Consumer complaint received 2017-05-13
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

Complaint:
I have been  unemployed  sinc e   XXXX   XXXX   2016. I  have made payments on time since then to  capitol one . I recently was off unemployment and reached out to them to advise them I would be late on a payment. The representative I spoke with basically said not a problem and they would waive the fee to call back once I made the minimum payment. A week or so later I made my payment and called yo have the fees waived. My {$60.00} payment was not over {$100.00}. I advised that I was not aware that the fee would n't be taken off the payment and would need to be taken off the account balance in full otherwise I would not have made that arrangement as I 'm on a fixed income and would n't be able to do that. I told them I could n't make it and this has created a bigger whole because I was n't informed of the whole thing being made a bigger balance by not paying on time. I tried to gather the funds to make a payment and after speaking with several reps about the issue and my situation and pleading with them to work with me I was advised to pay the {$80.00} difference and the fees would be waived. I could work on getting my balance down. I reached out to make another payment after paying what was agreed on my part and was advised my next payment was {$100.00}. I spoke to someone and advised them it 's really hard for me to keep up because the fees keeping getting added and they ca n't take them off. The rep advised me that I was in collections and that I was 1 day past due and that 's why. Ultimately after going back and forth with reps I 'm given a supervisor at my request. I go back and forth with him on the issue advise that I 'm pleading with them to work out my account. But does n't seem they are working with me and making the situation worse. He then begins to explain that had I taken a look at my statements I could have taken care of this before the problem became this big. I told him how dare he shame me when I have made numerous calls to try and work something out that I am calling now to work something out and that he is being completely disrespectful about the issue and that I am trying my best and what gives him the right to speak with me in such a way that is so disrespectful and the call needs to be escalated to someone immediately because I will be moving forward with a complaint. The representative "  XXXX  id #  XXXX  '' transfers me to a female named "   XXXX   '' who is a n executive supe rvisor who gets on the phone and says that the rep says I 'm complaining about fees. I begin to explain my story and situation to the representative and she hangs up on me. Does n't call back as if the call possibly disconnected. I am so hurt and frustrated that I am trying my best during a difficult time in my life to pay my bills and take care of my responsibilities and my efforts are treated so poorly. If I choose to walk away from my responsibilities I 'm damaging my self. Had the initial representive that I spoke with took the time to explain the process to me I would have never fell behind and I would have paid this bill and not paid another bill that would have not left me in this hole. Had I been treated like a person and not an account I would n't be dealing with this level of stress and anxiety.

Company response to consumer: Closed with explanation