Consumer complaint received 05/16/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CAPITAL ONE FINANCIAL CORPORATION (GA).
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint: I have held this  Capital One cre dit card without issue for over 10 years.  Two years ago I signed up for online statements, as we were living out of the country and di d not want to delay our statements. We successfully received statements until    XXXX  2016 , and we paid every statement that we received.      After   XX/XX/XXXX , I  did not receive any online statements from  Capital One.  Without the statement to remind us to pay the minimum/balance as we had f or 10 previ ous years, we forgot to pay. Thus, we have some blame on this. However, we did not receive any  Capital One online statements as we should have ( we can prove this from email records ), and Capital One did not have our correct physical address in their files despite having previously delivered our statements by mail ( we never asked them to change it ).      Thus, Capital One did not notify us that the payments were in arrears and never sent us any correspondence that we know about to let us know, either via email or via mail. When we realized  ( via a credit report ) a nd called them to pay, they had closed the account. Both sides realized the situation, and I explained that I was more than happy to pay them the back payments and the interest that I would have owed if the statements had been received. I also offers to pay off the card, so tha t Capital One  would both be paid in full for their interest and principal. In return, I asked that they would recognize their own issues in this situation and, upon full restitution from me, reinstate/close the account and take off the poor credit report mark that they had given to me.     Instead,  Capital One called me a nd claimed that I must have been receiving their online statements. They cited a payment that was made after   XXXX  2016   . I explained that my wife had made payments across all of our cards that day and that this was not proof that we had received our statements. I again cited that I had proof from my email account that the statements were not received, and that I had some concern that the statements had been sent at all. They informed me that they were declining my offer of restitution and have send the card debt to collection, further and unnecessarily ruining my  credit score.      My request of CFPB :  First, I have a  long history of paying my credit card accounts, to  Capital One and others. Second, I have made it clear that there were issues at Capital One that occurred that could have notified us of a problem and prevented this situation. Third, I have offered to restore Capital One on all payments as if I had received the statements, which would be a fee far greater than they would receive in collection. Fourth, given my history and my email proof to the contrary, Capital One 's decision to ignore their own part in this and to ruin my credit history is unfair and unjust. I ask CFPB to intervene on my behalf to ensure fairness is done for both sides.

Company response to consumer: Closed with explanation