Consumer complaint received 2016-04-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card
Issue: Delinquent account

Complaint:
On XXXX XXXX of XXXX I realized I missed my XXXX payment which was due on XXXX XXXX. Prior to this I had NEVER missed a payment but dealing with XXXX XXXX, I forgot. I called Capital One IMMEDIATELY and got an offshore rep. She was kind enough to waive my late fee for XXXX ( since the XXXX payment was n't due til the XXXX, there was no late payment for that month, at the time the bill was {$65.00} ), she said with the credit for the late fee of {$25.00}, my payment due would be {$40.00}. I decided to pay an even {$50.00}. I asked the rep numerous times if this payment brought my account current through XXXX since the bill also included my XXXX payment and she said YES. 

I had to leave XXXX for my family members ' funeral and other family affairs so I would have been gone from the end of XXXX to the end of XXXX of XXXX, because I knew I would have limited phone and Internet service, I decided to set up automatic payment with Capital One. Needless to say, the setup failed and I missed XXXX 's and XXXX 's payment. I disputed with Capital One and they decided to remove the late payment and reporting to the XXXX credit bureaus according to XXXX different conversations I had with reps and supervisors combined. I was looking for the written confirmation and they said it will be in the mail and my report will update in 30 days. I received the letter alright, as well as an update on my report but it was nothing the reps and supervisors told me previously. The letter stated the error was not on their end in regards to the auto pay and the reporting is correct and will not be removed ( TOTALLY contradicting what I was told in previous calls with XXXX to XXXX different people ). I decided to take the blame as in truth and in fact, they never received the payment, whether through my error or their system. It was n't until I was scouring my report that I realized the XXXX payment that I made on the XXXX was being reported as late. 

I called Capital One and the agent explained that even though I received the credit of {$25.00} and paid {$50.00} ( a total of {$75.00} credit on a {$65.00} bill ) I still needed to pay the full {$65.00} that was due at the time, so essentially I was being reported late for {$15.00} because the rep at Capital One did not know her job and told me I was paid in full with her {$25.00} credit and my {$50.00} payment. The rep that I was speaking with ( who said he was a supervisor ) stated he will remove the 60 day late payment stemming from the XXXX miscommunication but will not do anything about the 30 day late from XXXX, I told him that was fair and went on my way, this was XXXX XXXX. 

I called on XXXX XXXX to make sure all was going according to plan and sure enough the rep I spoke with this time said nothing is being done and I was advised wrong but they will review the recording and if that is what I was told, they will honor it ( this rep was a supervisor ) I was told she will review this and be in close contact with me. I was given her name and personal number, I was called on the XXXX of XXXX to say they are still reviewing but after that, silence. I called and left numerous VM for her on the number she gave me and, NOTHING, not even a call back. I called the XXXX number, I tried getting through to this supervisor again and received nothing but crickets. 

Capital One and the agents as well as the supervisors are crooked to say the least and needs to be brought into the spotlight! Shady, lying people they are and as a consumer I am now suffering because these reps are untrained and could care less about the consumers, as long as it 's not their life then business as usual I guess.

Company response to consumer: Closed with non-monetary relief