Consumer complaint received 2019-11-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Friday, XX/XX/XXXX Time : XXXX - XXXX Credit Report Dispute ( Bureaus Contacted on XX/XX/XXXX by Priority mail ) XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX  XXXX. XXXX  XXXX XXXX, TX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, PA XXXX Dear Sir or Madam : I am writing to dispute the following information in my file pertaining to credit cards and accounts with Capital One due to the inability of Capital One to locate the Menards Card account upon my voluntary attempt to pay off the debt, as well as Capital Ones inability/unwillingness to lower the current balance of {$1300.00} for a full or partial pay off, in combination with the Menards Card. I wish for a dismissal of the Menards Card be granted due to the increased length of time with a derogatory payment history, despite my attempts to pay such closed account off and Capital Ones disclosed inability to locate such account in order to process my payment under the card number, my social security number, my date of birth, my phone number, my address, and all other personal information provided in attempt to pay such debt reported to all three credit bureaus. 

I have circled the items I dispute on the attached copies and scans. Furthermore, and importantly, I have transcribed high level details of the phone call that took place on Monday XX/XX/XXXX between XXXX - XXXX on a recorded line with Capital One and myself. I certify the aforementioned and following are true and accurate : On XX/XX/XXXX I voluntarily contacted Capital One at XXXX in attempt to pay down or off an open Quicksilver credit card ( Card # : WITHHELD PER INSTRUCTION ) and charged off Menards Card ( WITHHELD PER INSTRUCTIONS ) serviced by Capital One according to the back of the card I was provided with ). 
I provided by social security number to access my account, made contact with a female representative ( ID # : XXXX ), and was informed I was on a recorded line. 
I provided by personal information for additional verification and I informed the representative that I had two accounts ( QuickSilver Credit Card and Menards Card ) serviced by Capital One which I wished to pay off or down the balances owed with {$1200.00} at the time of that call. 

QuickSilver Credit Card The representative ( ID # : XXXX ) identified my Capital One Quicksilver Credit Card with an outstanding balance of {$1300.00}. The credit limit was {$1000.00} and I had made regular payments for a lengthy period of time before recently falling into unexpected, heavy burdened financial issues that allowed my account to fall behind. Despite such, I had paid close to {$1200.00} in interests and fees to Capital One to date and the account is still open on XX/XX/XXXX at the time of this dispute. 
Despite a polite conversation, the representative was unable, or unwilling, to lower the payment amount for a payoff. She informed me that she had not been prompted, or did not have the option, of lowering the amount due. 

Capital One/Menards Card More importantly, and in regards to the direct nature of this complaint, On XX/XX/XXXX, at the time of the aforementioned phone call on the same recorded line with the same representative, our conversation shifted toward the Menards Card. 
I wanted to very much pay off the balance of the Menards Card in order to improve my credit score and payment history as the credit utilization was far above 100 %, despite several payments that couldnt meet minimums in months past and did not qualify ( apparently ) for enough funds in order to avoid 30/60/90 day late payment statuses. 
At the time of the phone call, I was informed that the Menards Card and account could not be located for payment. I provided my social security two additional times, as well as the Menards Account Number/Credit Card Number two or three additional times. My date of birth, address, full name, and all other information were provided on multiple occasions during the course of this phone call. 
I voluntarily made every attempt to allow Capital One to access and identify the account. I asked to speak with a supervisor. 
Upon conclusion of speaking with the representative and supervisor, Capital One was unable to find, identify, or acknowledge the existence of the Menards Card Account through the duration of the phone call. I was subsequently unable to make a payment. 
o On XX/XX/XXXX, a derogatory remark for missed payment was made on my credit report for Capital One/Menards in the amount of {$270.00}. 
o The balance owed on the Menards Card on XX/XX/XXXX was recorded as {$780.00} total, but the credit limit was {$500.00}. {$270.00} was past due and the payment status was 120-149 days late. An additional derogatory remark was added after this conversation on XX/XX/XXXX ( despite Capital One 's inability to locate the card for my payment processing ). 
Additionally, the supervisor was unwilling or unable to lower the amount due on the Capital One Quicksilver Account, indicating that she did not have such ability to do so.

Company response to consumer: Closed with explanation