Consumer complaint received 2020-02-15
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint:
Capital One Platinum Card XXXX - False 30 day late reported ( *They have both my cards with them in my statements listed as platinum cards when one is a quicksilver- please make sure you are looking at the right cards history when reviewing ) Capital one has REFUSED to remove a 30-day late payment that they added to my report in XX/XX/2019 that was sent to the credit bureaus in the month of XX/XX/2019. Capital One knows as well as I, that the reporting the bureaus should have never even occurred ( as I have several of their managers on recorded phone calls stating so ) because this account was in the middle of a fraud dispute when my credit card was run up thousands of dollars due to identity theft.

It literally took them 4 months to resolve the issue and they most definitely would not have if I didn't call them every single agonizing day spending upwards of 5 hours on the line each time. day after day I had to re-explain the entire chain of events to someone new, get put on hold for 30 minutes at a time and then hung up on ... My hair has turned gray from their repeated incidents of indecency. 

I also have every single call recorded from that incident as well as And in calling every day you really get to see what Capital One 's employees think of their customers.. in my recordings is some of the most apathetic, inhuman and cold conversations I have ever had, all because I had the soul-crushing misfortune of having my Identity stolen- I somehow now have been branded guilty until proven innocent by their employees before I even come on the line. 

So four months go by of them playing games.. I have over 70 pieces of paper they sent me for just this card alone that shows the timeline plain as day. They finally decide the case in my favor and put back some of the money. Turns out, they forgot to reverse and recalculate interest fees that still had me owning a near {$800.00} payment before they would release my credit back to me- when I had ever only used a tenth of my credit line myself. 

This practice I am told, of withholding credit following a fraud case until payment is made is also against the law. But low and behold they did it. I knew something was wrong and quickly noticed the fees and unreturned late payment charges that they had tacked on towards the end of the dispute. After another 3 weeks of calling every day- the hang-ups- the lies- the random transfers to voicemail machines that no one owes.. they finally correct the mistake- it was still off but it was close enough I guess and I was facing a lot of other ID theft at the time and tired of arguing with them. Throughout the months- and this has been confirmed on recording by managers as well, I continued to make the cards minimum payment as necessary under FCRA XXXX Even so- Capital One still refused, after all of that, to release the credit until a made a {$150.00} payment of which they stated IF my credit was release to me following the payment, it would set my monthly payment back to what I really owed- {$54.00}. IF they allowed me my credit back that got stolen from me. 

This all took place between the months of late XXXX to late XXXX. The only thing that should have been reported was that the card was under investigation per the FCRA, but at some point a month or two after they had reported a late 30 day late. I immediately called in and spoke to a manager who stated that she understood and clearly saw there was a dispute going on and that I had made all of my minimum payments in spite of the dispute. The dispute was closed out in my favor and I did not have any late payments on in my file from that time period. She told me it was easy-peasy and she would have it removed. 

Well that was the last of the kindness I had received from Capital One. Ever since then they have outright refused EVEN THOUGH they all state they can see there was a fraud investigation going on there, that it was decided in my favor and that I made timely minimum payments.. yet they still cant, wont or dont care to do the right thing and have them removed.

On two occasion they made me scan in all pertinent paperwork THEY sent me and ALREADY HAVE to prove to THEM that THEY messed up.. even though they would acknowledge what I was saying to be true. Now when I bring it up their employees get downright hostile and it is clear that something is written in my file that causes them to treat me like I am less than human.

I have submitted the paperwork they have requested twice in three different mediums each time, by snail mail, fax and email and each time someone in some small office somewhere has denied my it knowing nothing about what I went through with their fraud team and how it truly is a mistake on their part even though its all on the file in black and white. 

This is not right- the FCRA has clear reporting rules set for periods of investigation and they are openly and knowingly violating it and the CRA 's are letting them as I have disputed it four times now. This single late payment is stopping my family- my kid, from being able to have her own room and us the ability to purchase our first home. I am sorry you guys had to " deal '' with another identity theft victim and think I should be somehow punished for that every time I call in but not only is it completely inaccurate reporting and against the rules of the FCRA, its just downright dirty and wrong.

Company response to consumer: Closed with explanation