Consumer complaint received 2022-08-05
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION (OH)

This is a follow-up to CFPB Complaint XXXX  
Since I haven't been able to resolve my billing issue through yourCustomer Service Department... I'm hoping you'll be able to help provide a timely resolution to this matter so that I can settle my account once and for all.

OnXX/XX/XXXX, I received an email from CapitalOne stating they hadn't received my $49.00 XX/XX/XXXXpayment. Realizing I had sent a money order (for said amount) onXX/XX/XXXX, I decided to contact customerservice on the matter. In speaking to a representative and explaining my payment was mailed, she indicated my payment will only be applied once they receive it. When I offered to provide her a copy of my money order, she refused; instead reiterated my payment would only be applied once it was received. After a few days, I received another email alerting me of a missed/late payment. Again, I called to inquire on the status of my account; and pointed out that my XX/XX/XXXXpayment had been mailed. The representative would only state it had not been received, and refused to accept proof of my payment. On XX/XX/XXXX I received yet a third email from CapitalOne alerting me of a missed/late payment???

XX/XX/XXXXI received an email from CapitalOne this time stating an additional XXXX is owed. Obviously, my payment of XXXX  was received... So why am I being charged an additional XXXX? 

OnXX/XX/XXXX, I called your Customer Service Department regarding my latest email. Initially, I spoke to a representative named XX/XX/XXXX. After going through an extensive verification process, I asked to speak to her supervisor. Somehow, I was transferred to XXXX  in your Fraud Department. Again, I demanded to speak to a supervisor! He in turn transferred my call to XXXX. Throughout our brief conversation... He seemed even less knowledgeableand more confused. He verified my June payment ($49.00) was applied to my account onXX/XX/XXXX. He also indicated the additional late fee ($29.00) had been removed. Despite having received my XX/XX/XXXX payment, he now insists a payment of XXXX  is owed. How CRAZY is that???

OnXX/XX/XXXX, after receiving yet another email from CapitalOne  I called their Customer Service Department; and demanded to speak to a supervisor. After a brief conversation with representatives XXXX XXXX, and XXXX; I was FINALLY transferred to a supervisor by the name of XXXX. During the course of our discussion, she revealed the XXXX late fee was applied on XX/XX/XXXX Despite my payment of XXXX  mailed XX/XX/XXXX with a due date of XX/XX/XXXX and my XXXX  payment mailed XX/XX/XXXX with a due date ofXX/XX/XXXX.. she claimed both were received late. To my knowledge, it takes 1 3 days for First Class mail to arrive to its destination; so how are my payment(s) considered late? They are mailed at least a week from the posted due date.

Its obvious, erroneous late fees have been tacked onto my account. Perhaps it because I haven't used my credit card in over 6 months. Attached are copies of the 'so called' missed payment(s) in question. Your effort to resolve this matter in atimely and accuratefashion is greatly appreciated.

Sincerely,
XXXX XXXX