Consumer complaint received 2017-10-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I tried to use this credit card for a major deposit for a vacation on XXXX XXXX and was not able to do so. I received a call Sat. XXXX XXXX, at XXXX XXXX from Capital One saying my account was delinquent. I informed them I did not receive a statement for the month in question. They stated I was a customer who received my statement by mail. To which I replied I maintained an online account and I had the XXXX XXXX statement email notification in my files, an email confirming the XXXX XXXX statement was paid as well as the initial email from XXXX/XXXX/XXXX confirming my account was set up for online access. I did not receive the XXXX statement notification via email as well as did not receive a XXXX statement via US mail. I was then transferred to another representative, XXXX, who admitted Capital One transferred their online account website and my account info was lost in the process. He agreed to waive the late payment and said he would apply that amount of the {$25.00} late fee as a refund on my account and that I should just pay the {$370.00}. When I asked why I was unable to use the credit card the day before he told it was because Capital One put my account on hold for non payment which I very much dispute. It was their fault I did n't receive my statement and it was their fault they did n't inform me of the change in website and it was their fault they " lost '' my online account notification and information in their website transfer. Since XXXX had agreed to waive the late fee he obviously understood it was Capital One 's own lack of follow through that created the problem. 
I then asked for the hold on my account to be released since none of this was my doing. XXXX replied he could not address that but would transfer me back to the previous department who could address my question. During the 15+ mins I waited to be transferred back I went into my personal banking website, and created an online payment to cover the total amount we owed of {$370.00} for both the XXXX and XXXX transactions. Meaning our account was now completely paid in full. This payment is processing through our bank and will be delivered to Capital One on XXXX/XXXX/XXXX and I copied the confirmation information from my personal bank to confirm the transaction as proof to Capital One the payment was successfully processed by my bank. XXXX was attentive and checked back with me during the 15+ mins I waited and I have no complaint with him. 
I finally was transferred to an " XXXX '' to address my question. She was most uncooperative and although she understood and agreed Capital One was at fault for the problem, she however refused to release the hold on my account even when I offered to email her a copy of the bank confirmation of my payment being processed. She indicated she would only release the hold on my account if I would cancel my bank payment and apply the payment through the Capital One online payment system. 

Since I have never paid my bill in that manner in the past and I indicated same to her, and I had already created the online payment to Capital One I did not feel I should be required to cancel that payment and use the Capital One system in order for my account hold to be cleared. 

When I indicated this was not acceptable to me she refused to consider that Capital One created this issue for me, it was their own error that caused the decline of my credit card and I was due some " consideration '' for my inconvenience and lack of ability to use my approved credit card. 

I then asked XXXX if they would rather the account be closed rather than re-consider their treatment of my complaint. She absolutely refused to reconsider and treated me as though this mess was my fault since I would not use Capital One 's online payment system. I did n't create the problem and I do not feel I should have to have my reputation be put in question over Capital One 's own error. 

When I indicated I wanted the account closed XXXX went into a litany of statements she said she was required to read that dealt with unpaid statements and charges. When I indicated all our charges were already paid, she was most rude and tried to say it was my fault for interrupting her when she was reading her statements. I am most dissatisfied with the treatment I received and at XXXX 's lack of consideration, cooperation and understanding that I was not at fault and I was penalized by Capital One by the inability to use my credit card as a result of Capital One 's practices. 

I very much feel XXXX should be reprimanded for her total lack of customer service and regard for a problem her company caused to me and one to which they were unresponsive in finding a mutually acceptable resolution. 

Follow up with Capital One on my complaint would be appreciated. 
Thank you.

Company response to consumer: Closed with explanation