Consumer complaint received 2016-11-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card
Issue: Late fee

Complaint:
I recently applied for a Cap One card- because I wanted to establish a form of credit, to begin a successful record to reflect responsibility from a consumer/customer. I received the card, after paying {$50.00} for it, w/an available balance of {$200.00}. I charged up the {$200.00} and looked forward to paying my monthly fee, going forward. I paid my first payment online on XXXX/XXXX/16. At the same time, I signed up for auto pay, to make electronic payments for the min amount, easier than remembering to pay each month. However, on XXXX/XXXX/16, I sat around waiting for the auto payment to be deducted. I checked online, I checked the app ... on XXXX XXXX, I saw that I was charged a late fee for non payment. I immediately called the company. I called to close the account completely & I was prepared to pay off the whole balance, as I was upset that this occurred. I explained to the CSR that I was signed up for auto payment, and that there should have been a payment deducted from my account, that would avoid any late fee. I explained to the rep. That I had no desire to be in credit card late payment trouble & debt over a {$200.00} credit card & it simply was n't worth it. I explained that I 'd go ahead, pay the balance to close the account. I requested my {$50.00} refundable deposit. I expressed to him my disappointment in having to deal with these issues, a month into owing a card that I only applied for, to help me instead of hurt me more. The rep then explained to me that it would not reflect negatively on my credit report, and that one late fee does n't usually cause your credit to take a dive. He expressed that he would refund the {$25.00} late fee, accept my payment over the phone & personally get me signed up for auto payment, so that I would never have this problem again. I accepted his offer to waive the fee, as well as to sign me up, based on his confident promise, that by him personally signing me up ; I 'd never ever have this problem. He assured me & promised me over and over on the phone that if I kept the account, he was personally making it right- and then he went through the steps to sign me up. After-which, he guaranteed me again, by reading the disclosures, verifying/confirming information regarding what I wanted to pay each month {$25.00}. He confirmed the actual dates that it would be deducted XXXX of each month. 
Before he closed the call, he reminded me that on XXXX ; my first auto payment of XXXX $ would be deducted from my XXXX Bank account. He stated one final time that I was signed up, all was clear and that an auto payment going forward would be effective immediately, and he added that he 's already refunded the late fee. 
On XXXX/XXXX/2016, Once again, a repeat. I sat around the XXXX, XXXX, XXXX ... waiting for the auto payment to come thru ' thinking perhaps because of the weekend, that it would come in on Monday Morning, XXXX XXXX, 2016. However, it never did. What came to me, was an email stating that my account payment is past due & that I owe XXXX $ late fee, in addition to the Monthly min payment of {$25.00} ; bringing my current amount due, to XXXX $ I called the company. Upset that I 'd gone through all that in XXXX, only to turn around and go through it again ; I explained the entire case to the new CSR. This time, the agent refused to accept the amount that I actually owed, unless I consent to paying the late fee and wait on my reimbursement. When I refused to pay an additional XXXX $ for their error, on top of what I agreed to pay, the company immediately placed it on my credit report within 24 hours. Refusing to accept the min payment that I actually owed. Cap One, so basically, you 're refunding the late fee of XXXX , taking responsibility because you know it 's your error that there 's a XXXX $ late fee, which caused the min payment due ; to rise to XXXX . 
But, you 're not willing to take my payment unless I absorb the cost of your mistake first? XXXX

Company response to consumer: Closed with monetary relief