Consumer complaint received 2024-02-08 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: VA

Complaint narrative:
On XXXX XXXX XXXX XXXX XXXX XXXX I called Capital One 's customer service ( XXXX ) to discuss a missed payment that was due on XX/XX/XXXX. I originally set this payment up as a scheduled payment on XX/XX/XXXX, but canceled it just before the due date as a result of an emergency that caused my entire paycheck to be allocated. Once connected to a rep, I explained my situation in great detail, told them I had every intention to make the scheduled payment on XXXX XXXX XXXXXX/XX/XXXX, but would only be able to make the minimum payment that I had been making each month prior which is {$25.00}. I also requested, as a result of this being my very first missed payment, if I could have the late fee ( {$25.00} ) assessed to my account waived as well. After putting me on hold for a brief time, she returned and agreed to both. After thanking her and hanging up, I immediately scheduled a payment at approximately XXXX XXXX on the mobile app for {$25.00} to be processed on XXXX XXXX XXXXXX/XX/XXXX. On the evening of XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX, I called Capital One 's customer service line again because I thought it was odd that the app was not showing that a payment had posted or that XXXX was pending even though I had received a scheduled payment confirmation on XX/XX/XXXXXXXX XXXX XXXX  via email. I was told by a customer service representative not to worry, that he could see the payment pending, and that I should see this payment post to my account at midnight. Once midnight arrived, I checked my account in the mobile app once again and saw that the payment had indeed posted, but I also had a {$40.00} late fee assessed to my account. I immediately called Capital One 's customer service line back and was unfortunately connected to a representative who kept yawning while I spoke, was inattentive to my concerns so had poor comprehension of what I was describing which caused me to have to repeat my issue from beginning to end XXXX times. My issue and concerns were communicated in great detail and in depth and yet I was met with a circular conversation leading nowhere. Due to this, I requested to speak with a XXXX or supervisor and was told that the department comprised of the individuals who could assist me with my issue was closed. I was also told that there was no other individual my issues could be escalated to and was also informed that she could do nothing for me so she instructed me to call back the next day. That was an unsatisfactory resolution so after hanging up with her, I called back again hoping to speak with someone who could actually assist me. I ended up being connected with someone else and once again had to keep repeating the facts surrounding my issue because customer service representatives at Capital One only listen to respond to customers, they don't listen to understand, or to actually provide solutions or resolutions. They also don't document notes from phone calls with customers accurately because I was also informed that the representative that I spoke with on XX/XX/XXXX failed to document every detail of our phone call and simply make notation of the {$25.00} late fee being waived. That was NOT the only reason for my initial phone call and was not the agreement made prior to ending that same phone call. After all of calls to Capital One 's customer service line, I decided that I would not be calling them the following day and proceeded to file a complaint with the XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) as an initial step in my complaint process for their deceptive practices/miscommunication and failing to document customer issues properly. In total, I spent over an hour calling and talking to several different people about this and still could not receieve an appropriate resolution. In conclusion, not only does my account show a late fee for {$40.00}, but I received my account statement via email yesterday that shows my account is still " past due '' and that my next payment must be {$87.00}. Absolutely not. The agreement I made on XX/XX/XXXX needs to be honored with not only the {$40.00} " late fee '' removed, but this new {$87.00} payment due for XX/XX/XXXXXXXX XXXX XXXX  should be corrected as well. It is not the customer 's responsibility to fix miscommunication and incompetence on the behalf of bad customer service reps.

Company response to consumer: Closed with explanation