Consumer complaint received 2023-11-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I contacted Capitol One concerning two ( 2 ) credit cards concerning setting up a payment arrangement due to financial hardship at the time. I had never missed a payment on the two subject cards as well as any other credit card that I have. 

XX/XX/2023 I received verbal confirmation from a Capitol One employee that both credit cards would be placed on some kind of 60 days payment hold approval- essentially stating that I would not be penalized for not making the required minimum due payments for the two car balances. I asked for reassurance / proof of the arrangements that he just provided. This Capitol One employee stated verbatim that " per the Capitol One 's rules, this confirmation is not physically furnished, there is no such proof that will be emailed, nor mailed, but that the accounts in question themselves will be " noted '' with what was discussed and approved as an " approved payment arrangement deferment ''. I asked the question again, " will a minimum payment be due on this next billing statement, and the response was no. I asked could I make a payment if my financial situation changes during this payment deferment arrangement, and the Capitol One employee stated yes I could and that it will not trigger the arrangement to become null and void. I thanked him for his assistance and the call was ended. 

60 days goes by and my personal finances improves gradually/. I commence with paying my monthly credit payment obligations. 

During the month of XX/XX/2023 I suddenly receive alerts from XXXX XXXX that I have ( 2 ) two Capitol One credit card accounts reporting 60 and 30 day late payments. I immediately contact Capitol One for this error to be corrected and I was informed that verbal request are not allowed. That I must submit in writing a request to have this matter reviewed in order to be corrected. 

I submitted the details of said conversation of I and Capitol One employee 's discussion and requested that Capitol One immediately rectify the error by changing the publicly posted late payments from all credit reporting agencies to paid as agreed, per the approved verbal arrangement. 

I received a letter within 30 days stating that the reported information is factual and that no record of " verbal '' deferment could be verified. I immediately contacted Capitol One via phone to again discuss this matter. I intentionally mentioned that every time there is a call to Capitol One, the employee and/or an automated voice states, " This call is being recorded quality assurance and training purposes '' but now there is no recording of this conversation made between I and an employee of there's about a verbal payment deferment plan ''. 

I asked if there is such a thing as a request for payment deferment arrangement currently with Capitol One. That employee answered yes. Then I questioned how would I be provided proof of the arrangement, and that employee stated that the account would be noted and placed on this arrangement in their company system and that would be the totality of it all. I agreed that this is exactly what I was told by the Capitol One employee back in XX/XX/2023. 

This matter has cost me higher interest and non-approval for credit access. 

I would like this matter investigated to the fullest extent of the FCRA and corrected.

Company response to consumer: Closed with non-monetary relief