Consumer complaint received 2020-06-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
This is my ongoing XXXX chat with Capitol One, beginning XX/XX/XXXX. As I explain in my posts to them, I had already spoken to people on the phone, with no action. I have had credit reduced and a credit card canceled bc they failed to correct their mistake. Their mistake tanked my score down to XXXX. Not okay. The fact that they refuse to take immediate -- or even delayed -- action is inexcusable. Please help! Thank you. 

XX/XX/2020, XXXX XXXX Furious with # CapitalOne. They misreported a credit card payment as 30 and then 60 days late in XXXX and XXXX. I have had a {$0.00} balance for over a year. My credit score TANKED. So, I called in early XXXX and they said, yes, there was an error and it would be reported correctly on XX/XX/XXXX. XX/XX/XXXX comes and goes, no change. I had started a dispute the same day. I just got a notice from XXXX  about my dispute. NO CHANGE. Called Capital One, and after waiting forever, the rep was like, oh, it's resolved in your favor and you should be getting a letter that says so. Oh? Then WHY IS IT STILL SHOWING UP AS TWO LATE PAYMENTS?? " It can take up to two months to show up on your credit report. '' XXXX? I've already had an XXXX card cancelled bc of my credit score .... it had a balance of {$0.00} and they said bc of the lack of use of the card AND my credit score, they were cancelling my card. So, with apparently many creditors feeling anxious about possible overuse of credit during pandemic time, I'm now at risk for losing more credit, which will increase my credit usage percentage and FURTHER TANK MY SCORE, until Capital One gets around to fixing this. I am beyond furious and I am helpless to do anything about it. 

Hey XXXX! Thanks for bringing this to our attention ... we can completely understand why you're frustrated. Would you share the full name and zip code attached to the account? XXXX Yes, thanks. XXXX, XXXX XXXX XXXX Thanks! Did you ever receive a case number, or did you get an agent ID from an agent who was helping you with the credit bureau dispute? ^XXXX  From XXXX. Hold on. 
XXXX I was told on the phone today that I'd be receiving a letter, but I don't have that yet. I was assured by the rep I spoke with in early XXXX that the XX/XX/XXXX reporting would clear this up. But, it seems nothing would have happened if I had not opened a dispute. 

Gotcha. Do you know the last four digits of the account you're referring to? ^XXXX  XXXX Thanks! And just to further clarify ... the last time you called were you able to speak directly to a supervisor about this? XXXX No, I didn't think I needed to. The woman I spoke with said that I was correct, that my balance had been {$0.00} on that card for about a year, and perhaps it was bc I set up for autopay that the system made the error. She said it would be reported correctly on XX/XX/XXXX. 
Today I did not speak w a supervisor either. 

With the XXXX  dispute number you provided, I can't see the details of that, but have they had any communication with you about this at all? We know it's all frustrating, but it does fall on the credit bureaus to update the information if we were able to fix the incorrect reporting during the dispute process. ^XXXX  There are two separate issues here. ( 1 ) My initial phone call during which I was told C1 would provide the correct information on XX/XX/XXXX. ( 2 ) My disputes that I opened with the credit bureaus. Let 's forget about the second thing and discuss the first. That is when I was told that C1 would correct the error that was made through no fault of my own. I was told it would be fixed. I only submitted the dispute as a back up. It is NOT up to the credit bureaus to correct information when they are being provided incorrect information, which is what happened her. It is up to C1 to provide the correct information NOW. It should have been fixed on XX/XX/XXXX. There is not a single acceptable reason for why C1 did not fix its error on XX/XX/XXXX. I should NOT have to wait for two or three cycles for this to " fix itself. '' As I said, my credit score TANKED bc of this. I had an XXXX card closed bc of my " new '' score. 
So, that caused my credit utilization percentage to go up with further tanked my score. 

I appreciate the additional information. Can you share your best contact number? I'll forward your concerns over to a supervisor, so they can review and follow up with you. ^XXXX  Thank you. XXXX. 

No problem! A specialist should be in touch within about 5 business days. ^XXXX  Thank you. 

Mon XXXX XXXX  I'm still waiting to hear from someone. I just had ANOTHER credit card decrease my limit because of this error. I'm losing patience. 

Hey XXXX! Thanks for following up. I've sent another request for someone to contact you about this ... we appreciate your patience. ^XXXX  Thank you. I don't have any patience since the letter I opened today from another credit card lowering my limit due to my credit score.

We understand. I've marked my request as urgent, will follow up if they have trouble contacting you. ^XXXX  Wed XXXX XXXX I have still not heard from anyone. 

Your case has been escalated and you should be hearing from our leadership team. ^XXXX  Thank you. 

You are welcome. And thanks for reaching out to Capital One via the social media channels. ^XXXX   XXXX XXXX  Two weeks and I've heard nothing.

Company response to consumer: Closed with non-monetary relief