Consumer complaint received 2018-06-14
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION (WA)

The following is my complaint that I had made to the XXXX XXXX XXXX. I have now applied that complaint to this form. 

" I called Capital One on XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX about my payment that was due on XX/XX/XXXX. Which was XXXX XXXX. I was having problems logging into my account, I spent those 3 days trying to get through the automated system to get someone on the phone so I can update my billing info and ask a about how my payment would be made if be due on XXXX XXXX when all banks would be closed. For 3 days I could not even get a single rep on the phone. This isn't the first time I have complained about Capital one 's automated system. Previous complaints about their automated system have gone to the Attorney General 's office, the XXXX XXXX XXXX and capital one 's corporate Resolution Team. Previous complaints have also included Capital One staff members deliberately hanging up on me when I asked them not to because I have a complaint. I have could not make my payment to Capital One because I can not log into my account, I can not get a Capital One customer service rep on the phone, and their local ATMs do not service Capital One credit card customers. After my billing due date came and went Capital One charged me late fees and service charges. Capital One has deliberately made it difficult for customers to contact Capital One customer service they have utilized every tool at their expense to take advantage of the customer in exchange for profit for Capital One. As of XX/XX/XXXX I have spent a week trying to contact Capital One and I still can not even get them on the phone. " Capital one responded with a very generic response without doing any research on XX/XX/XXXX by calling me. The rep stated that " we were open on XX/XX/XXXX '' which I doubt because I don't think any banks are open anywhere in the US on federal holidays. I told the rep to make contact with me after researching my complaint along with previous complaints to the XXXX XXXX XXXX and the Attorney General 's office so that they are more qualified. 

Then Capital One response through the XXXX XXXX XXXX stating that I had logged on to my account on the XX/XX/XXXX the XX/XX/XXXX and the XX/XX/XXXX. I stated that this was not true and that it now sounds like my account has been compromised and that may be the reason why I can not login. 

I also stated that apparently it sounds like they realize they had failed in their security precautions and wanted to turn the fault onto me. My complaint had addressed the issue that I could not log in, I called for 3 days and could not get past their automated system to speak with someone ( previous bbb complaints are on file addressing this issue ) my complaint also addressed on how to make a payment when the due date is a federal holiday. I stated in my rebuttal that the nearest branch is in Texas 1500 miles away. I also stated in my rebuttal the ATM 's do not allow credit card customers to conduct business with Capital One. 

I have attachments that will reflect Capital one 's response and my rebuttal.