Consumer complaint received 10/27/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CAPITAL ONE FINANCIAL CORPORATION (IL).
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint: To whom it may Im really upset and mad and feel rejected by capital one credit cards. 
I am currently experiencing a very hard situation financially due to that my family whom is my daughter and my first wife live im XXXX texas and were impacted and hit by the hurricane harvey in the state of XXXX tx. There home was destroyed the roof was destroyed and they lost ll of their home furniture clothes food all the home furniture was destroyed and cant go back there until the owner get the help from the insurance and fema. 
fema denied help to the owner and the home insurance is only giving an amount of money to he owner but it isnt enough to repair all the damages on the house and also not enough to have the owner buy all the total loss of the furniture and clothes food etc. My family lost everything and now currently living in a shelter for a period of time but they only get limited food and things that they need. It is not a lot of help is very limited. 

i was there a few days ago and cried as i saw everything they going thru. Eventually they need to start all over again. 

I was promised Help at first from capital one but than no changes were made. Not if im not current. In other words they stop helping me because they have help me in the past. And now there not able to. I know they can. I understand its a proccess they need to follow im not dumb. 

But times like this is when us customers need them to help us out, a representative once told me that it didnt matter how many times u are under water and are in situation and circumstances like this we would get help, that capital one was there for us always. 
I explained my situation to customer service representative, and than i got transferred to an account specialist to supposely help me with my concerns. 
The regular representative was Much nicer than the account specialist, sometimes there nicer than a supervisor, or manager, Capital one denied me help for all of my XXXX capital one card ending in XXXX I also told them if they could put a stop to avoid getting more fees such as late fees they did that before and it help, they also have help me before, why can they help me now wheni need their help now i am currently experiencing a short term financially with money this is the reason why i havent made payments because i sent the little money i had to help my ex wife and my daughter who live in XXXX tx, they currently living in a shelter but there is not that much help it is very limited. 

the lady was very rude and sounded like if she was a XXXX person against XXXX or XXXX, i dont know why capital one always says there here for me and that would help with my accounts but wen disasters happen or any other emergencies comes they reject you.just because u were help before, so they close the doors to you, even wen u explain why. 

i am very hurt to find out that in situations like this i would get no help and get rejected. 
I been with capital one for years, im sad. 

So just because i was help in the past i cant get help anymore, that is what the account specialist made me understand. 
And specially on situations like this XXXX. 

I hate wen they tell you that they are here for you and they lie i wss promise late fee wavers for the past XXXX or 3 months and interest charges to help me get caught up with all of my XXXX accounts, it makes me feel like capital one only cares about people money and not the help they say they will get. 

My priority is to get back on track with all my XXXX accounts soon or later as fats as possible. 

and get the help i need. Moment like this is when us constomer feel welcome. And feel pround to be a customer of capital one.

Company response to consumer: Closed with explanation