Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Have several accounts with capital one ALL in good standing NEVER late on any EVER. 

In XXXX my payment was 9 days late per my records AND only 7 days capital one 's records- verified with 4 different " back office '' support agents. 

My credit report suddenly shows 180 days late for XXXX on 2 credit bureaus and XXXX XXXX on XXXX XXXX. Capital one initially stated that was not them reporting this and I needed to dispute with the credit bureaus directly and it should be removed. I did so immediately by certified mail to all 3 bureaus AND sent in written dispute to capital one as well as advised by the credit bureaus who said capital one was the initiator of this error. XX/XX/XXXX payment was due on XX/XX/XXXX and payment was made XX/XX/XXXX per Capital ones payment history. 

Within 5 days all three bureaus notified me that the investigation was completed and charge off AND 180 day late was verified as accurate AND capital one sent me a letter stating they could not update my account to remove the late payment because I was late 9 days ( lates are not reported until 30 days past due AND my account shows on time every month prior to XXXX showing charge off and then goes back to on time status again in XXXX ) Fico credit scoring suggested I contact the attorney general as well as your office because capital one again suggested I file a dispute again with all 3 credit bureaus - all three bureaus refuse to let me open a new dispute for the exact same issue because the dispute investigation was just completed last week and verified as accurate ( even though the bureaus and my fico all agree this reporting is impossible to be on time in XXXX and 180 days late and charged off in XXXX and back to on time in XXXX ). Capital one continues to tell me not to worry because my account is in " good standing ''. Capital one also removed my entire payment history upon my initial dispute - all three credit bureaus said my history has always been reported monthly ( the amounts due and amount I paid ) but once I disputed the error capital one removed my entire payment history ( which helps to prove payments were made as well as how I regularly historically over past 10 years make large payments and sometimes multiple payments each cycle ). I have spent over 14 hours since XX/XX/XXXX on hold with Capital One and re-explaining the huge impact this has taken on me personally with the stress in time spent on resolving this as well as the huge decrease in credit scores ( still in the XXXX 's but suddenly I am a risk with the charge off reporting ). The issue has supposedly been " escalated '' 5 times but each time I call no one knows anything about the issue and says my account is not reflecting anything deragatory/negative and to " rest assured '' that capital one is investigating my account thoroughly but is not showing anything that needs to be corrected with the credit bureaus. My call just gets put on hold, I get hung up on, I get transferred repeatedly and was even told there was nothing more that can be done my only option was to contact the credit bureaus again. 

The account advocate at my fico said it is absolutely being reported by capital one and them removing my payment history or " suppressing my payment history '' is something serious that seems intentional since it was only removed AFTER my initial dispute in the late reporting. Half the time I am talking to someone overseas who say they have no idea how to help me correct this issue and to try calling back again the next day. 

I sent second certified notice to capital one last week and got signature confirmation so I called on XX/XX/XXXX to get an update on the issue and was once again told they could provide me with all three credit bureaus information to dispute with the credit bureaus directly. 

I have outstanding history with all my capital one accounts and regularly get credit increases without even requesting them - at first I believed this was a simple honest error that would quickly be corrected upon notification but now I am questioning if this is intentional and if so why? None of my charging or payment patterns have changed and none of my capital one NOR any of my other accounts with other creditors significantly increased AND even reduced by XXXX in past 60 days. I have not applied for any new credit either not personally nor through my business. I reached out by direct email to several dept managers with capital one, including all the direct people who sent me my statement and payment history via docusign and I obtained their emails from the signing verification certificate, I also sent to other " credit bureau dispute and reporting dept employees ( contact info was provided to me by a client with 1st connections to these people on XXXX- I sent all documentation and proof and my emails were delivered and read but not responded to ). All correspondence so far has been very professional and begging for assistance - not angry or threatening at all. I am out of options. I feel like capital one is wanting this negative reporting to drag into another month or two which will begin affecting my business credit as well. 
Please direct me how to proceed- I just want the error corrected- it should not take this much effort to fix an error that is easily verifiable and has already been established and confirmed by capital one verbally to be an error. 

Thank you,

Company response to consumer: Closed with non-monetary relief