Consumer complaint received 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR

Complaint narrative:
I wish I never obtained a Capital One Credit Card. I only got it to pay off tuition for a class I had to take to finish up my degree, or else I would never have gotten it, especially at 27 % interest rate!!! 

Also now reading reviews of Capital One credit card, there are so many consumers that have not had favorable experiences and have had to struggle to fight with Capital One and now their credit is impacted even further and not for a lack of trying to work with this unprofessional company. 

When I was falling behind, they did not offer me any payment plans & I could not pay the minimum amount. Eventually they said I could pay an amount that was lower than my minimum amount " to avoid going past 120 days. '' I started making those payments. That were {$170.00} a month appx each month. 
, Then a rep told me that I could apply for the Capital One Hardship ( r ) Plan ( tm ), but gave me no information or no details. They didn't ask for my income or any information regarding my unemployment. 

Instead, they asked me what was a : minimum payment '' that I could pay each month and asked me to provide what that minimum payment dollar amount was that I could make each month. I told them, well, of course I want to make the least amount of a payment because I'm struggling right now financially and that's my hardship. 

But they couldn't tell me what the minimum amount was to qualify for the " Hardship Plan. '' So each time I called in, I would try starting off low amount.... {$25.00}, {$50.00}, {$75.00}, {$100.00}, I was paying {$170.00}... I offered that and each time they would run the number to see if I was approved and each time after seconds I was denied with no reason given.

??

This made no sense. What is their Hardship Plan? What constitutes a minimum payment to be a part of it? What is this number game? It's as if I'm buying a used car. They should be telling the consumer what the minimum payment is. Or a range.

If my balance was {$5000.00}, what would I have to pay per month? for those undergoing hardships? A {$1000.00} per month? {$990.00} per month? It never made sense. I never was accepted into the elusive and evasive " Capital One Hardship Plan ''.

Also paying the {$170.00} to avoid going past 120 days and to avoid charge off was never clear either - setting the consumer up for failure. Which occurred in my case. Each rep would give me different information on when the payment was due because it had to be 120 days from my last payment made and so they each would calculate it incorrectly, giving me differing dates.

I didn't understand why this wasn't a date set by the system and clearly communicated on the app, on the bill etc. I sent emails trying to clarify. I would be given a date verbally of say XX/XX/XXXX, but then the automatic email would say XX/XX/XXXX .. and the rep would say that I ignore that that the email just lists the FIRST day of the month. None of it was clear or reassuring. 

Then when I finally made a payment for the month of XX/XX/year>- I am on the XXXX XXXX XXXX XXXX and apparently my payment didn't go through because there was a cut off time that I was unaware of, nor was it ever communicated by email or by the reps. 

I worked with a rep who was going to clarify and correct this and ensure my payment went through - however she never got back to me and my account was CHARGED OFF. 

Based on what was happened it appeared that all of Capital One 's acts and efforts enabled this. I am absolutely disgusted. I was trying to avoid charge off. I was trying to get into the hardship plan, but yet it seemed like it was an elusive plan that did not exist. 

Now I'm getting constant emails from Capital One asking me " DID YOU FORGET TO SELECT A PAYMENT PLAN '' and what payment plan do I want to choose to pay off my charged off amount. 

What? 
Now I get plans - clearly definied and explained with MINIMUM AMOUNTS? Now there's multiple minimum amounts listed, clearly defined with the minimum payment. called out with the amount of months and terms. 
Payment Plans that are cheaper than the {$170.00} that I was making payments on previously. 

Why was this not clearly communicated prior when I was applying for the HARDSHIP PLANS? Now when i am charged off and my credit score is impacted - hurting myself a single parent and my children.

Again, it seems predatory to push consumers into a charge off especially after I was never allowed to enter a payment plan- for the hardship plan. Then when I make my payment my payment is on thew day off but off due to time difference????

Now I have impacted credit - a charge off No more credit card and I can't even access my account because the transaction data is not viewable. This is absolutely unacceptable. I don't understand how you can offer a hardship plan and then don't provide any information to the consumer - no terms of what's acceptable. I wasted months in impacting my credit score trying to work witrh your reps when I wasn't even told there was a hardship plan, then when I told there was one. I was never gon na get in it. I had to keep shooting in the dark for an amount that never existed. Or would be accepted.

I made a payment on the due date- I want the charge off to be removed and I want to be entered into a hardship plan as it should have occurred with clarity for an consumer.

Thank you.

Company response to consumer: Closed with explanation