Consumer complaint received 2020-07-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Good morning, On XX/XX/XXXX I wrote to Capital One regarding a telephone conversation I had with one of their account managers. Please see below as well as the attached documentation : As you are aware, the Coronavirus has impacted the world, the economy, businesses are being impacted with layoffs and most important, the loss of human life. On Friday, XX/XX/XXXX, the Governor of Nevada, XXXX XXXX ordered a mandatory shutdown of all nonessential business which is still in effect in the state of Nevada. Unfortunately, this crisis has shut down many businesses in XXXX XXXX especially the entertainment industry, restaurants and the hospitality industry as well as many other organizations. When I was informed about the decision from my manager on the XXXX of XXXX that our offices would be closing and I would be working from home, I immediately put together a budget then proceeded to reach out to all my creditors. On Tuesday, XX/XX/2020 I called Capital One to make payment arrangements for both of my closed accounts due to the recent Covid-19 Pandemic, also if customers would be receiving any kind of assistance. The representative was able to assist me, and I did not have to make a XXXX payment. I then followed up and spoke with representatives on XXXX and XXXX to once again inform Capital One that I would need more time to pay my accounts and was told everything would be fine and I wouldn't have to make any payments until XXXX. On Wednesday, XX/XX/XXXX at approximately XXXX, I called Capital One and spoke with a representative to let him know I would be making a payment for {$75.00} on XX/XX/XXXX. I was shocked when the representative informed me that I was late for my XXXX payment. I asked how it was possible since I have been so proactive with my creditors because I did not want to compromise my credit. I immediately asked to speak with a manager and was then transferred to a representative who identified herself as a manager/supervisor ID # XXXX at XXXX. 
When I explained my situation to XXXX she put me a on brief hold and then informs me that when I called on XX/XX/XXXX I was already late, therefore I couldn't get an extension or my payment waived for the month of XXXX. I then informed XXXX that the service representative did not disclose any of this information to me as well as how it does not make any sense. I was granted assistance for two months inconsecutively ( for XXXX & XXXX ) but not XXXX when I called, and if I was late YOUR organization does not disclose this to the consumer. I asked XXXX if I could speak with a manager and her reply is " I am the highest and you won't speak to anyone else above me '', I knew right away either she wasn't a supervisor ( if so lacks skills & needs training ). I then requested what she was going to do in order to help me with this current situation as well as to play back the initial call in XXXX so we can hear what was stated. XXXX puts me on another hold then proceeds to tell me she has to put in a request to have someone/supervisor ( but she couldn't track the call and play it back at the moment ... really with today 's technology??? ). XXXX informed me it would take up to 20-30 days before someone could call me back with the outcome of the call. Once again, I asked XXXX for her help and what could be done today. I voiced my frustration again informing her my concerns that no one from Capital One has EVER returns a call back when promised, and to wait 30 days is crazy because I would be reported to the credit bureaus. I demanded to speak to someone who is in your executive offices and this is when XXXX became extremely rude, defensive, argumentative and continued to speak over me. Therefore, I demand to know, why the delay in getting help retrieving the call, what happened when I have complied every month and most importantly the lack of professionalism within the call centers. Most importantly, this is going to affect my credit rating. This is absolutely absurd ; it is obvious there is a severe lack of training as well as incapable employees working at your call centers. My ordeal was unfortunate and unnecessary. I am writing to see if I can get a senior manager to call me back from your corporate office to further assist me since your call centers are incapable of doing so. I am also writing to encourage you to take this opportunity to improve your call centers customer service in hopes of improvement. In these uncertain times I am striving to do what is right and constantly being met with frustration. 

I did receive a call and a letter from XXXX who identified herself as XXXX XXXX, on behalf of Capital One on XX/XX/XXXX with a resolution ( please see attached ) and assured me I wouldn't receive any late fees, interest fees as well as not being reported to the credit bureaus. I was notified from XXXX that Capital One reported me for being 30 days late. Of course I reached out to Capital One immediately and a representative XXXX called me on my birthday telling me the reporting was accurate because I am past due on my account???? Seriously ... this is beyond frustrating. Since then I have emailed both XXXX XXXX Director of Complaints and XXXX XXXX President, Financial Services as well as the company ceo XXXX XXXX with no return response. I left XXXX XXXX a message this morning and was unable to reach Mr. XXXX. However, I am going to continue to call every day until this matter has been resolved. 

I can express how frustrating it is to speak to some of these call centers representatives. Also, the lack of professionalism, assistance and how we as consumers are getting the run around. This is affecting my credit due to the organization lack of competent employees, I find it utterly ridiculous that I have to reach out to your organization for assistance meanwhile these corporate officers are making hundred of thousand of dollars if not millions, and they don't honor their own company mission statements when it comes to consumers. 

Therefore, I am writing to you for assistance. I did speak to an agent for CFPB by the name of XXXX who informed me to send all of my correspondence in hopes that you have this company remove me from all 3 credit bureaus. 

I will not relent until this matter is addressed - I am owed an APOLOGY from a corporate manager and hopefully this company can get their mess together!!! 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation