Consumer complaint received 2017-09-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Today, XXXX XXXX, XXXX, I received an email for a credit monitoring alert from XXXX XXXX indicating I went over my credit limit. I had not used my card recently so I contacted via my cell phone Capital One immediately to find out and resolve the issue. The call was made at XXXX ( XXXX XXXX XXXX XXXX. Once one the phone with the representative I found out that issue was with my XXXX card. I spoke with agent ID # XXXX and he informed me that the reason my account went over the limit is due to my yearly membership fee of {$39.00} was billed to my account. I informed him that I was not aware of the {$39.00} yearly fee and I would gladly pay the {$39.00} fee to have the over my credit limit on my account reversed/rectified. He took my payment over the phone but was not sure what I was requesting of him, therefore I asked to speak to a supervisor, waited a while but I was finally connected with XXXX who is a account supervisor ( Agent ID # XXXX ). I explained to her that I was unaware of the {$39.00} that was going to be charged to me. She said it was on my bill on month prior to it charged. I told her I do n't look at my bill, when I login to Capital One as I have 3 accounts with them auto, XXXX XXXX and XXXX it populates all 3 on the main screen and shows the balance and due dates. So I am timely on my payments and use this to stay on top of my finances. I explained to her that I have been very responsible with my payments and my intention was to pay off my entire balance in 2 weeks. Since I knew I would be paying off my card to bring it back to a XXXX balance I did not worry about the current balance since I knew I would be paying it off soon which I have done several times in the past. I explained to her that I am currently working on consolidating and paying off my debts and any negative remarks such as this reporting over the limit would hurt my credit and damage the potential of my goal of refinancing and reducing my debt. The over limit charge was not done as something I had done intentionally by purchasing items knowingly over my limit, it was something that was done on behalf of Capital One and their fees. I expressed how much this meant to me and I had hoped by me paying the {$39.00} membership fee immediately that she could rectify the issue and reverse the over the limit item currently reporting on my credit. She had a pesky attitude from the beginning and bothered but I maintained my composure and professional manner. She put me on hold and came back in a few seconds and told me since fee was on my past statement that she would not rectify the reporting of the over the limit fee on my credit. She completely refused and as she said it, it seemed as she took pleasure out of knowing it was hurting me and having the power to say no and see me hurting. I begged and when she continued to deny I told her that I would then need her name and agent ID # and the representative that handled the call prior to forwarding to her. She told me that she did not have his name but provided me his agent ID number. I told her that I was left with no choice to file a formal complaint. She told me good luck!!! I 'm very surprised that I was treated in this manner as Capital One has always been very helpful in my regular experience with them that is why I added so many of their products to my credit portfolio. I have never asked anything from them and credit card companies such as Capital One are to be there for the customer and to help them build credit not destroy it. I ca n't believe how much pleasure XXXX took hearing me in despair. My hope with reaching out today is to resolve this issue with the correct channel to rectify my situation and allow me to continue having good credit and not doom my intention to lower my debt as explained above. Please help. The total time spent on the call was 30 minutes.

Company response to consumer: Closed with explanation