Consumer complaint received 2024-08-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR

Complaint narrative:
In late XX/XX/XXXX, I lost my wallet, including my Capital One debit card and credit cards. Among the cards lost were my Capital One debit card and XXXX Capital One credit cards. Over the course of the following weeks and months, Capital One repeatedly delivered replacement cards to the wrong address and I called them several times to rectify this mistake. One of those calls took place on XX/XX/XXXX. In this call, the agent for Capital One spoke with a thick accent that was difficult to understand. 
At some point in the call, the agent told me to " XXXX XXXX  and listen '' to them and to " stop talking so much ''. When I asked, who the XXXX are you talking to like that? ", the agent abruptly disconnected the call. I called back, spoke with another agent, resolved the issue and received my replacement cards in the following week or two. Upon receipt of my replacement cards, I used these cards, paid the balances, and resumed life. 
On XX/XX/XXXX, I was able to access my Capital One accounts where I received my regularly scheduled monthly direct deposit, made regular withdrawals for monthly rent and bill payments and even repaid a substantial amount toward the balance of my Capital One credit card ending in XXXX. Unfortunately, Im unable to quote these amounts since Capital One has blocked access to my past account statements generated since XX/XX/XXXX. 
On XX/XX/XXXX, I again received my monthly direct deposit payment, and I was also able to schedule a payment for my Capital One credit card payment due later that month ( XX/XX/XXXX ), however, when I attempted to withdraw cash from an ATM in order to purchase money orders intended to pay my rent and bills for the month of XXXX, I experienced problems with my account. The error message instructed me to contact Capital One for more information. 
Upon contacting Capital One by telephone, I was informed that my accounts were closed due to my abusive behavior, and I was told that the balance of my checking account had been mailed to me in the form of a check. The check was issued by Capital One Bank but when I visited the banks only XXXX branch to cash it, the bank would not honor its own check. I had to eventually cash the check at a check-cashing business that charged a high rate of fees. 
On XX/XX/XXXX, I received a letter from Capital One that was dated XX/XX/XXXX ( please see attached ). I had checked the mailbox the previous day and the letter was not in my post office box, so it had not been there sitting. Besides that, the letter had a trifold crease in the paper it was printed on even though it was received in a larger envelope which did not require it to be folded, nor was it folded when I received it. The post mark on the larger envelope indicated the letter was sent on XX/XX/XXXX. For these reasons, I believe this letter may have been returned in its first delivery attempt, but was re-sent by Capital One in another envelope. ( Capital One prefers to use XXXX  for their deliveries and this often results in mis-deliverythis was the trouble with receiving the replacement cards at the outset of the issue at hand here ). 
The letter reads : Capital One encourages and expects its employees to treat our customers with professionalism and respect at all times. We also expect the same from our customers. Due to your abusive behavior towards Capital One which has included taunting on a call with our associate that occurred on XX/XX/XXXX, we have made the decision to close these accounts. This behavior may affect your ability to do business with Capital One in the future. On account ending XXXX we have redeemed your rewards available at closure at the standard cash redemption rate towards your account balance. On account ending XXXX we have redeemed your reward back available at closure at the standard cash redemption rate and requested a credit balance refund check be sent to you. You should receive the check in seven to 10 business days. You are responsible for the full remaining balance on your account and ending XXXX. We are formally requesting that you refrain from using any abusive language in your future communications with us, this includes verbal, written, and electronic communications. Please do not attempt to make any more charges to these accounts. Please also destroy the credit cards as well as any credit cards that may be held by authorized users for these accounts. Additionally, please cancel any automatic Billings, as automatic billings will no longer be accepted on your accounts. 
Besides not having received Capital Ones letter ( dated on XX/XX/XXXX ), by XX/XX/XXXX, there was no other indication that my accounts were closed. I was still able to access them and so even though Capital One claims in its letter that the accounts were being closed, this was not true. At the time Capital One closed my account ending in XXXX, the balance reflects I owed {$300.00}. 
On XX/XX/XXXX, the payment I scheduled for XX/XX/XXXX, was not paid. Capital One did not notify me that my scheduled payment would not be made, nor did it notify me that they would be applying late fees for an account that they closed arbitrarily for no reason related to my ability to repay. Capital One demanded I pay {$60.00} by XX/XX/XXXX, if I wanted to keep my account from being reported as delinquent. My monthly minimum payment amount had always been {$25.00}. 
On XX/XX/XXXX, I made a payment of {$60.00} to Capital One, plus another {$25.00} amount toward XXXX bill. I also requested a fee waiver for the late fees unreasonably being imposed. 
On XX/XX/XXXX, I scheduled a {$25.00} payment for XX/XX/XXXX. For reasons unclear to me, the Capital One mobile app where I scheduled the payment, did not accept the payment. I suspect sabotage as I have never experienced a scheduled payment not processed. 
On XX/XX/XXXX, I received a letter from Capital One dated XX/XX/XXXX ( please see attached ). The letter denied my request for a late-fee waiver, stating, we are respectfully declining your request for a credit. The letter further explained that they closed my account because we may close or suspend your account at any time and for any reason permitted by law even if you are not in default. 
Fed up with Capital Ones arbitrary actions and their attempts to abusively dictate control over the situation they alone created, I devised a repayment plan of my own. On XX/XX/XXXX, I sent a letter to Capital One ( please see attached ) which broke down the balance and payment history after the account closure and advised them of the plan I created to repay the remaining balance owed to Capital One. 
With the letter, I sent a {$25.00} payment ( I refused to pay late fees ) for the month of XXXX and another {$25.00} payment for the month of XXXX. I advised Capital One that the only debt I was accepting and thereby repaying was the balance at the time of the account closure ( {$300.00} ) and further advised that Id make a $ XXXX monthly payment until the balance was paid. Lastly, this letter advised Capital One to send all future communication in writing to my post office box. 
Capital One has not communicated with me as prescribed and I have not received any corresponding communication from them since XX/XX/XXXX. 
Nonetheless, on XX/XX/XXXX, for the month of XXXX, I sent another letter and accompanying {$25.00} money order payable to Capital One. 
On XX/XX/XXXX, for the month of XXXX, I sent another letter and accompanying {$25.00} money order payable to Capital One. XXXX  On XX/XX/XXXX, for the month of XXXX, I sent another letter and accompanying {$25.00} money order payable to Capital One. 
On XX/XX/XXXX, for the month of XXXX, I sent another letter and accompanying {$25.00} money order payable to Capital One ( please see attached ). 
On XX/XX/XXXX, for the remaining balance, I sent another letter and accompanying {$120.00} money order payable to Capital One. 
As of XX/XX/XXXX, all of these money orders have been cashed, equaling a total of {$300.00}, the amount owed to Capital One at the time it closed the account. As of XX/XX/XXXX, in the Capital One mobile app, the balance reflected for the account ending in XXXX reflects an owed amount of {$340.00} and further reflects that this account is XXXX payments past due. 
Reflected in my credit report at all XXXX  credit reporting bureaus is a report made by Capital One that account ending in XXXX is delinquent. This information is incorrect and is an abuse of credit reporting intended to adversely affect my credit score not for an inability to repay, but based instead on a vindictive Capital One, using their status as a creditor to harass me through inaccurate credit reporting in retaliation for what it believes and describes as abusive behavior on my part.

Company response to consumer: Closed with explanation