Consumer complaint received 2023-03-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I have an XXXX credit card that was through XXXXXXXX XXXX I had updated my mailing addr with them several times. I had auto-payment set up for my bills so that they would never be late and wasn't a card that I used very often. I had e-statements turned on as I've had several issues with not getting mail. XXXX changed from XXXXXXXX XXXX to Capital One but I didn't receive that information from XXXX or Capital One. I'm not sure exactly when the switch occurred but looks like in XX/XX/XXXX. I found out in XX/XX/XXXX from my mortgage lender when they pulled my credit for a pre-approval letter. I previously had a score of over 800 and when it was pulled it was in the 620 range. I thought it was an error since I didn't even have a CapitalOne account and found out that it was my XXXX credit card. I never received any of the information on the switch or the new card and so it was never activated. I'm assuming the statements were returned as well as I never received them. They didn't transfer over my auto bill payment, didn't retain my e-statement preference, didn't try to call ( or text with a payment reminder ) and didn't try to email even though they had my cell phone number and email. They said that XXXX XXXX gave them a wrong mailing addr. Due to that, I was charged late fees each month ( XXXX, XXXX, XXXX ) and it was reported to the credit bureaus. Since I never received the information, there was no way for me to know that there were any payments that were late or any way to have even made the payments since I didn't know who held that card ( or that it changed ). After I found out what had happened ( XX/XX/XXXX ), I asked how to dispute it and was told that I'd have to wait to get a replacement card to get the acct number so that I could dispute it. It took them another month ( and several calls ) for me to receive a replacement card ( XX/XX/XXXX ). Their dispute process is done through the mail ( which is clearly not secure at all ) and requires a lot of sensitive information ( name, acct #, SSN, DOB, addr ) instead of using a secured server. They then couldn't even tell me if they received it for their review period of 30 days. XXXX XX/XX/XXXX, I receive their decision which was that they weren't going to do anything to remove the late fees ( other than XXXX, they did remove the late fee for XXXX ) and weren't going to remove the late payment information from their system or the credit bureaus ( which is what I need the most to buy a house ). They have access to look at my payment history with XXXXXXXX XXXX which is spotless and all of my other payment history is spotless as well. Hopefully when other companies do this type of switch, they would say who they are switching to and if you don't hear anything by a particular date to contact whomever and give contact information as XXXX didn't do that.

Company response to consumer: Closed with non-monetary relief