Consumer complaint received 2020-08-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Copy of my letter of XXXX to XXXX of Capital One : No answer yet : - ( Copy of my letter of XXXX to XXXX XXXX  XXXX XX/XX/2020 XXXX XXXX, XXXX Capital One Bank XXXX CC XXXX XXXX  XXXX XXXX XXXX, VA XXXX Ref : Your unhelpful personnel - XXXX in XXXX XXXX, XXXX, Supervisor (? ) ( Employee # XXXX?? ) in VA Removal of a late fee of {$25.00} and accrued interest to date totaling {$56.00} Savor CC : MC ending in. XXXX Do review following fact and respond : 1. Am a loyal customer of XXXX CC since XXXX. Have diligently paid charges for purchases in FULL and on TIME ALWAYS. 
2. I deposit the payment cheques at my local POST OFFICE around XXXX of every month to allow ample time for it to reach you and it always does. 
3. For whatever reason one payment probably did not reach in time and a {$25.00} late fee and subsequent interest was imposed every month. 
4. Due to CoronaVirus pandemic, I did not incur any charges for XXXX billing cycle. But current bill showed a payment due of {$56.00}. Upon checking my records, I realized that it was due to above mentioned factors. 
5. I should have called immediately when that fee was imposed but did not.

6. So I called today requesting to oblige me by removing {$56.00} charge.

7. Back of the XXXX XXXX CC boasts about your WORLD ELITE CONCIERGE Service at XXXX. 
First spoke to XXXX in XXXX XXXX, I explained the situation in detail giving her all facts and requesting to remove the charge. She had to SUBMIT my request to your SYSTEM by putting the call On Hold and review my account!!! Then she magnanimously announced that she can make ONE TIME Accomodation by removing {$1.00} interest charged last month!!! This is MOST annoying and senseless How can any human even think of being so idiotic and say such things?? She had no answer!! So I asked to speak to her Supervisor. 
8. XXXX put the call On Hold again and promised to get a Supervisor quickly. Soon a recorded announcement claimed of a large number of calls. Is this what you glorify as WORLD ELITE CONCIERGE Service??? 
9. After 3-5 minutes, XXXX, XXXX came on line. I asked her if XXXX had briefed her about my call. She averred NO stating that the call came thru normal queue!!! She added fuel to the fire by asking for my 16 disgit CC number and last 4 digits of SSN. Why are you doing this???? To annoy customers?? Dont you have any respect for customers time and frustrations??? Are you in the business to provide good service or upset the customers by such silly, unnecessary and senseless procedures?? No business ethics. 
10. Anyway, XXXX too claimed that she has to submit my request to your SYSTEM for removal of the charge. A while later, she too magnanimously offered to remove {$1.00}!!! And she averred that this matter can not be escalated further because she is the FINAL authority!!! Classic BIMBO performance!!! 
11. Do you train your reps to offer SENSIBLE and CARING service to customers? Or install zombies like XXXX who lack logic and comprehension of facts? 
12. Are you going to get rich by collecting this piddly {$56.00} and by subjecting me to such shabby and indignant treatment? Dont you have any self-respect or honor?? 

I am mystified and perplexed by the conduct and response of XXXX and XXXX. 
No good business would treat customers in this manner. 
I hope your are sensible enough to right this wrong, aplogise and offer assurance to re-train these reps. 

Sincerely : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XX/XX/2020 Capital One Customer Service XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX : XXXX CC : MC ending in. XXXX XXXX People : Your current statement for period XXXX levied an interest charge of {$0.00}. 
This is WRONG because I paid previous FULL amount of {$56.00} in time. It is credited so on above statement. 

So, I called today and spoke to XXXX in Arizona. After much ado he agreed to remove that {$0.00} charge and confirmed that the new due amount is {$39.00}. 
But he took a long time reviewing the account, giving me much bull and nonsense for this piddly amount. WHY??? 

WHY do you do such things? 
1. To annoy and/or gouge loyal customers? Dont you have any honor or business ethics??

2. You dont CLEARLY WRITE CS phone number on your bill. To further frustrate customers?? Silly 3. Sooooo many IRRITATING & FRUSTRATING mechanical prompts b4 being able to talk to a person. 
4. Your representatives are worse than robots. Have NO common sense but are well trained as zombies.

5. Are you in the business to provide quality service or treat the customers as piece of XXXX??? 

See my previous letter to your XXXX XXXX XXXX on the back. 
No response yet Need one NOW. 

Sincerely : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX

Company response to consumer: Closed with monetary relief