Consumer complaint received 2025-11-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC

Complaint narrative:
My car loan with Capital One was showing it was XXXX days past due and increasing each day. The leasee contacted the company XX/XX/XXXX to inquire as to why since payments have been on time in the correct amount since account opened. The Capital One rep told her not to worry, they'll fix it and we'll see an update in 5 days. A week goes by account now shows almost 40 days past due. So the leasee calls yet again On XX/XX/XXXX and gets the same response. " We'll fix it, wait 5 days. '' Another week goes by and the account has yet to be adjusted showing XXXX days past due. Now I, the cosigner, call on XX/XX/XXXX as this is now affecting my credit score which took a big hit. The first representative tried to give me the same " we'll fix it '' speech which I refused to hear. They agree that all payments, in the current amount of {$190.00}, have been made for the correct amount by the dates they are do, the 17th of each month, yet could not explain why it was showing almost 50 days past due. I asked to be escalated to someone who could explain and resolve the matter. I was transferred to management who gave yet the same speech, confirmed the same information yet could not explain why the issue was occurring. He then claims the issue was a result of one of our payments being applied to the principle and not the actual payment. At this point I'm frustrated! If I make a payment for the correct amount by the due date, where it is allocated should NOT affect the payment status. After going in circles he explains he can't really help and I need the corporate office. I wait on hold for 20 minutes or so and he says they'll call me back. On XX/XX/XXXX I receive a call back from the corporate office. I reiterate the issue we are having and the explanation I received from the previous rep. She explains that the only thing left to pay is in fact the principle so that is where the payment should be going. Now I'm furious!!! She also confirms the {$190.00} has been paid on time reviewing records up to XXXX. She explained that a lump sum payment of {$8100.00} paid in XXXX could be causing the issue since that changed the payment amount ( originally {$380.00} ). She opened a case and informed she would have to contact the payment and credit departments to research further since she did not have access. She informed me she would call back when she had more details. I was hesitant to agree but I did. She was very transparent with timeline and expectations since a holiday was coming and they were to be closed. She called back that following Monday, XX/XX/XXXX just with an update. The payment that was causing the issue, which is now reflecting almost 60 days past due, was from XXXX. Although it was paid on time the system didn't register it properly. She called back again this Monday, XX/XX/XXXX with an update but I missed the call. I call back on XX/XX/XXXX and have been informed the payments have adjusted to reflect properly. The payment team had to make adjustments and a follow up has been sent to the credit department. So I verify on my end and yes, I see the adjustments made on XX/XX/XXXX. I was happy so see no more red payment past due. However, the payment that was made on XX/XX/XXXX is reflecting 3 days past due. I inform the rep of this and explain that I don't was this to become a reoccurring issue that I have to call monthly to address. She is returning to the payment department to address. In the meantime, my credit took a major hit for an issue that was no fault of my own or the leasee with no resolve or recourse and it seems I'll have to schedule monthly calls with Capital One for the next 2 years.

Company response to consumer: Closed with explanation