Consumer complaint received 2016-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I contacted Capitol One and my other creditors on XX/XX/XXXX concerning my credit card accounts. I had just been released from the hospital after having XXXX XXXX and was home recuperating under medical supervision. I became aware I was late making my payment due to being in the hospital. I was directed to the Special Assistance department which was supposed to help me with my hardship. I fully explained that I had been hospitalized and continued to be under doctors care and expected to be out of work for an extended period of time due to being diagnosed with XXXX. I wanted to make sure I stayed in good standing with Capitol One. They suggested that I make a minimum payment and asked when I could do that. They were surprised when I said I could make those payments right then and they accepted payments on both accounts. They enrolled me in their special assistance program at that time. They discussed the terms of the program and the penalties and sanction if I failed to meet my obligation of the program. I promised at that time to bring my account current and that I would probably pay the account in full once my XXXX and insurance benefits became available to me. I contacted Capitol One multiple times since that conversation. I kept them informed about my anticipated payments and I obtained my payoff amounts from them. On XX/XX/XXXX I contacted XXXX and paid {$1600.00} on XXXX account and {$590.00} on the other account. I had actually overpaid both accounts and had a credit on my accounts for a short time. 
At no time during any of my conversations or in any correspondence from Capitol One did they disclose to me that despite enrolling in their hardship program that they intended to report my accounts as late to the credit reporting agencies. I feel they were grossly negligent and taking advantage of me while I was in a XXXX from my medical condition, the duress and stress of being diagnosed with XXXX. I believe I was less than XXXX days late on both my accounts when I contacted them the first time. By participating in their program my accounts went 30 days past due on XXXX consecutive months. Once you become XXXX days late on an account it is reported to the credit reporting agencies. Had they fully disclosed the implications of participating in their program I could have chosen to make other arrangements. I was lulled into a false sense of security by their negligent omission and now I have XXXX late payments on my credit report. I have repeatedly contacted Capitol One, and been denied and help or closure. I also had a prior complaint and talked to various representatives concerning this issue. The last representative said their decision was based on recorded calls from my original phone call to the company. I asked for them to supply me with a written transcript of that call and they said there was no written transcript. I asked to listen to the recorded conversation and I was told that is not possible. I am convinced that participating in their program caused me harm due to their negligent omission of all the pertinent facts and it only served to protect Capitol Ones intrests.

Company response to consumer: Closed with explanation