Consumer complaint received 2022-03-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
Hello, I have discussed this issue at length with Capital One representatives and they refuse to offer any extra grace but one late fee removal. My problem with paying this balance is that I was under the impression that I was receiving a {$2500.00} loan at 0 % fee, 0 % interest for 12 months. However, the transaction did not go smoothly and I had to request not one, but XXXX reissues of the {$2500.00} before it actually was processed into my other bank account. 

The process started XXXX when I downloaded their mobile app, which led me to the 0 % APR/ no fee loan offer. I completed the loan process online but a few weeks later when the money still hadn't been issued to my bank I reached back out to Capital One where they told me they would reissue the check. Again, weeks go by and the money doesn't show up, so I call Capital One again, they cancel the check and reissue it. This time is goes thru, officially on XXXX XXXX according to the receiving bank. 

In XXXX. I receive a bank statement that includes interest charges, which I was not expecting... so I call Capital One again, they say they only reissued the check one time, meaning the first transaction through their app wasn't properly accounted for and the offer I thought I had received was actually never a thing... So begins the blame game... 

I pay off the amount in the statement with interest, expecting to be done with their games. But the next month another bank statement comes in saying that I owe interest for the time between the end of the last statement and the payment I made to clear the statement. At this point, I'm frustrated to the point of non-compliance and I refuse to pay the extra interest without explanation as to how the offer was so poorly executed. I have talked to different representatives at least once every month throughout this ordeal and none can prove that I had created the loan through the app before I called to get the check reissued. 

This is a serious concern to me and I hope that they are held accountable for the transactions they process thru their app. It cost me a lot of time and at least {$60.00} of interest so far, with new charges totaling over {$120.00} now with the exrta intererst and late fees they've added. I hope we can work on settling this soon, but my last contact on the phone apparently went " as far up as they can go '' and ended with a filing of my complaint. 

I believe they should either prove to me that I submitted the loan app through their app and if so I will pay the remaining interest they expected, however, I do not feel that I should be responsible for any of these late fees as I've paid a good faith amount and have just been trying to figure out what the problem was in this since then. 

I need help getting them to work on a settlement with me as the last contact ( the " end of the line '' representative ) said that they would not remove any other fees and I do not think they deserve to get that money. Please let me know what can be done to resolve this. 
Thank you, XXXX

Company response to consumer: Closed with monetary relief