Consumer complaint received 2020-04-14 00:00:00
Product: Credit card or prepaid 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: NJ

Complaint narrative:
I have contacted capital one on several occasions to inform them my finances have changed and that i'm experiencing a temporarily financial hardship no longer working due to injury on the job. If possible what assistance can be offer to assist me during this hardship. What are my options. I'm able to make a little less the required payment. I was originally enrolled in auto payment. However due to loss of work i tried to cancel the automatic payment. I contact Capital One to inform them in Early XX/XX/XXXX to stop payments.However my account had a block due to verification purpose. Capital one customer service had to refer XXXX to the fraud department to correct this matter. I spent hours on the phone assisting representatives with the verification process. I email copy of my drivers License and tax return. However the customer service representatives were still unable to complete the verification process. I spent hours at a time on the phone. The customer service representative offer to call me back and apologize for the inconvenience. I was still unable to get any assistance or information in regards to my account. This happened over several weeks. This miscommunication, computer and system delays on capital one have caused a serious delinquency on my account. 
I was still making payments on my account XX/XX/XXXX i paid XXXX  XX/XX/XXXX automatic payment was attempted however payment returned XX/XX/XXXX. This was still continuing because account couldn't be verified however i made XXXX payment XX/XX/XXXX {$32.00}, XX/XX/XXXX XXXX  XXXX  I contact Capital One on several occasions in regards to my account and what i needed to pay to have account in good standing. I was told to make a payment before XX/XX/XXXX to avoiding falling behind 30 days. XX/XX/XXXX i made a payment of {$1300.00}. According to XXXX, XXXX  and XXXX  credit bureaus on XX/XX/XXXX, Capital one reported a late payment. I have contact them several times due to heavy call volumes, Capital One did not take any calls on several dates leaving automatic message indicating to call another time as a result of the Covid-19 Pandemic. I have spoke to other customers who informed that Capital One was offering options for hardships to all of its customers. If an investigation was done and call records were reviewed. It will indicate the poor customer service, system ( PC ) errors and lack of communication that caused my account to be reported negatively. I have been a customer over 10 years and have never been reported late. I have not received any mail correspondence about my account with Capital One. This is the reason i always called to verify any changes or issues. According to Fair Credit Reporting Act. I have the right to dispute any inaccurate or incomplete information. Capital One has refused to assist with any disputes.

Company response to consumer: Closed with non-monetary relief