an attorney. The only mention was my husband stated he want to resolve the settlement instead of consulting an attorney. I personally have called Capital One twice since these conversations took place in an attempt to remove any such attorney and settle the debt. Capital One have continued to make it extremely hard to resolve this issue. Both phone calls I have placed have proven to be unhelpful. I have been told that the person I spoke to could not view all of my accounts nor could he discuss any settlements despite not seeing any attorney listed and was unable to transfer me to the recovery department because they have limited hours that they are available. I have been placed for a call back from them twice and have yet to receive one yet. I do not know what else I can do to resolve this issue. I have spent countless hours over the last two months attempting to resolve this matter only to be left feeling helpless and taken advantage of. I have never had any issues feeling this way before but this is a very real situation that has been horrible and all I want is for it to be over with. I truly believe they are attempting to target me and keep me from moving forward in my life without their agency. I appreciate anything that you can do to help with this.

Company response to consumer: Closed with non-monetary relief