Consumer complaint received 2025-10-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
I am the holder of a Capital One REI credit card. Formerly, this credit card was issued by XXXXXXXX XXXX before being transferred to Capital One in XXXX of XXXX. 

As of XXXX, I had been an REI cardholder since XXXX with no late payments and an automatic payment set up on my account. In XX/XX/XXXX, I had a {$92.00} balance on my card that was due on XX/XX/XXXX ( see XXXXXXXX XXXX  XXXX statement, attached ). The statement states that the automatic payment was set up and the payment would be deducted automatically on XX/XX/XXXX. 

On XX/XX/XXXX, I received a separate notice from XXXXXXXX XXXX that the REI credit card would be transferred to Capital One. The notice instructed me to continue using my card as normal until XXXX XXXX. It stated there would be a blackout period on XXXX XXXX during the transfer, and on XXXX XXXX I could set up online servicing with Capital One. No mention was made of changes to my automatic payment for the month of XXXX. See attached email. 

On my XXXX statement, I incurred a late payment with a past due balance of {$60.00}, which had been due on XX/XX/XXXX. The statement also no longer shows an automatic payment as being set up. This was a surprise as I had not cancelled my automatic payment, and I had been instructed to continue using my card normally until XX/XX/XXXX, when I could set up my new Capital One payment. I did not receive a separate notice from XXXX XXXX  about the late payment. 

I was first notified of a late payment by Capital One on XX/XX/XXXX ( see attachment ), weeks after the late payment. I immediately made a payment through Capital One, of the full credit balance of {$330.00}. At this point, Capital One had already recorded a XXXX late payment to the credit bureaus. 

On XX/XX/XXXX, I finally received a notification from Capital One warning that automatic payment could have been cancelled ( see attachment ). This was ONE MONTH after the late payment had occurred, and nearly two weeks after the date when I was instructed to set up my online account with Capital One.

I am filing this complaint for multiple reasons : 1 ) This late payment was due to my automatic payment being cancelled by XXXXXXXX XXXX without my permission or any communication to me at the time. I believe this occurred due to mishandling of the transfer to Capital One. 

XXXX ) The communication that I received from XXXX XXXX was false/misleading, and stated that I should proceed using my card normally until XXXX. It did not notify me of a cancelled automatic payment or instruct me to make any modifications to my account. 

XXXX ) Capital One has denied my request to remove this late payment, citing their obligation to report accurate information to credit bureaus. Whereas the fact that a late payment occurred is technically accurate, the information that was provided to me by XXXXXXXX XXXX was inaccurate and caused the late payment. 

XXXX ) I have filed disputes with all three credit bureaus, who have denied my disputes due to information received from the data furnisher ( presumably Capital One ). 

XXXX ) Although XXXX XXXX is the entity that may primarily be responsible, I can not dispute with XXXXXXXX XXXX because the credit card is associated with Capital One on my credit report. Capital One does not have records of XXXXXXXX XXXX XXXX automatic payment or billing practices. Therefore, there is a lack of accountability because Capital One can not investigate the issue, and I can not dispute with XXXX XXXX since it is a Capital One credit card. 

XXXX ) This has had a significant and lasting negative impact on my credit score.

Company response to consumer: Closed with explanation