Consumer complaint received 2024-03-18
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION (AZ)

Hello, My name is XXXX XXXX. I'm writing to you to express my frustration and anger towards one of my Credit Card companies ( Capital One ) for charging me a late fee of {$29.00} reflected on my CC webpage noting a posted date of XX/XX/XXXX. 

Yes, I have contacted Capital One Customer Service line on two separate occasions, as there wasn't a supervisor available on my first call for my attempt to reach a satisfactory resolution. On my second call placed on Sunday XX/XX/XXXX to that same company, the supervisor, XXXX to whom I spoke, advised me that her automated options given do not allow her to waive or lower that particular fee. 
The previous day, before successfully escalating my request to a supervisor, the Customer Service Representative advised me that my fee could not be waived, as it had been waived in XXXX of the year before. I attempted to explain to the agent that my wallet was stolen while traveling cross country during the time in which that late payment transpired, and that my payment history since then has been on time without exception. 

Before I ended my call with Capitol One supervisor, XXXX XXXX, I advised her that I would be contacting you all ( Consumer Finance Protection Bureau ) to place a complaint. 

This complaint stems from the fact that I submitted payment of this month 's CC not more than thirty minutes or so late, as I forgotten to account for the Daylight Savings time that occurred for most of the country, but not my residential state ( Arizona ). 

In order to provide context to this issue, I'll need to fill in a few more blanks for you, if I may. As suggested, my CC payment due date was XX/XX/XXXX. This month, I thought I'd take advantage of having ( 3 ) paydays to shift a few bills around. I knew I would still be able to make payment to my Capital One CC since my payday was the same. 
However, my paycheck usually arrives from my banking institute late afternoon, like XXXX or XXXX XXXX. I was also aware that I had till XXXX XXXX  Eastern to make the payment post for that same day. So, I thought I had made the payment before the deadline until pulling up my Capital One webpage a few days later. 

However, it's disturbing to me that my payment is officially documented as being received late ( and posted the next day on XX/XX/XXXX ), that my CC company, to which I've been in good standing for many years, would refuse to work with me over such a minor blip. 
When I mentioned about the CFPB finalizing a rule limiting the penalty for a late payment to {$8.00} having gone into effect on XX/XX/XXXX, XXXX XXXX advised that no company rules regarding late fees have changed yet, and that if and when they do, they ( Capital One ) will be sending out their advisement noting any changes. 

I am shocked at the no-good faith effort applied to satisfying this customer 's request for a reasonable resolution. It is in exasperation that I employ your assistance. 

Thank you for any and all attention to this matter. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX . 
XXXX, AZ. XXXX Cell : ( XXXX ) XXXX