Consumer complaint received 2020-07-20
Product: Credit reporting, credit repair services, or other personal consumer reports 
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
Tags: Servicemember

Complaint:
I have been trying with little success to resolve issues with my Capital One credit card account since XX/XX/XXXX, but to no avail. 

Last fall, suddenly I was unable to make payments on my account through Capital Ones online payment portal. I had been making my payments that way for a long time, but the account simply disappeared. I called the number listed on the website, and was told that nobody could talk to me, because it was not my account. I do not know why anybody thought that. I actually needed my wifes permission to talk to anybody at Capital One, which is absurd. 

After more than an hour on the telephone, I was told that the matter could not be resolved and that the case would be elevated. A week or so later, I received an email telling me that the matter was resolved and that I could use the online payment portal. It still did not work. 

I could no longer make payments online, and Capital One was not sending me billing statements, despite my many efforts with Capital One to resolve this matter. Furthermore, despite Capital One knowing that I did not have access to the online payment portal, Capital One did not mail me a billing statement. 

I wrote to Capital One on XX/XX/XXXX, detailing the many efforts I went through to resolve this matter. 

Unfortunately, Capital One had still not restored my ability to make payments, instead sending me a form letter explaining why I might not have received a billing statement. I also received another letter confirming that the entries on my credit report are accurate. Those entries imply show that my payments wee missing. However, that letter fails to acknowledge that I had no way of making the payments, and that it was the fault of XXXX XXXX online portal. 

I again wrote on XX/XX/XXXX, asking that somebody respond to the particulars of my letter of XX/XX/XXXX. I have enclosed a copy of that letter too. My response to that letter was the same as before. So I wrote again on XX/XX/XXXX. 

In my XX/XX/XXXX, letter, I mentioned once more my inability to access the online payment portal, and I mentioned that you still have not sent me a current billing statement, which would be necessary for me to make a payment by mail. In good faith, I included a check for a payment in the amount that would have been higher than the regular minimum payment before this trouble started. That check was not credited to my account until nearly a month later. 

On XX/XX/XXXX, I wrote a fourth letter to Capital One expressing my frustration that I still was not receiving regular billing statements and that I was still being denied access to the online payment portal. I also mentioned that this issue was damaging my credit record. Again, I sent a check as mentioned before, which again was not credited to my account for nearly a month. By this time, Capital One was showing my account on my credit report as more than 120 days past due. 

Finally, on XX/XX/XXXX, I received a letter from Capital One ( dated XX/XX/XXXX ) stating simply We are unable to fulfill your request through written correspondence. On XX/XX/XXXX, I called the number on the letter and spoke to several people for well over an hour. The first person to help me referred me to your technical department who was unable to resolve the issue of my being denied access to the online payment portal. Again, this matter was escalated XXXX case ID # XXXX XXXX. Finally, the issue with accessing the online payment portal was resolved on XX/XX/XXXX, more than XXXX months after I began this ordeal. 

After speaking with your technical department, I was referred back to customer service where I discussed the issue with the late payments on my account and its affect on my credit rating XXXX case # XXXX XXXX. The woman with whom I spoke said that I would need to write to you to resolve the credit report problems, but she could help me set up a plan to resolve the unpaid balance on my account. She said that if I were to make a payment of {$100.00} before XX/XX/XXXX, my account would be marked current. I wrote a check for {$120.00} XXXX # XXXX ) and mailed it on XX/XX/XXXX ). You credited my account for that payment on XX/XX/XXXX. 

All that remains is the damage that was done to my credit report from what I have explained in this and the enclosed letters. As you can see, I have been diligent in trying to resolve this matter and it was not my fault that my payments were delayed. I have been working in good faith, and I hope that Capital One can also exercise some good faith in this matter and remove the derogatory information from my credit report. This is the only account that shows any delinquency, and it is really hurting my credit. 

On XX/XX/XXXX, I wrote a letter to the Credit Bureau Disputes office of Capital One as suggested by the woman with whom I spoke mentioned above. Again, Capital One was non responsive to the particulars of my complaint and sent me another letter on XX/XX/XXXX, which indicated once again that I would be unable to resolve this matter by written correspondence and that I would need to call. On XX/XX/XXXX, I received a letter from Capital One dated XX/XX/XXXX, indicating that they researched my account and that they had " confirmed that the late payments we are reporting are accurate. '' The response I received from Capital One from nearly all of my correspondence has been non-reponsive. 

Another point I made in my letter of XX/XX/XXXX, was that Capital One was reporting the delinquency on my wife 's credit report, despite the fact that she was not an account holder on that account. I asked that the derogatory information be removed from my wife 's credit report. They did not respond, and it still shows as my wife having late payments in excess of 120 days. It should show nothing on her account, because it is not a joint account.

Company response to consumer: Closed with non-monetary relief