Consumer complaint received 2023-05-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Today XX/XX/XXXX, I made a payment on my CAPITAL ONE credit card for {$200.00}. Unfortunately, I made the payment a few hours after XXXX. But, of course, CAPITAL ONE had already put a fee of {$38.00}. 
I told myself I would call and request if it were possible to waive the fees ; I had only a few hours late. 
What a surprise when the customer service representative told me there was no reason for waiving the fees. I explained that CAPITAL ONE had already increased, not my limit, but my interest at 27.74 % interests, that's already a lot. I explained that I had personal issues because XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. After that event, for more than three months, I stayed inside my home and did not go outside, creating a budget problem. And created some difficulties financially, but now it is behind me, and that's why I made a {$200.00} payment, and if they can waive the {$38.00} late fee, that will help me. She refused, and she offered to subscribe to AUTOPAY instead. 
Unfortunately, it was not the best moment to offer me such an opportunity. Therefore, I requested to speak with her supervisor. 
I waited 10 minutes on hold when the Rep explained everything to the supervisor before transferring my call. 
I spoke with XXXX # XXXX, and right after saying hello, she cut me and told me that it would be impossible to waive the fees because I was really late. I explained the situation, but for 30 minutes, she did not do anything ; at one point, I told her that she cut me all the time when I was talking, she was insulted, and, of course, when I finished talking for the rest of the call, she let a long silence before she starts talking with " Can I talk now ''. She's a supervisor. At another moment, She told me that she would end that call, even if I said that I was not done ; she answered, " Oh no problem, we can take the entire afternoon if I want because I got paid every hour that I am working. '' she is a supervisor. After telling her what I went through, she told me that she gets paid for every hours of work she's doing. It was irrelevant ; she did this because she was still insulted. After all, I asked her not to cut me. 
I was so frustrated with arguing for {$38.00} that I said well, keep it my {$38.00} for a few hours late, and I will have another {$45.00} in interest in a few days. 
I also told her that on XX/XX/XXXX and XX/XX/XXXX, CAPITAL ONE reported at all credit bureaus twice 30-day late, my first two late notes since the opening of my account in XX/XX/XXXX. 
The XXXX report shows that the past due amount that created the 30-day late was for XX/XX/XXXX, {$59.00}, and on XX/XX/XXXX, {$10.00}. 
I wanted to explain how come it is possible that for a {$10.00} payment, I got a note 30-day late that hurt quite a lot my credit score. 
She did not comment and told me that if there were nothing else she could help with, we would end our call. 

I can not believe this service ; maybe it is because I have an accent ; who knows?

Company response to consumer: Closed with monetary relief