Consumer complaint received 2020-04-14
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

Complaint:
Capital One has charged me several late fees for technical issues that were beyond my control. A payment I made was also reversed without explanation and I was not refunded the money in my bank account. The late fees steemed from when I setup auto pay on my account after missing two payments in XXXX and XXXX. I missed these two payments because I am a XXXX XXXX  and was unemployed at the time. Once my finances improved, I paid the minimum payment which was {$220.00} to bring my account current. Capital One charged me for this payment twice, but later adjusted my account to remove one of the payments. I would like this to be corrected. 
Once I established auto pay, there were automatic drafts on XXXX XXXX, XXXX XXXX, and XXXX XXXX. Following this, the XXXX auto pay was returned, but I did not receive notification of this from the credit card company. The payment was taken from the same account I used for the XXXX payment. Upon realizing that the payment did not process, I made a separate payment on XXXX XXXX. There was also an autopay scheduled for XXXX XXXX. I'm not sure how this happened, but that automatic pay was scheduled to be drafted from an old bank account I had on file. I did not select that bank account for the automatic payment, thus it must have been a technical issue. Since the bank account was closed, the autopay was returned on XXXX XXXX. And the autopay on my account was canceled by Capital One. Since the autopay was canceled by the bank, I also missed my XX/XX/XXXX payment and was charged a {$27.00} fee. This was around the time Covid-19 became more rampant in the US. I was in the midst of school and a family emergency and my entire life was upended. I had to leave XXXX to come to Louisiana where I am currently located. I was not able to stay on top of emails or bills as I was reeling from changes to my school schedule and employment. Thus, I never noticed that the automatic payment was stopped. I missed the XX/XX/XXXX payment and was charged a {$38.00} late fee. In total, I was charged {$65.00} in late fees. I contacted Capital One and asked if they would help me bring my account current by removing the late fees. I told them I received my stimulus check and was willing to pay the minimum balance, but I also wanted the late fees waived because they happened as a result of issues that were out of my control. I received sterile and uncompromising assistance from the Capital One representatives I spoke to. One of senior account representatives I spoke to even hung up the phone and I had to call back. This is incredibly unkind and unprofessional considering the current economic and public health crisis we are all dealing with. I am trying to do what is right to bring my account current, but it does not seem fair that Capital One is refusing to remove these late fees since one was caused by a technical malfunction and the other occurred at the beginning of the coronoavirus pandemic when I was forced to move across the country and I lost income. It is only fair that Capital One refund these fees. I hope the company will do the right thing. I would also like to know why one of the {$220.00} payments I made was reversed.

Company response to consumer: Closed with monetary relief