Consumer complaint received 2017-02-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Credit card
Issue: Delinquent account

Complaint:
I attempted to make payment arrangements for account ending in XXXX earlier this evening on XXXX, a copy of chat is copied and pasted below. As I explained to the rep, I can only pay XXXX on XXXX, XXXX is due by XXXX. I stated several times I needed to set up an arrangement/payment plan to cover the remaining past due balance, however, rep was uncooperative and abruptly ended the chat saying to contact back when account is current. Obviously, I need to make a payment arrangement in order to do so, which he failed to do ... Please see copy of chat below ... 
Welcome to our Capital One secure chat service! This chat will be monitored and recorded. 
Please Note : Your chat window may be pushed behind your browser window while navigating our site. If your open chat window is lost, you should be able to locate it again by minimizing any other open browser windows. 
Hi, this is XXXX XXXX. Whom do I have the pleasure of chatting with today? 
You XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello, XXXX XXXX XXXX XXXX XXXX XXXX * XXXX XXXX XXXX XXXX How may I assist you today? 
. 
You XXXX XXXX I 'd like to make payment arrangements for account ending in XXXX XXXX XXXX XXXX XXXX I should be able to help you with that today. 
XXXX XXXX XXXX XXXX I 'll need to look at your account before I can answer any specific questions about your situation. 
XXXX XXXX XXXX XXXX You should see some verification questions expand from the right side of your chat window. Please enter the requested information and click Validate. 
Visitor -- XXXX XXXX XXXX Customer validated successfully You XXXX XXXX Unfortunately, I dont have the minimum payment due of XXXX. I can pay XXXX today though.. 
XXXX XXXX XXXX XXXX I will be right with you. 
You XXXX XXXX Thanks XXXX XXXX XXXX XXXX May I know your date of birth and zip code? 
You XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX problem. 
You XXXX XXXX? 
XXXX XXXX XXXX XXXX Just a moment. 
You XXXX XXXX are you there? 
XXXX XXXX XXXX XXXX Yes, I am here. 
You XXXX XXXX ok.. 
XXXX XXXX XXXX XXXX Please allow me a moment. 
XXXX XXXX XXXX XXXX Thank you for your patience! 
XXXX XXXX XXXX XXXX This is an attempt to collect a debt and any information obtained will be used for that purpose. 
XXXX XXXX XXXX XXXX I see that your current amount due is {$1000.00} by due date XXXX/XXXX/XXXX You XXXX XXXX ok XXXX XXXX XXXX XXXX How much can you pay today? 
You XXXX XXXX XXXX You XXXX XXXX I already scheduled it for the XXXX XXXX XXXX XXXX XXXX I can see that your payment amount {$180.00} by XXXX/XXXX/XXXX, is in scheduled. 
XXXX XXXX XXXX XXXX Your payment will post tonight and the funds are typically available by XXXX XXXX the day after the payment posts. 
XXXX XXXX XXXX XXXX I will note your account that you will be making a payment of {$180.00} by XXXX/XXXX/XXXX You XXXX XXXX yes but I need to make arrangements for the remaining past due amount XXXX XXXX XXXX XXXX I will be right with you. 
XXXX XXXX XXXX XXXX If you make the payment {$180.00}, Its remaining {$710.00} past due amount You XXXX XXXX ok You XXXX XXXX id like to make arrangements for that amount XXXX XXXX XXXX XXXX Yes you are correct. 
XXXX XXXX XXXX XXXX Only {$180.00} by XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX I will note your account that you will be making a payment of {$180.00} by XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX Hello You XXXX XXXX i need to make arrangements for the remaining past due amount You XXXX XXXX is there a payment plan available? 
XXXX XXXX XXXX XXXX Pleased contact us back XXXX XXXX XXXX XXXX once get your account a current you can contact us back XXXX XXXX XXXX XXXX Thanks for using our Chat services. 
XXXX XXXX XXXX XXXX Thank you. 
XXXX XXXX XXXX XXXX Bye

Company response to consumer: Closed with explanation