Consumer complaint received 2024-07-18 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: CO

Complaint narrative:
The following details are concerning a credit card, number XXXX. Ive had a credit card account through XXXX since XXXX. It was first managed by XXXX until XX/XX/XXXX when the account became managed by Capital One. Other than an initial charge on card XXXX in XX/XX/XXXX and a final charge in XX/XX/XXXX ( because of false information given to me by a Capital One representative, XXXX ), all other charges made to the account were automatic beginning monthly in XX/XX/XXXX for my cell phone service with XXXX and later with XXXX. Of all the monthly charges on card XXXX from XX/XX/XXXX to XX/XX/XXXX, the monthly payments were made IN FULL and on time except for once in XX/XX/XXXX and reversed by XXXX due to my excellent payment record, and two late payment records in XXXX of XXXX and XX/XX/XXXX that were also reversed due to some miscommunications and discrepancies with XXXX  and Capital One about billed amounts, billing dates, charge dates, coverage dates, and due dates and at least one undelivered statement. ALL of my 12 credit card accounts are paid IN FULL any time they have a balance due. This practice of mine afforded me a XXXX score of over XXXX for years. 
Then, on Sunday, XX/XX/XXXX, after a full day ( weekend ) of XXXX shopping, I came home and before eating dinner I sat down at XXXXXXXX XXXX XXXX and spent 4 minutes to complete my {$68.00} Capital OneXXXX monthly payment by phone ( SEE detailed XXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXXXXXX XXXX ITEM ). At the end of the call, it stated that the payment would be posted on XX/XX/XXXX. 
All calls made to Capital One start with the greeting of Thank You, for calling Capital One about your XXXXXXXX XXXX XXXXXXXX. This call is being recorded. 
On Monday XX/XX/XXXX, I called Capital One to make sure my payment would not incur a Late Fee ( SEE detailed T-Mobile Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX XXXX XXXX XXXX ITEM ). That is when XXXX ( sp? ) told me that my {$68.00} payment showed as being paid at XXXX XXXX  EST. I explained that being a customer with XXXX XXXX cards for years, I wasnt aware of any XXXX cutoff time. I politely asked for any Late Fee to be waived. The representative ( In the recorded phone call ) stated that there wasnt any past due fee yet, so you dont have anything to worry about. She then stated that I could monitor the account and if I noticed any past due fee to kindly give a call to see how Capital One could help you ( me ) out with options to save you ( me ) money. 
XXXX changed the terms of their service and in order to receive a monthly {$5.00} discount, the automatic payments were required to be made from a checking account instead of with a credit card company. The payments had to be revised by XX/XX/XXXX, and were switched to come from my XXXX XXXX checking account beginning in XX/XX/XXXX in order to continue saving {$5.00} per month. To arrange this, two calls were made. One was to the local XXXX store which directed me to the main XXXX number to make the payment change ( SEE detailed XXXX  Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ITEM ). 
As soon as I received my next XX/XX/XXXX to XX/XX/XXXX Capital One statement for my XX/XX/XXXXXXXX XXXX  charge of {$53.00}, Trans Date XX/XX/XXXX, Post Date XX/XX/XXXX, and due to be paid on XX/XX/XXXX, along with a {$29.00} Late Fee and a {$1.00} interest fee, I kindly gave a call to Capital One on XX/XX/XXXX, to see how Capital One could help ( me ) out with options to save ( me ) money and reached XXXX ( XXXX XXXXXXXX XXXX  Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX XXXX XXXX XXXX ITEM ). XXXX stated that she would only reverse the {$1.00} interest charge for a 57-minute late payment, but refused to waive the {$29.00} Late Fee for the same 57 minutes of the {$68.00} FULL PAYMENT. She offered to transfer my call to her supervisor, XXXX, who also refused to waive the fee. Both women were terse and rude. I explained that I no longer wanted to continue business with this card. XXXX chose to end the call. 
I called Capital One again on XX/XX/XXXX, in hopes of reaching a more accommodating representative ( SEE detailed T-Mobile Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX ITEM ). This time XXXX informed me that because of the XX/XX/XXXX waived fee ( if you recall from above due to some miscommunications and discrepancies with XXXX and Capital One about billed amounts, billing dates, charge dates, coverage dates, and due dates and at least one undelivered statement ), the current one year later Late Fee of {$29.00} against a FULL PAYMENT of {$68.00} made at XXXX XXXX would not be waived. I told XXXX I wanted to cancel the card, but when it became difficult to understand him reading the terms of the card cancelation, I asked to speak to a supervisor. He wished me a XXXX XXXX XXXX twice and transferred me to XXXX, supposedly a senior account supervisor, XXXX. XXXX claimed to appreciate my loyalty and confirmed seeing that I had my account since XXXX, but said she didnt have any option to waive the fee. I declared that I was recording the call and that I would pay only the {$53.00} XXXX charge andnot the {$29.00} Late Fee on a 57-minute discrepancy and that I wanted to cancel the card. While XXXX was reading the terms of canceling the account she stated that my {$5.00} of accumulated Reward points would be forfeited if not redeemed before closing the account. I ended the cancelation process in order to redeem my Rewards points first. 
I called Capital One on XX/XX/XXXX, ( SEE detailed XXXX  Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX XXXX XXXX XXXX ITEM ) and spoke to XXXX to see if XXXX had to use the card with the {$5.00} Rewards amount, or could I redeem the points using one of my other XXXX Capital One cards. He falsely told me that I had to use the card with the {$5.00} of Rewards points. I went to my local XXXX on XX/XX/XXXX, and discovered that I actually had accumulated a total of {$14.00} Rewards Points. Based upon what I was falsely told by XXXX I made a TOTAL {$17.00} purchase with a Total XXXX Rewards deduction of {$14.00} with the card, XXXX ending with the total amount due of only {$3.00}. However, I did discover accurately later that I didnt have to use the card in dispute, XXXX, to redeem the {$5.00} points on it along with the additional {$8.00}, but could have used any other credit card to redeem all {$14.00}. 
On XX/XX/XXXX, I called Capital One ( SEE detailed XXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX # ITEM ). It was established that my Rewards balance was {$0.00}. I spoke with someone whose name I could not understand. I established that I was calling to cancel my card to close the account. She stated that in order to complete my request to cancel the account, she would be reading the disclosures here. She declared some may not be applicable, but she was required to read everything. Evidently, Capital One can pick and choose which parts of the disclosure would apply. Once your account is closed, it can not be reopened. Even at your request. And, other transactions made prior to the account closing may still, hold on... She paused, seemingly confused by something she was reading, then went on about purchases or other transactions etc. She confirmed that my Rewards balance was {$0.00}. She asked if I wanted to receive a confirmation letter about the account closure. I did. I then declined to pay anything towards the inappropriate balance. I confirmed that I wanted the account closed. She announced the card is no longer active and stipulated that all future transactions will be declined, without establishing any of the disclosures that might not be applicable. She added that the confirmation letter would be sent and also refused to waive the {$29.00} Late Fee for the 57-minute late payment. 
On XX/XX/XXXX, I conducted a XXXX call ( SEE detailed XXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX XXXX XXXX XXXX ITEM ) to make a payment for a remaining balance amount owed on another XXXX credit card account. 
On XX/XX/XXXX, I called Capital One ( SEE detailed XXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXX pm XXXX # ITEM ) and spoke with XXXX to confirm that a scheduled payment for {$53.00} was recognized. XXXX confirmed the payment was being processed and would post on the following day, XX/XX/XXXX. She also affirmed that there was a charge for {$3.00} made on XX/XX/XXXX. Then, just a few minutes later I made the {$3.00} payment ( SEE detailed XXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX ITEM ). NOTE : The call on XX/XX/XXXX was made to schedule a payment for XX/XX/XXXX and according to XXXX the payment was being processed and would post on XX/XX/XXXX. This isnt making any sense after being charged {$29.00} for the card XXXX in dispute. 
Eventually, I received a correspondence from REI Capital One titled As you requested, your account is closed. 
Then, I received my next XX/XX/XXXX to XXXX Capital One statement documenting my XX/XX/XXXX purchase and my XX/XX/XXXX payments for my Final XXXX  {$53.00} charge and my {$3.00} purchase, as well as the {$1.00} interest credit and with a {$30.00} balance to include the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXX XXXX  EST. 
In the meantime, I spoke with the Capital One XXXX associate at my local XXXX store. He declared that he was aware of customers who had Late Fees waived after being days late on making their payments. At that point I became suspicious that I was being singled out possibly because I had stopped using the account for monthly charges and also because of my age ( XXXX yo at the time ) and gender ( female ). 
I called Capital One on XX/XX/XXXX ( SEE detailed XXXX  Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXXXXXX XXXX  XXXXXXXX XXXX ITEM ). The Capital One representative I initially spoke with was XXXX. I explained the details of making the monthly payment just minutes after the XXXXXXXX XXXX EST and what I was told about a Late Fee not applied and not to worry. I told XXXX that I was not going to pay the Late Fee and to simply turn it over to a collection agency now, if that is what was Capital One was going to do. I established that I closed the XXXX card and wont be using it anymore. XXXX then confirmed that I was referring to the XXXX card. I replied affirmatively. She then claimed that now because the account was already closed your request to have the fees removed, we can no longer process on a closed account. I reiterated that I was not going to pay anymore on the account. I explained how I had asked to have the amount removed before the account was closed. I established that if any more bills were sent it would be reported as harassment. XXXX went silent. She then went on to bring up the XX/XX/XXXX issue. I cut her off and repeated that I did not want to receive any further bills and offered my availability to speak to a supervisor since I didnt want to impose the matter upon her, she being just the initial representative to take my call. I made it clear that I only had a few minutes to further discuss the matter. She continued to connect the call to a supervisor. I was transferred to XXXX on a recorded line. She introduced herself as one of the account supervisors. I again declared that I was only available for a couple minutes. I again explained the situation XXXX and made it clear that I was not paying the Late Fee and was prepared to take the matter up with XXXX  Consumer Fraud and cfpb. I repeated that I didnt want to receive any more bills, which will be considered harassment. She didnt see any waivers that could be applied. And then, stated that If you decide not to make a payment that is up to you. We arent going to force you to make a payment. I restated NOT TO SEND ANYMORE BILLS and again stated to turn it over to a collection agency and I will report more bills as harassment. I ended the call to address another call coming in. 
I received another statement for XX/XX/XXXX to XX/XX/XXXX from Capital One documenting a balance of {$59.00} with another {$29.00} Late Fee and more interest added the {$29.00} Late Fee for making a FULL payment XXXX minutes after XXXXXXXX XXXX  EST on XX/XX/XXXX, for card XXXX. 
I called Capital One on XX/XX/XXXX ( SEE detailed XXXXXXXX Bill Issue Date XX/XX/XXXX, Page XXXX of XXXX, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX  ITEM ). The automated system along with establishing that the call was being recorded declared that the account was closed. My call was taken by XXXX to whom I announced to that I was recording the call just as I had recorded all previous calls. I then went on to explain that I wasnt going to pay any late fees or other charges for a payment that was made minutes late ( a FULL payment 57 minutes after XXXXXXXX XXXX EST on XX/XX/XXXX, for card XXXX ). I established that I didnt want to be harassed with continuing mail. I also informed XXXX how I previously stated this same expectation of not wanting further mail to several other representatives in recorded conversations. XXXX stated that she was Sorry to hear about that, XXXX XXXX. This isnt the first time Ive been referred to by Capital One representatives as XXXX XXXX. Capital One cant even get my name correct. After confirming the account we were discussing, she asked if there was anything she could do to help. I reiterated my demand for Capital One to stop mailing me statements and expressed my desire for the balance to be removed and the account completely closed, since it had been officially closed long ago as established by the automated system at the beginning of the call. XXXX then decided that in order to check on the account further, XXXX XXXX since she wasnt able to have full access on her end, she would connect me over to the right specialist. I agreed. She then reached out to the next representative that took nearly a minute. XXXX came on to thank XXXX XXXX for holding. I finally corrected her with informing her that it was SXXXX XXXX. She introduced the Senior Account Specialist, XXXX. He announced that we were speaking on a recorded line and wanted to know who he had the pleasure of speaking with. I then stated that I was also recording the call and introduced myself and requested that he refer to me as XXXX. XXXX then stated that Capital One does not allow the customers to record them and that he was going to stop the phone call. I began to explain what Id told several other representatives about not paying anything on a minutes late payment when XXXX interrupted me to demand that I stop recording and then disconnected the call, when no other representative had done so after being made aware that I was recording the call that was established as being recorded at the very beginning by the Capital One automated system. 
I received another harassing statement for XX/XX/XXXX to XX/XX/XXXX from Capital One documenting a balance of {$100.00} with a {$40.00} Late Fee and more interest added to the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXXXXXX XXXX  EST on XX/XX/XXXX, for card XXXX. 
Then, I received a different harassment correspondence dated XX/XX/XXXX, NOTICE OF RIGHT TO CURE from Capital one stating that If you pay {$100.00} by XX/XX/XXXX, you may continue with the contract. With the threat that if I didnt pay. Im not sure what contract I would continue with since the XXXX XXXX was permanently closed. 
Around XX/XX/XXXX, I received an email indicating that there was something wrong with my credit score and report. I went on to check and discovered that XXXX had reduced my score of over XXXX by XXXX points, and XXXX had reduced it by XXXX points, because I was challenging and disputing a {$29.00} Late Fee for making a FULL payment 57 minutes after XXXX XXXX EST on XX/XX/XXXX, for card XXXX. Why? Obviously because the company can! 
Then, I received two more correspondences from Capital One dated XX/XX/XXXX that announced my Credit lines were reduced. One was for card number XXXX that reduced the Available Credit Line from {$11000.00} to {$5000.00}. Then, for card number XXXX the Available Credit Line was reduced from {$3000.00} to {$1000.00}. I never used, or planned to use, either credit line maximum. However, the irreputable Capital One reduction of my credit line negatively impacted my exemplary credit score of over XXXX! Why? Simply because I was challenging and disputing a {$29.00} Late Fee for making a FULL payment 57 minutes after XXXXXXXX XXXX EST on XX/XX/XXXX, for card XXXX and obviously because the irreputable company can! 
Even though I made it clear that I did not want to receive any further statements and was prepared to address the matter with a collection agency, I received another harassing statement for XX/XX/XXXX to XXXX XXXX from Capital One documenting a balance of {$140.00} with another {$40.00} Late Fee and more interest added to the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXXXXXX XXXX EST on XX/XX/XXXX, for card XXXX. Why? Obviously because the irreputable company can! 
I then received a correspondence dated XX/XX/XXXX from my XXXX XXXX XXXX XXXX XXXX notifying me of Important Changes to my account by increasing my APR to 27.49 %, due to my XXXX being only XXXX on XX/XX/XXXX, regardless that my Available Line of Credit remained at {$14000.00}. Now, irreputable Capital One was defaming my character to other companies for a {$29.00} Late Fee for making a FULL payment 57 minutes after XXXX0 pm EST on XX/XX/XXXX, for card XXXX. Why? Obviously because the irreputable company can! 
Again, even though I made it clear that I did not want to receive any further statements and was prepared to address the matter with a collection agency, I received another harassing statement for XXXX XXXX to XX/XX/XXXX from Capital One documenting a balance of {$140.00} without any other Late Fee added, for whatever reason, yet more interest added to the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXXXXXX XXXX  EST on XX/XX/XXXX, for card XXXX. Why? Obviously because the irreputable company can! 
On XX/XX/XXXX, I went to my bank and after explaining how I might need a loan for a different car to replace my XXXX XXXX XXXX with more than XXXXXXXX miles but I was concerned about how it might affect my loan with what was happening with the irreputable Capital One card XXXX because of the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXXXXXX XXXX EST on XX/XX/XXXX. The associate pulled up my report to see that my XXXX  Score had decreased because of a single record of a delinquent account out of more than 80 pages of credit records from XXXX and more than that from XXXX that she printed off for me in their entirety. 
Finally, even though I made it clear that I did not want to receive any further statements and was prepared to address the matter with a collection agency, I received another harassing statement for XX/XX/XXXX to XX/XX/XXXX from Capital One documenting a balance of {$140.00} without any other Late Fee added on for whatever reason, yet more interest added to the {$29.00} Late Fee for making a FULL payment 57 minutes after XXXX XXXX EST on XX/XX/XXXX, for card XXXX. Why? Obviously because the irreputable company can! 
Also in the meantime, Ive received two cards, one from XXXX and one from XXXX, informing me of 8 or more inquiries on my credit file, and some potentially negative items. XXXX offered the opportunity to request a XXXX XXXX XXXX XXXX that is rendered useless because its systems cant accept my XXXX address. XXXX offered me the opportunity to receive some helpful tips on how to manage my credit. Really! Because also in the meantime, I received two statements from another credit card company, XXXX. These two statements demonstrated how both were paid in full and their Revolving Lines of Credit had Available amounts of {$17000.00} and {$10000.00}. These amounts are in addition to the {$14000.00} XXXX XXXX amount mentioned earlier and 6 other Lines of Available Credit at {$20000.00}, {$14000.00}, {$12000.00}, {$10000.00}, {$8500.00}, and {$4500.00}, all of which I currently am using a TOTAL {$790.00}, which will paid off within the next month or so, depending on the account due dates. 
And, after six approvals over the past several years to attain a XXXX credit card that would afford me an additional {$0.00} off every gallon of gas for my car for one full year, just the other day, I received a denial of credit from XXXX for the following reason : " History of delinquent credit obligations or public record items. '' The only delinquent obligation as noted by my bank associate on XX/XX/XXXX, was the one of Capital One. 
All of this irreputable Capital One harassment, elder abuse, and defamation of character has occurred while Ive been dealing with several medical matters, along with mental health issues due to the Capital One harassment, elder abuse, and defamation having never missed a credit payment for more than one day, along with multiple personal family concerns, which interfered with my process of putting all of this together. 
The irreputable Capital One company refuses to turn my account over to a collection agency or the courts because they know the unreasonableness of their position by charging a {$29.00} Late Fee and multiple other charges for a FULL payment made 57 minutes after XXXXXXXX XXXX EST on XX/XX/XXXX, for card XXXX, and because evidently there are laws that allow Capital One to follow a path of harassment, defamation, and abuse of elderly women ( they know my birthdate from my application and credit report ). Why? Obviously, because the irreputable company can!

Company response to consumer: Closed with explanation