Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Product : Credit Card XXXX : Capital One Issue : Problem with a credit card Debt settlement / Charged-off account Complaint : I am submitting this complaint regarding my inability to resolve a charged-off credit card account with Capital One despite multiple good faith efforts. 
Over the past year, I experienced significant hardship, including severe health issues and the loss of my baby. During this time, I was unable to work, which caused financial instability and ultimately led to my account being charged off. I also experienced the loss of my home and my vehicle. This has been an extremely difficult period in my life. 
I am now in a position where I am stabilizing financially and attempting to take responsibility for my debt. My total charged-off balance is {$440.00}. Throughout the past year, I received multiple settlement offers from Capital One for {$250.00}. I am now able to make a one-time payment of {$260.00}, which is the maximum I can afford at this time, and I am ready to pay immediately. 
On XX/XX/year>, I contacted Capital One customer service to accept and fulfill this settlement. However, I was informed that the only available settlement amount is now {$330.00}, which I can not afford. This amount is significantly higher than the prior offers I received, and the difference of {$76.00} is not manageable given my current circumstances. 
During my call, I spoke with multiple representatives, including XXXX ( ID # XXXX ), XXXX ( ID # XXXX ), and XXXX ( ID # XXXX ). I made several attempts to escalate my concern, including requesting a supervisor. I was transferred multiple times, received inconsistent information, and was ultimately unable to speak with someone who could review or honor the previously offered settlement amount. I was advised to submit a fax and wait up to 30 days for a response, which is not reasonable given the urgency of my situation. 
This matter is extremely urgent because the negative reporting on this account is directly impacting my ability to secure housing and reliable transportation. I work in real estate, and my credit profile is critical to my ability to maintain employment, obtain a vehicle, and secure stable housing. I have been denied housing opportunities due to my credit, and this account is a significant factor. 
I am making a good faith effort to resolve this debt immediately. I am requesting that Capital One honor the prior settlement offer of approximately {$250.00} ( or accept my offer of {$260.00} ) so that I can resolve this account. 
Additionally, I am requesting that Capital One review this account for a goodwill adjustment or removal from my credit report after settlement, given the documented hardship and my prior history as a customer in good standing. 
I believe I am acting in good faith by attempting to resolve this account, and I am asking for fair consideration based on the settlement offers previously extended to me and my current financial hardship. 
Desired Resolution : Accept a one-time settlement payment of {$260.00} to resolve the account in full Provide written confirmation of settlement terms Consider a goodwill adjustment or removal of the account from my credit report I am prepared to make payment immediately upon approval and would appreciate a prompt response given the urgency of my housing and financial situation.

Company response to consumer: Closed with explanation