Consumer complaint received 2021-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC

Complaint narrative:
I had to open accounts with Capital One since XXXX  before my car accident and I was in good standing until my XXXX happened and I had to wait for me to get XXXX. I called the company and let them know of my situation so they put me in a lower payment in between I was using it to live and I got scammed when I got some money for my car accident so it was very hard for me to pay but I still did I asked to be put on auto pay because I forget certain things I have a rare XXXX  condition after XXXX  XXXX. I have called Capital One several times with this issue that they made it seem that I was on auto pay but it only lasted 3 months and I forgot about it and so I went and default called in XXXX of XXXX to make it right then called back a couple months later and the last time I called was XX/XX/XXXX by this time I asked to be put on a lower payment plan because XXXXovid also affected my income and I broke up with my boyfriend of 5 years so I no longer had help I explained my whole situation to the company every time I called and pleaded with them they made it seem like they were going to help me and I spoke to managers before and asked for a payment plan and they finally got me down to a very low payment plan that was acceptable for me but with that when they read me the terms and conditions I was not aware that they closed the account. The account manager when I called back XX/XX/XXXX really made me feel ashamed for not knowing even though he said that they sent paperwork I explained that I forget a lot of dates in my mind isn't as sharp because of my XXXX that I have asked to be on autopay and I did it myself and I was making the payments but I asked them to reopen my accounts so I'm still in good standing cuz I was making the payments he told me there is no way they can reopen my account and by what I mean he ashamed me and made me feel less than a person when he told me that I if I can't remember dates that I should get a power of attorney I'm only XXXX XXXX XXXX and it made me feel like I can't do anything I told them if I can not have my credit open again at a certain time what is the point of me making the payments because I'm already struggling with the little bit that I have and XXXX kids all I ask them to do was reopen my accounts and me be in that low payment plan so that I can eventually keep fixing my credit. I just wanted a fair chance and they have all the recordings of me pleading with them I have called the company at least 4 to 6 times asking for help and asking to be put on autopay and explaining that I forget things but the last encounter with the last manager really made me feel like a horrible person.i don't think it's a company job to tell you when you should be put on a P.O A I feel highly discriminated against and I want to pay my debts and be treated fairly as a person without the extra comments when I explain that I need help. I would like both my accounts to be turned back in good standing then I will continue to make the payments I owe slowly

Company response to consumer: Closed with non-monetary relief