Consumer complaint received 2015-10-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Problems when you are unable to pay

Complaint:
I have never missed a payment of any kind in my life, and have made over 110 on time payments to my Capital One line of credit. I recently moved from XXXX to XXXX, and have ended up with a late payment issue with Capital One. Here is the sequence of events. I called to change my address and was told that it updated my loan as well, it did not. I realized that I had not received a statement and called to inform Capital One that I would be making a payment, and at that time they updated my address ( XXXX XXXX ). There was a mix up with bill pay and I paid one of my other Capital One accounts. Thinking I was up to date I had no idea that anything was wrong. In the mean time, even though my address was up to date I received no statements alerting me that my account was past due ( I have not received any statements from Capital One ). On XX/XX/XXXX over a week later I received a call from Capital One collections. The caller ID was only a XXXX number with no reference to my financial institution. I answered the phone but heard no response on the other end. I thought it was a solicitation call. Apparently it was Capital One collections. They did not attempt to call right back or to leave a message. I was contacted at least two additional times by Capital One collections, but a message was never left. I feel that a message in this situation is a must. How can someone not leave a message that your account is past due, when you have a perfect paying customer, and have already talked to them, and in your notes you see that they said they were making a payment. I believe this to be very strange. There was another call made to me where I answered and the whole situation was explained to me. I made my payment over the phone, which has still not been posted to my account, and the wrong payment amount was told to me. I would have preferred to pay everything I owed. I also asked for a supervisor to call me back and have not received a response yet. My major concern is that this will effect my perfect payment history on my credit. Capital One had not talk tracks, information, or escalation path to address my concerns. Even if capital one is at fault they will not help you with the reporting of your late payment. They just inform you that they automatically report to the credit bureaus. This is shocking, because I work for the credit bureau, and this drives consumers to have to dispute things directly through their credit report, which is a poor way to handle a situation like this. Capital One needs a clear cut process of how to address consumer credit reporting issues when a consumer believes that capital one is at fault or has a role of responsibility in the circumstances of the issue. I have never been involved with a collections process form any financial institution, but this experience had made me realize that there is no real hope for consumes if something goes wrong, and that the communication of the departments responsible for alerting consumers and collecting depts. is very poor. In addition I am very concerned that there is not an easy way to escalate a situation with capital one, through their website, or speak to anyone above a supervisor at the call center. For someone that has never had an issue with paying, and has fallen into the stressful situation of moving to another state and encountering an issue with updating my information with my financial institution, I need help. From my prospective there is not way to mitigate this situation other that to contact a third party regulatory agency such as the CFPB. I hope that you can assist me with getting Capital One 's attention and resolving my issue, along with protecting the integrity of my credit score which we all know is extremely important, and something I have worked a life time to achieve. Thank you in advance for you assistance.

Company response to consumer: Closed with explanation