Consumer complaint received 2020-11-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Back in XXXX, I experienced a billing issue with the creditor. My {$170.00} payment posted on XX/XX/XXXX and not on XX/XX/XXXX when I scheduled it. I immediately emailed Mr. XXXX XXXX a copy of the payment confirmation. A late fee of {$8.00} was assessed and then credited the following day. A rep from the Executive Office, XXXX XXXX mailed me a letter explaining that I scheduled a payment after XXXX XXXX  CST therefore it was not processed until the following day. However, I reject this explanation because when I checked my statement and the payment terms, this important information is missing. To add insult to injury, she mailed me a copy of my Sales Contract when I already had it in my possession. Secondly, my concerns were justified since I recently experienced a billing issue with my Capital One XXXX credit card and COVID-19. A simple clarification would have sufficed and there was no need for Ms. XXXX to remind me that I was 8 days late. This is my second vehicle financed with Capital One therefore this is a new stipulation to my payment terms and should have been communicated accordingly in the monthly statement 's section : Important Disclosure and Instructions. Also, when I scheduled the online payment, nowhere did it mention on the website that the payment must be scheduled before XXXX XXXX. This billing issue increased the additional money I will owe after I pay off my auto loan. I requested two extensions due to COVID-19 which I understand contributed to this amount ; but this billing issue should have not. I was within the 10 day grace period which protected me from incurring a late fee in the first place. Then in XXXX my 10 day grace period was removed from my online account and I immediately filed a complaint with the XXXX. I contacted Capital One Auto customer service and a male rep advised that there was indeed a glitch. Only then, did the 10 day grace period return to my account. Ms. XXXX 's ongoing communication with me has been apathetic, condescending, and unhelpful. She refused to address the new issue involving my 10 day grace period and also as to why our current extra balance that we owe after we finish paying out loan, increased to {$200.00}. After my complaint with the XXXX was closed, the balance slightly decreased to approximately {$190.00} and presently it increased to {$200.00}. I am worried that this balance will continue to increase at the creditor 's discretion. Furthermore, when a payment is applied to the account, interest is automatically deducted from that payment therefore I am concerned to why the creditor started to charge additional fees as of XXXX. Please be advised that at no time has XXXX addressed this new matter even though she asserts otherwise. My position remains that this particular representative provided no assistance when I contacted the executive office again with my new concerns and I am unsure as to why my XXXX complaint was forwarded specifically to her. My grace period was indeed removed from my account which is why I filed a new complaint. It is not a coincidence that other customers have expressed the same concerns that I have experienced with this creditor. We will not be financing any other vehicles with this creditor in the near future. Their customer service has become negligent and this representative needs to brush up on her customer service skills immediately. I have forwarded all of her letters to Mr. XXXX and Mr. XXXX accordingly. Due to the ongoing pandemic, the creditor should be more lenient with payment scheduling and fees for all accounts. Their statements should also be updated to advise all customers of payment scheduling terms especially when they differ from their customers credit card accounts. I live in a Florida which is the 3rd state with the most cases of COVID-19 and XXXX has become the epicenter with almost XXXX cases. Due to our economic hardship, we have had no choice but to pay 1/2 around the XXXX and rest before our grace period ends. If splitting our payment is increasing our fees with our auto loan then the creditor should communicate this to me. It is truly a shame that with our first vehicle, we encountered no issues and their customer service was exemplary. Now due to the pandemic, many of their customers have shared their stories on several online forums and they all share the same sentiment as mine. Please, I am requesting that this matter be forwarded to a new representative. I will be attaching all pertinent screenshots and documents to this complaint. Thank you.

Company response to consumer: Closed with explanation