Consumer complaint received 2017-02-25 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
In XX/XX/XXXX and XX/XX/XXXX my credit card payment was due but I was not home ( XXXX ). Coincidentally, a friend that I was visiting was mailing in their Capital One payment at the time I was there so I thought it would be wise to place my payment in their envelope as I did n't have my bill there with me. Logging in to the site in XXXX was different so I was unable to access online while there. For whatever reason the payments did not post to my account. I thought I had taken care of this months ago but as I sit here today my credit reports still reflect XXXX late payments from XX/XX/XXXX and XX/XX/XXXX. Previously a representative had agreed to send a request to remove. There was no way for me to know that Capital One payments may be processed by a Lockbox or machine. I assumed someone would physically look at the check and apply it to the correct account number. The amounts due were so small it did n't seem like it could be so detrimental as it has become. I will never mail my payment in again that way. I have been trying to get this resolved but I am getting the inadvertent run around. One person agrees to remove and then the next person decides not to. Although this is a complaint I am not here to bash Capital One. In my opinion Capital One is the most customer friendly bank there is, XXXX to none. Usually, I would even say the majority of the time the Customer Service is top notch. I am actually considering using the Capital One vehicle financing program and would consider and refer it to friends and family depending on how that goes. I am a good customer and I even follow Capital One on XXXX. However, getting someone to listen, understand, and act on my account error has been almost impossible. Today, XX/XX/XXXX I was told by a Capital One representative by the name of XXXX at about XXXX PM that the FCRA states that they can not change the information even if due to a processing error. I have read through the FCRA and I did not read that anywhere. The account is closed and paid in full but this mistake in which I had every intention to not happen happened and I am being penalized exponentially because of this. I requested statement copies last weekend of my XX/XX/XXXX and XX/XX/XXXX statements and instead received a letter stating the information could not be furnished because the account is closed and has a zero balance along with the XX/XX/XXXX statement. A clear indication that mistakes do happen but in this situation I am the only one being severely punished. To make matters worse the letter gives 4 key points as to why credit counts which I am aware of. I am a spouse, father, son and many people are depending on me so my credit is important. How can I tell my family college financing options may be limited because of a {$25.00} payment being processed incorrectly. This is n't fair to me, this is n't fair to my children. Please understand. Please help. The account is paid in full, there is no risk anymore. Thank you.

Company response to consumer: Closed with explanation