Consumer complaint received 2022-01-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
Upon my purchasing my vehicle, I was reached out by a Capital One representative out to me to confirm the details of my new loan, including the amount and asked if everything was ok and if I needed something. I explained that the finance manager at the dealership told me that I could change my due date once the loan fully funded. My reason for inquiring about this was due to me letting Capital One know that my mortgage is also due at the end of the month, and having the auto payment come out, the same time as my mortgage could be challenging for me financially. I was again advised to call and speak with the customer service department to request a due date change.

I contacted customer service a couple of times, and was advised that they do have a due date change option, however it would cause me to have to pay additional interest due to moving the date after the initial contract date. I explained that is not the previous information that I was provided with and that it seemed unfair to charge me for a due date change by charging me additional interest. I then asked for a supervisor.

The call was transferred to the office of the President. I started receiving calls from the office of the President to follow up with my concerns. I called back and spoke with the gentleman that was assigned to my concern. From the very beginning of such call, he was extremely unprofessional and rude. He not spoke over me, but he also yelled at me. He explained that the due date change was not going to happen and that Capital One is not responsible for what dealerships may potentially tell their customers. I attempted to explain that this was also the expectation set by a Capital One agent. He refused to listen to me. I asked to escalate above him and he refused, saying he was the highest that I was going to speak with and that he had made his decision. He continued to belittle and be passive aggressive with me. I just decided to give up and even though it was a challenge to pay both mortgage and a car payment, I managed to do so up until the pandemic first started.

The strain of making both payments became great when the pandemic first started. I reached out to Capital One for assistance as I lost my job due to COVID-19 and had to find another one. They provided me with a total of three extensions which I am appreciative of, however they never advised me that these extensions would count against me. I was under the impression from the script that they read to me each time that this was a temporary form of assistance that they were offering their customers due to the pandemic.

Additionally, the have my car in their system as a E320 which is not the car on the paperwork, nor with my VIN number. They have therefore been reporting my credit reporting as delinquent previously for a car opposite of the E320 that they are showing in their system. I made numerous calls to them in regard and once again I was referred to the office of the President. Their resolution was, we can correct our system. My concern was you have been reporting me incorrectly, since you have a whole entire vehicle in your system and my car reporting on my credit. I asked how can both be accurate? Again, no resolution.

Company response to consumer: Closed with explanation