Consumer complaint received 2015-10-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Balance transfer

Complaint:
As my issues were never completely resolved with my last submitted complaint approximately 50 days ago, I 'm submitting another. 

My previous CFPB # is XXXXCapital One Case # XXXXAfter about 2 months of fighting with Capital One, they finally gave me credit for the {$13000.00} balance transfer that was done in error the first time, and the second time never arrived. I was happy to hear from XXXX XXXX, in the " Executive Team '' via telephone. She said to call her if anything else happened, or if I had any further problems. Well, I did try to call her, using the PIN codes she provided over the phone and by letter. I stayed on hold for over 30 minutes and never got a voice on the phone, and called back multiple times that day - never reaching anyone, only listening to music on hold. I received her letter which also went to you, of Capital One 's version of the events - It mentioned nothing of the hell I went through, how extremely unprofessional they were at all times, and how not one supervisor over there helped me for 2 months while they charged me interest on {$13000.00} and then shut down my card for late payment. It does n't mention how they broke the law by not responding to my repeated requests to refund my my interest, and to reverse this charge - the hours I spent on hold, and how badly this hurt me financially. If you want to hear about the events as they actually happened, please contact me. 

I 'm writing today because I had asked XXXX XXXX to do the following for me, in lieu of the mistakes made:1. Reverse the interest that I was charged2. Reduce my payment back to what it should be, as I could not afford to make a {$300.00} payment. 

XXXX said this would be done, and that they would not report my late payment due to their billing error to the credit bureaus. I was given permission to make an {$82.00} payment that reflected my true balance, and that the payment would be adjusted. Well, It 's been a month since I spoke to the " Exceutive Team '' ie XXXX XXXX. Despite making the {$82.00} payment, my account has been shut down for the better part of a month, it says online that I 'm late, and that I owe a $ 160+ payment - which is not indicitive at all of my balance. And I have no idea if they reported me late to my creditors ( something they agreed not to do, as this is their error entirely ), but can only suppose that they did not honor what we agreed to in our conversation, as so many things continue to handled improperly. Though I appreciate what XXXX XXXX tried to do, I think, I still was given a number for her that proved to not get through to her, after many attempts, so this was not helpful. And after having called them hundreds of times to straighten this out, I can not keep doing so and expect a different result. I need my good credit in tact as much as you do, and if it 's not, this hurts me. I run a business and have affairs to manage - so I protect my credit carefully. I 've made all of my agreed obligations to Capital One, but this is just abuse. Not even after I reached the highest level possible did this issue get resolved, and I 'm in a much worse position now, from both a credit staindpoint and an overall financial standpoint. I 'm in complete disbelief.

Company response to consumer: Closed with monetary relief