Consumer complaint received 2024-10-03
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

Hello, I am reaching out in regards to an ongoing dilemma with Capital One regarding my Spark Business account ending in XXXX. I am a very responsible consumer with excellent payment history and overall credit. Capital One reported a 30 day late payment to all 3 bureaus for XX/XX/year>. The payment was due on XX/XX/XXXX and after a month of non payment, they reported the 30 days late to the bureaus in the month of XXXX. However, I NEVER received ANY correspondence from Capital One regarding any payment reminders. No phone calls. No emails. No texts. Nothing. Even though my account is set up to receive payment alert reminders, paperless statements, etc, I still never received anything. 

Once I was notified through XXXX of the 30 day late, I immediately reached out to Capital One to make a payment and I explained to them what happened in hopes that they would remove the 30 day late reporting due to me not receiving any correspondence from them. No one could help me. I escalated it to account managers and they all told me the same thing, " It says that you are set up for email notifications for payment reminders so there is nothing we can do on our end. '' Every time, my response was, " I understand you are saying I am set up for email notifications, however I am NOT receiving them. '' At this point it was their word against mine. I am assuming they figured I was not being honest about not receiving any correspondence because on their end, it shows that correspondences were being sent. 

So after calling back over and over again to get someone that could actually help, I spoke with a woman and she told me some very pertinent information. After looking further into my account, she ( I do not remember her name ) told me that emails were being sent, but none of them were going through. They were all being bounced back to the sender ( this further infuriated me because I had spoken to at least 4 account managers prior to her, and no one disclosed this important information. They all acted like they did not know what was going on as to why I was not receiving any alerts ). I asked her why I was not receiving any alerts even though my accounts are set up to receive alerts, and she was unsure. She eventually transferred me to the IT department so they could assist. IT discovered a cease and desist on my account which was preventing me from receiving notifications ( not exactly sure why a cease and desist was placed on my account. I did not personally request that. ) Once they removed the cease and desist, I began getting inundated with emails and alerts. 

After the issue with the alerts was resolved, I submitted a written dispute to Capital explaining the whole situation. I figured they would take into consideration that there was a major technical issue preventing me from being aware of my due payment, thus requesting from the bureaus to remove the 30 day late notice. After the investigation was complete, they refused to make any adjustments. They said the 30 day late was accurate and according the FCRA, they have to report accurate information. I reached out to them via phone to discuss their decision. Further explaining that there was a major technical error on their end that was preventing me from being aware of my payment status. They seemingly did not care and still were firm on their decision. I proceeded to say that I was going to contact the CFPB. She strongly encouraged that I do not do that but she left me with no choice. So here I am. 

Thank you, XXXX