Consumer complaint received 2017-06-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Had difficulty paying a Capital One credit card for a few months. Called Capital One on XX/XX/XXXX to explain we ( a mother and daughter called, it 's the mother 's card ) were having problems paying and to request a debt management program with them. They gave us the phone number of a company they said they work with in these cases. The Capital One rep was friendly and helpful. That same day we contacted the debt management company and set up an account to start making monthly payments to Capital One. ( Note : the last statement balance we received from Capital One had a balance of XXXX. ) Later, we receive a letter from Capital One dated XX/XX/XXXX stating the mother 's account is not eligible for the debt management program we tried to work out with them through the debt management company they recommended. <P/>XX/XX/XXXX - Capital One accepts a payment from us through the debt management company, whose proposal they rejected according to the above mentioned letter. <P/>Receive another letter from Capital One dated XX/XX/XXXX stating the balance on the card was acquired by a creditor. <P/>Around XX/XX/XXXX, receive invoice from a collector on behalf of the creditor.
<P/>Around XX/XX/XXXX, start getting calls from collector, who now want payment in full.
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XX/XX/XXXX to XX/XX/XXXX - tried to work out monthly payment schedule with the collector through the debt management company but they said, although they 'll accept the payments, it would n't stop them from taking legal action. They wanted the debt paid in full right away. Offered a reduction if we paid {$1500.00} right now, and we did. Wanted the rest by XX/XX/XXXX, would extend to XX/XX/XXXX if needed. Said they would call for an update on XX/XX/XXXX and they did n't. They said they would email the information to us since we may need it to get a loan and they never emailed us.
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Around XX/XX/XXXX - After having difficulty finding a suitable way to pay the rest, we sought legal advice and contacted a lawyer. Paid the lawyer {$250.00} for a letter he would send to the collector. Around XX/XX/XXXX, the lawyer emails a letter to the collector, resulting in a phone call between the lawyer and the collector, which came to no resolution. Have n't heard from the collector or the lawyer since.
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Around XX/XX/XXXX, receive an invoice from a different collector on behalf of the creditor in the amount of {$14000.00}. They leave a message on mother 's phone.
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After seeking legal advice we decide to put in a consumer complaint. We feel Capital One was very unfair in charging off an account after the account holder contacted them seeking a resolution which they offered by giving us the contact information for a debt management company they work with. Further, after they later rejected the proposed debt management program, they accepted a payment from the account holder through that program. The resulting contact from creditors pressuring full payment immediately, etc. has resulted in emotional and financial distress which could have been avoided if Capital One did not renege on the solution they offered.
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Details are in attached documents.

Company response to consumer: Closed with explanation