Consumer complaint received 06/29/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CAPITAL ONE FINANCIAL CORPORATION (FL).
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint: I called Capital One on XX/XX/XXXX and spoke to a representative who was very helpful. He removed my husband as an authorized user and faxed me a letter withing 15 minutes stating this had been done. I forwarded this letter over to my mortgage company as we are in the process of buying a home and were suppose to close on XX/XX/XXXX. I immediately received a call from my mortgage company asking that the letter state " The account has been removed from the credit file '' I called Capital One back with this simple request at XXXX on XX/XX/XXXX. I was told by the representative they could not send a letter with specific wording without a written request which would have to be mailed in then it would take 7-10 business days to receive a letter back. I advised the representative that I do not have 7-10 business days as we are closing on our homeXX/XX/XXXX. She advised I could fax in a request to General Correspondence to XXXX XXXX XXXX, she stated once the fax was received it would take 30-45 minutes for me to receive the letter I was requesting. Thursday morning, XX/XX/XXXX at XXXX XXXX I faxed a written request asking that a revised letter be sent with specific wording stating " The account has been removed from XXXX XXXX XXXX credit file. '' As of XXXX XXXX on XX/XX/XXXX I still had not received a fax back with the letter which I requested. I called Capital One to follow up and was told I they could not send a custom letter as they only have generated letters to chose from and this was not an option. I asked to speak to a supervisor as I was getting different information from every representative I spoke to. I was transferred to a senior account supervisor by the name of XXXX. I explained to XXXX from the beginning my issue and what I needed. I explained I received a letter stating my husband had been removed as an authorized user on my account ; however, the mortgage company is asking that the letter state " the account has been removed from his credit file '' in order to have his credit score increased. I advised i faxed over the written request as I was told to do so and now I am being told you can not send the requested letter. XXXX advised the same thing the representative stated that they do not have access to send a custom letter ; HOWEVER, she would send over a credit dispute herself to their credit department to have this taken care of for me and they would fax me a letter back within 3-5 business days. That was on XX/XX/XXXX at XXXX XXXX that she sent the request over to the credit department. I called back on Friday XX/XX/XXXX, Monday XX/XX/XXXX, Tuesday XX/XX/XXXX and Wednesday XX/XX/XXXX for a status at to make sure everything was going  smoothly and being processed as we are on a time frame and I needed this done in a timely manner. Every time I called and spoke with Capital One I had to start back over at the beginning and no one was able to see all the notes from previous conversations. When I finally did get with a supervisor it was a nightmare and no one was helpful or could give me any information. I spoke with a supervisor on Monday XX/XX/XXXX who advised she could see this was " in processing '' I called again on Tuesday, XX/XX/XXXX and was told again by a supervisor this should have been completed and faxed over yesterday as that was the deadline. SHe stated if I dont receive the fax by Wednesday at XXXX XXXX to call back. I called again on Wednesday XX/XX/XXXX around XXXX XXXX as there was still no fax. At this point in time they finally advised me they would NOT be sending the requested letter. Now the closing on my home has had to be pushed back 2 weeks to XX/XX/XXXX because I fell a week behind waiting on a letter which I was never going to receive. TERRIBLE TERRIBLE CUSTOMER SERVICE!!!!!!!!!

Company response to consumer: Closed with explanation