Consumer complaint received 2020-08-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
XX/XX/XXXX To Whom It May Concern : My name is XXXX XXXX ( DOB XX/XX/XXXX, Last four of account XXXX ). I am currently a Capital One credit card holder. I am writing this letter to report significant concerns regarding my historic and recent experiences with Capital One. 


Approximately two to three months ago I contacted Capital One because I had concerns about my credit report. Capital One had reported my account delinquent to the credit agencies. The report caused my credit score to drop significantly. This occurred just as I paid off all my debt, except for Capital One, student loans, and car note. I informed Capital One that the report was inaccurate for two reasons : I changed my automatic payment information online and it was not my fault that the Capital One electronic system did not process the change. The agent confirmed my attempts to change the information and cited a technical glitch for the reason the change was not processed but placed the blame on me. 
I was impacted by Covid-19 and it was my understanding that the credit card companies were not reporting information to the credit agencies during the pandemic. 

It was clear from the discussion that the agent only wanted to focus on my first reason for the inaccuracy. I had to correct her multiple times that this was a two part complaint. I believe the focus on the first reason was because Capital One would not have to make any changes if it was for the first reason only. I did not want to go into details about my personal information given how Capital One has twisted my words in the past to claim they were accurate. 

Finally, the agent told me that I could qualify for Covid relief until XXXX and reversed the late payment. When discussing the relief program the agent specifically said, Your next payment is not due XXXX. However, you can pay the minimum balance earlier if you choose. I asked the agent was she sure that I had till XXXX and she reiterated the claim multiple times. She also mentioned that I will receive the terms in my email. 

On XX/XX/XXXX I went to trade in my vehicle and was denied because of my credit score. My credit score dropped approximately 40 points from the last time I contacted Capital One about a credit score drop. I was embarrassed, humiliated, and above all frustrated because the information from Capital One was significantly inaccurate. Capital one reported me 2 months late on my credit card payment and my credit card as currently in default status. 

I contacted Capital One on or around the evening of XX/XX/XXXX and XX/XX/XXXX. I used the chat feature. The person responding, XXXX, stated that she as a real person and not a computer. The responses took a really long time and I was patient. However, I soon realized that I was having the same experience with XXXX that I was having with the previous agent. 

XXXX was not researching my claim to help me. XXXX was researching my case to prove that Capital One did nothing wrong. It was clear that XXXX, just like the agent from the previous call, was listening to defend Capital One and not listening to understand the entirety of the situation. XXXX was quoting policies and clearly using learned customer service jargon and approach such as I am sorry for your experience, but the report was accurate and read your email. I explained to XXXX that it is not my responsibility as a consumer to know Capital Ones practices and I took the word of the agent that I had payment relief until XX/XX/XXXX. I stated that yes, the relief may have been noted as 30 days in the email, but it was my assumption that  Capital One would automatically renew the relief at the end of the 30 days because I was clearly told that I had payment relief until XX/XX/XXXX. I also asked XXXX to check to recorded tape and she will see that I was being honest. XXXX acknowledged that I may have been told that I had relief until XX/XX/XXXX but the email overrode the agents words. 

This makes absolutely no sense to me. I do not believe that I should be held responsible for Capital Ones multiple mistakes. Also, I do not like Capital Ones tactics of fear and intimidation with credit reporting. I have lost many opportunities due to Capital One. Quantifiable losses, such as higher interest rates on car loans, and an inability to refinance or trade my car in for a lower monthly payment and interest rate. I have not qualified for home loan programs due to Capital One. Additionally, Capital One has benefited from late payments and keeping me stuck with them because I am denied other credit cards as a result of Capital Ones inaccurate reporting to the credit agencies. I can not close the credit card, it is my longest credit card and has my longest credit history. Closing the credit card will result in an even larger drop in my credit score. Additionally, I am subject to their poor practices by having to monitor everything I say because they definitely engage with me during a phone call to have me say something that disqualifies my concerns. It is extremely frustrating and stressful. 


Capital One did the same thing with me during the great recession of XXXX. They raised my interest rate and were insensitive to anything I said. I am afraid to call and say anything because I know they will twist my words and corner me. 


Please help my by removing these inaccuracies to my credit report and reversing fees collected. 

Respectfully, XXXX XXXX XXXX, XXXX, XXXX, XXXX

Company response to consumer: Closed with non-monetary relief