Consumer complaint received 2017-10-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XXXX/XXXX/XXXX, I contacted Capital One to inquire if I made my payment on the XXXX of the same month XXXX 3 days later XXXX would there be any impacts to my credit. The representative advised no as long as I made my payment on this date it would reflect whatever the remaining balance was from my payment. I called Capital One on XXXX/XXXX/XXXX when I returned home from a Business trip I was on that week. I called and attempted to make my payment via their automated system. Unfortunately, their system was having issues and was not accepting the information I was attempting to provide. Instead of continuing to use that system I opted to speak with a representative. I attempted to tell the rep what the issue was and tried to get her to take my payment to have it applied to my account prior to the end of business. According to the companies phone system I reached a live representative at approximately XXXX pm. When I provided my account information the representative advised that my payment would not post until the next day which would have been the XXXX of XXXX. I asked how that would affect my credit, she was not understanding after several attempts to inquire about the effects of them posting my payment the following day. I requested to speak with a supervisor and was transferred to XXXX operator ID XXXX located in XXXX Florida after being placed on hold for XXXX mins without a refresher being conducted for my extended hold time. When speaking with XXXX XXXX XXXX expressed my concerns of their faulty system and under trained representative pertaining my attempts to post my payment. After taking my payment I asked XXXX XXXX to submit a request to have my credit report updated to reflect what my new balance would have been if my payment had have been processed correctly when initially called. I was advised that he could not submit such request as it was after XXXX, I confirmed yes it is after XXXX however if their system was working properly the payment would have posted prior to XXXX as I reached a live representative merely a XXXX or XXXX after XXXX and that was including going through the automated prompts and response time from the agent answering the call. I advised if it was only XXXX min after XXXX when the rep actually answered the phone and I 'd been having issues prior to her answering the call would my payment not have been applied prior to the cut off time. He ( XXXX XXXX indicated yes it would have but since it 's after that time now there was nothing which could be done. I went on to explain how if an error were to occur on the behalf of the company which prevented my payment from being accepted in time that would have been no fault of mine and would require an update to be made. XXXX XXXX advised there was no way to get this completed and to simply wait until my next reporting date and it would counter any negative or inaccurately report balances at that time, in essence creating a wash of the reporting which he could not adjust. I advised that would not be beneficial to me as consumer and how it would negatively impact my credit. I asked to speak with his XXXX to see if a higher form of management could assist me in correcting an error which was created by his company. I was advised that his XXXX XXXX would not take the call as it was not clerical or administrative. Completely disturbed at this point I advised XXXX XXXX that failure to provide me with a higher member of management was not acceptable and was a violation of my rights. XXXX XXXX insisted that he was the stopping point and that there were no other options to speak with a complaint department or higher member of management. I again expressed to XXXX XXXX that I take my credit very serious and that I 'd also called in several days prior to confirm my payment date and how if any affects it would have on my credit. XXXX XXXX indicated he saw no notes in the system pertaining my phone call which may be even more alarmed about the whole situation and the dealing with this company. I asked XXXX XXXX to have a member of upper management or corp resolution department contact me by noon on XXXX/XXXX/XXXX. This did not happen. I again contacted Capital One and spoke with a XXXX in the corp resolutions department. She listened to my issue said that information was miscommunicated to me and said payment would have needed to be in by the XXXX and not the XXXX. My faith in dealing with this company has not been tarnished tremendously as I 've always thought highly of this company. I was offered to have the late fee waived and the XXXX dollar int fee waived. I thanked her but advised that was no comparison to what I was preparing to take a hit on my credit. XXXX XXXX confirmed she saw I called on the XXXX but had no notes as to what the call was pertaining to. She asked to listen to the call and return it later advising what she 'd discovered. I received the return and was advised that she did confirm I was given this information and proceeded to say that it was incorrect however ; the standings of my account would currently remain the same. This experience has been misleading in more ways than others by multiple people in this organization. At this point I 'm seeking assistance or guidance on how to dispute the reporting status.

Company response to consumer: Closed with explanation