Consumer complaint received 2025-08-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
In XXXX and XXXX I called in multiple times and disputed the validity of the account information provided. I told capital one agents and supervisors that I wanted my account placed into a state of disputed. I said, I am disputing the validity of this debt, the whole thing, principle balance and the interest balance, the way my payments were applied I also gave direction for an investigation audit to be performed on my account and capitalone employees did not file my disputes and asked for payment on disputed amounts. Capitalone is also asking for {$170.00} when I am in a hardship program and they are still asking for the payment amounts from before the hardship program as entered which is now an illegal ask as the amount is not the correct amount for the minimum payment agreed upon. The minimum payment agreed upon was under {$30.00}. Both of my accounts are in the hardship program which I filed a complaint of discrimination as capitalone would not offer me their XXXX or XXXX XXXX hardship programs they only offer me solutions that close my account which is discrimination. XXXX, XXXX, XXXX, unemployed take your pick. A XXXX XXXX hardship program would have solved my problem but they would not allow me to enter it and kept telling me to callback everyday and ask when they had no intention of offering me their XXXX XXXX  hardship program but they would offer me a 60 month hardship program because it closes my account which speaks to the discrimination and that they wanted me to lose my accounts. Requests for disputes to be filed were ignored and agents and supervisors flat out told me no that they would not file my disputes. Violating the FDCPA and the FCRA. When my minimum payment was {$66.00} they were trying to get me to pay {$110.00} a month for the next XXXX XXXX which is more than twice my minimum payment by law. When I agreed to enter the hardship program I was told that it would be active once my interest rate changed, well my interest rate was changed to XXXX XXXX and my cards were reported as closed to the credit bureaus yet they are still asking me for the payment based off of the of interest rate and the old terms which violate lates the FCRA and the FDCPA. They also twice added a late fee directly to my minimum payment rather than applying it to my principal like they normally do. After I filed the complaint of discrimination retaliation occurred by your agents and supervisors refusing to process my disputes. My account was under dispute in XXXX and XX/XX/XXXX and asking for payment violates federal acts of law. I asked for my calls to be pulled and this also did not happen. Capital One asking me for more than the agreed upon payment amount is a violation of the FCRA AND THE FDCPA. As the capital one employees would not file my disputes on XXXX of the calls I told the agent everything that I was disputing and told her that I had made them aware of my disputes and fulfilled my obligation and that their failure to file or record these disputes would be o their negligence. I expect the disputes to be filed and every call from my cell phone number pulled from XXXX, XXXX, and XX/XX/XXXX to see how many times m requests for disputes to be filed were denied and how many agents/supervisors refused to file my disputes, telling me no that they would not file my dispute which became a power struggle for the agents who have no say about my account and do not get to tell me XXXX cant dispute something as many agents and supervisors did because they didnt want to not be able to collect a payment on disputed amounts which they did in XXXX XXXX. If you pull the call you will also here the agent say that my payment amount would now be $ XXXX {$29.00} a month. If I could afford the {$170.00} being asked for I would not have inquired about and/or entered the hardship program and the only reason I did was because I was told my monthly payment would be under {$30.00}. The amounts being asked for on both of my accounts are wrong and violate the terms just agreed to. I was also told that my new payment would start as soon as I was entered into the hardship program which would be in effect once I saw that my interest rate had changed to XXXX XXXX ( per capitalone supervisor ) XX/XX/XXXX I got a credit alert from XXXX  telling me that my Capitalone cards had been closed. I checked my interest rate and it had been changed to a little over XXXX XXXX signaling my entrance into the hardship program yet Capital One is asking for pre-hardship payment amounts from multiple months combined with XXXX {$40.00} late fees added on top of the minimum payment amounts. Capital-one is still trying to charge me multiple months worth of minimum payments after new hardship program terms were given, violating the FCRA, XXXX FDCPA, and breaking the terms of the hardship program. I am again disputing the items your employees refused to dispute before, you need to pull the last quarters worth of calls from my number to see what I disputed that your employees did not file. The principal balance, the interest balance, the minimum payment amounts, I previously requested an investigation to make sure that my payments are being calculated and applied correctly which Capital One agents and supervisors denied and refused to file or request so now my request has been made in writing here and I expect it to be fulfilled like it should have been months ago and submitted with the credit bureaus. I also expect accountability for your failure to act, failure to dispute, and asking for and collecting payments on disputed amounts. FCRA, FDCPA Violations occurred in XXXX, XXXX, and XX/XX/XXXX.

Company response to consumer: Closed with explanation