Consumer complaint received 2023-09-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have a credit card with Walmart through Capital One. I have had this account for approx. 9 years! I will start this out by saying that I've NEVER made a late payment to them or any other creditor for that matter, and NEVER have I filed bankruptcy! I have had ZERO negative marks on my credit and ZERO public records! 
I went to make my payment on my Capital One Walmart credit card online on XX/XX/XXXX, the day it was due. and noticed that my account with Capital One had been restricted online and it said to call. I called immediately and they said my account had been flagged for bankruptcy! I have never filed bankruptcy in my life! I immediately asked to talk to a supervisor, and she informed me that they would have to investigate it and someone should reach out to me in 2-3 days! They refused to take my payment over the phone, but they said that they would refund any late fees if they were in the wrong! I then proceeded to pull my credit history from my XXXX Credit Monitoring Service that I am subscribed to, just to make sure that there wasnt any suspicious activity on my account or any bankruptcies showing up in my public records! There was nothing, no suspicious activity or bankruptcies! I then waiting until the next day XX/XX/XXXX, and called Capital One again, and the agent I spoke to this time ( XXXX, Agent # XXXX ) and she told me that the bankruptcy had been misapplied and that she could go ahead and take the payment. I asked her when the account restricted status would come off of my account, and she said it would take a few days. I gave her my payment info over the phone and made a {$140.00} payment over the phone! I thought it was caught and taken care of at that point! I checked my account online Monday morning XX/XX/XXXX, and it still said account restricted but it showed by balance which reflected the payment I made over the phone. Still, I thought it had been taken care of! I kept checking the account online periodically on XX/XX/XXXX, and by mid-afternoon XX/XX/XXXX, I was able to fully access my online account and the account restricted status had been lifted! However, I checked it again the next day, Tuesday afternoon XX/XX/XXXX, and I was able to sign on, but it said no accounts found! My stomach instantly turned when I saw that! I immediately called and I was told the account had been charged off due to bankruptcy! I told them that the bankruptcy was not mine and demanded for them to give me more info so I could look into this matter deeper! Ive never had any negative reportings on my credit history, and I wanted this resolved quickly! I was transferred to another agent ( XXXX in the Recoveries Department XXXX, ext. XXXX ). She told me that since the account was charged off, that she would have to wait for it to transfer over to the other system so she could give me more info. She told me that she would try and help me so I could get this resolved quickly! Thursday, XX/XX/XXXX, XXXX called me at approx. XXXX XXXX  EST and gave me the info for the bankruptcy. She said that it had been filed in the XXXX Ohio District Bankruptcy Court. She told me the case number was XXXX and it was filed on XXXXXXXX  and was filed as a XXXX  XXXX! I again told her that this was not me, and that I had checked my SSN on XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ), and that no bankruptices had been filed in my name! She told me that someone from the dispute department would be contacting me shortly to get this resolved! At approx. XXXXXXXX XXXX on XX/XX/XXXX, I was contacted by XXXX from the Recoveries and Disputes department from Capital one ( Agent # XXXX ). He told me that he believed that the bankruptcy had been misapplied and that he was going to research to see what was going on. I gave him all of the information that I had! He apologized to me that I was dealing with this and told me he was going to work with me to quickly resolve this matter. After getting off of the phone, I went straight online through XXXX. again to see if I could locate the actual bankruptcy filing since they gave me info to see who actually filed it! I found a bankruptcy that was filed in the XXXX Ohio District Bankruptcy Court on XX/XX/XXXX that belonged to a girl that had the same last name as me and lived in the city, but a completely different first name and street address! The case number is XXXX! The case number that Capital One gave me was XXXX, but I couldn't find a case with just those numbers! The case for the one I found online on XXXX had to be the one they were referring to because it has all of the same numbers and the only one filed on that specific date in that court, and it was a XXXX  XXXX! I received a call back from XXXX from Capital One at approx. XXXXXXXX XXXX. XXXX on XX/XX/XXXX, but I was at work and missed the call. He left me a message on my voicemail. The transcript was as follows Good Afternoon XXXX XXXX. This is XXXX calling from Capital One. Im calling to follow up as promised. I do have some great news! We were able to get the bankruptcy issue resolved and are working on reviewing your account for reactivation. If you have any questions please give me a call back at XXXX. Once again this is XXXX calling from Capital One recoveries and disputes for XXXX XXXX! Im just calling to advise you that we were able to unravel the bankruptcy issue and we are going to and working on doing the reactivation for your account. Please give us a call back if you have any additional questions at XXXX. My agent ID is XXXX. Thank you and have a great day! 
As soon as I listened to the message, I attempted to call back. I gave the agent that answered Rays agent ID, but was told that they were unable to connect me. I then called XXXX, the agent that initially helped me, because I had her direct extension. She told me she would get in touch with XXXX and tell him to return my call. I attempted to reach XXXX at Capital One approx. 10 times from XX/XX/XXXXXXXX  thru XX/XX/XXXX, with no luck! I had questions I wanted answered and could not reach him! Every time I called, I got a different agent every time, and Im told something different every single time I call! Ive been told they will have him call me back, and Ive also been told that there is no way for them to connect me with him or leave him a message, although I have his agent ID. I sent a certified letter to Capital One with detailed info about what happened on XX/XX/XXXX, and had it overnighted! I also typed a letter to all 3 credit bureaus about this mess, and asked them to attach the letters to my credit file, just in case anything negative showed up! Fast forward to the next day, and XXXX from Capital One FINALLY returned my call on XX/XX/XXXX! I was NOT happy with him and told him the stress I went through trying to reach him! He explained that there was a process they had to go through to reinstate my account! I told him that I understand there is a process, but there needs to be more of a PROCESS PRIOR to them slapping a bankruptcy on someone's card and charging it off! Especially since I contacted them several days before it was charged off! He assured me that they were working on it and attempting to reinstate my account as fast as they could! I told him again that nothing negative better show on my credit as a result of this mess, and their negligence led to this problem... it was NOTHING that I did! I received a phone call on XX/XX/XXXX from Capital One. I was at work and did not get to write the agents ID number down, but her name was XXXX and she stated she was a Senior Account manager! She told me that they were working on reinstating my account, and they had to " mirror '' my account to reinstate it, and it could take 3-5 weeks!!! I've already went through this mess for 2 weeks!!! I asked her if its could be expedited, and she said there was no way to expedite it! I am so sick of dealing with Capital One and the stress and XXXX  that they have caused me over the past 2 weeks! I am sick over this whole mess and I want it fixed! Waiting 3-5 weeks for them to fix a mess that was their fault in unacceptable! I asked XXXX from Capital One on XX/XX/XXXX when I spoke to him, what Capital One was going to do for me to compensate me? I told him that once the account is fixed, they need to reduce the interest rate or SOMETHING! He told me he would see what he could do! I shouldn't have to ask for compensation, they should have offered it in the first place since they were the ones that made the error! I am being told NOTHING will show negative on my credit, but I'm watching my credit closely! I don't trust the company at all! This is bad business and it has taken away from my family, my work, my leisure time and caused XXXX  and panic! There should be more of an extensive verification process before a bankruptcy is flagged on someone's account! The person didn't even have the same first name as mine..only the last! My last name is a common last name at that! However, I know that writing this complaint won't get anything done faster, but I wanted to warn others about this happening! Thank goodness for my background in finance, because I knew some steps to follow to protect myself! The ONLY good thing I have to say is about a specific representative that I have dealt with, and that is XXXX! XXXX is the only agent that, I feel, truly believed me and tried to help me! If it wasn't for her, I don't think we would've ever gotten to the bottom of this! I am disgusted and infuriated with how this entire situation has been handled from Capital One! There is no reason why this " process '' of reinstating my account should take 3-5 weeks!

Company response to consumer: Closed with monetary relief