Consumer complaint received 2015-10-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
My vehicle is financed through Capital One Auto Finance. Initially in XXXX 2015 the XXXX payment was due although I did not receive a payment notification on this payment. When I spoke with customer service around the XXXX of XXXX I was advised of the payment and at that time I requested a due date change because the due date did not work for my budget. I was advised this would be changed and when my XXXX payment would then be due. I made my XXXX payment 8 days early or at least I thought I did based on the new payment date I was advised of. Toward the end of XXXX I received another call stating my account was more than 30 days behind and after informing customer service of the information I once again was told everything would be updated and the account would reflect what they had said. I waited for the confirmation but did not receive XXXX. In XXXX customer service contacted me saying the same thing about my account status. I spoke with the agent and she assured me that after the account was so called " current '' the due date would be changed.The amount I had to pay was XXXX because she was waiving the late fees due to the situation. The agent had contacted me after I sent an email in regarding the issues. At this point according to what had been paid and what I had been advised my next payment was due on XXXX XXXX which I did pay. Unfortunately due to reasons beyond my control my account was hit by fraud and XXXX 's payment was not available by the time the check cleared. I advised Capital One of what happened the first of XXXX and advised them as soon as XXXX XXXX credited my account I would make the payment which I attempted to do on XXXX XXXX in the amount of XXXX. I received confirmation of the payment scheduled and then on XXXX XXXX Capital One called and requested a payment which I did understand due to the payment on the XXXX. XXXX stated no payment processed on the XXXX and due to it being 30 days she could work out a catch up plan with me. I was advised my account was XXXX payments behind and according to the changes it is not. I told the agent that I had the XXXX to pay on my account and the payment was scheduled but she insisted on putting me in this " catch up plan '' and I was concerned about my credit being affected. The agent plainly stated to me that this would keep the credit from being affected because it would appear to be current. Finally I agreed on the plan and gave her a XXXX payment. I called into Capital One after receiving the notice because it stated the status would be turned into the credit bureau totally opposite from what I was told. She stated to me that once the plan was complete the negative marks would show current. I heavily stressed the negative being off and she assured me if the plan was carried out the late payments would be removed. Once again I was lied to after getting another letter and speaking with a customer service agent. The late payments would not be removed and would remain as late pays on my credit is how the plan works. I am upset at my the initial lie where I was granted a date change and thought my payments were being paid correctly but were late from the beginning but even more so the " catch up plan '' they claimed to not affect anything has impacted my credit severely when I was paying a payment and then another XXXX 4 days later but was advised no that with the plan I only needed to pay XXXX and not XXXX on Tues and XXXX on Fri. Had I not been informed correctly with the deceptive lies my credit would not show late payments and a balance due of XXXX payments.

Company response to consumer: Closed with explanation