Consumer complaint received 2026-01-23 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY

Complaint narrative:
Issue : Capital One is claiming I agreed to settlement terms that I never authorized, refusing to communicate in writing, failing to provide documentation related to alleged settlements, and withholding accurate payment confirmations for an active settlement.

What happened : Capital One repeatedly told me that a thirdparty company, XXXX XXXX, verbally agreed to settlement terms on my behalf for two Capital One accounts ending in XXXX and XXXX. This claim is false. 

On XX/XX/year>XXXX XXXX XXXX  provided written confirmation stating : No settlement offers were received from Capital One for accounts XXXX or XXXX No negotiations occurred No agreements were made No approvals were provided by me No documentation exists because no offers were ever presented This directly contradicts Capital Ones statements. 

The only settlement I have ever approved was for account ending in XXXX, which I personally authorized electronically through the XXXX XXXX app. This shows that Capital One requires my documented approval for any settlement.

Despite this, Capital One continues to claim that XXXX verbally agreed to settlements for accounts XXXX and XXXX, even though XXXX has confirmed in writing that no such offers or agreements existed. 

XXXX XXXX own contract terms also prove they can not approve or bind any settlement without my explicit authorization. My signed Debt Resolution Agreement states : XXXX must directly authorize any and all resolution offers before any funds are transferred. It also states that XXXX earns no fees unless Client approves the new terms. The Authorization Letter and Limited Power of Attorney both state : XXXX will not make resolution offer decisions for me, and only will accept resolution offers that I have expressly approved. Any alleged verbal agreement without my documented approval can not constitute a valid settlement.

Capital One has refused to provide any written documentation, including : The XXXX XXXX XXXX XXXXhe Certificate of Completion Any record of my approval Written confirmation of the alleged settlements Written validation of account balances When I requested documentation, Capital One employees told me they do not communicate in writing and insisted that all communication occur verbally by phone. This prevents me from obtaining accurate records and creates an unverifiable and misleading account history. 

On XX/XX/year>, I received a payment confirmation letter from Capital One for the active settlement on account XXXX. This letter was misleading because : It listed only the full chargedoff balance ( {$360.00} ) It did not list the remaining settlement balance It did not list the total settlement amount It did not include the payment schedule It did not confirm the settlement terms This makes it impossible for me to verify whether my settlement is being honored correctly. A proper payment confirmation must include the remaining settlement amount, not the full chargedoff balance. 

Additionally, after I ended my relationship with XXXX XXXX, a Capital One supervisor told me that if I attempted to settle directly with Capital One, the settlement amount would be higher. This felt retaliatory and coercive. It also contradicts Capital Ones claim that valid settlement terms already existed, because a legitimate settlement amount should not change based on whether I negotiate personally or through a third party.

Why I am filing : Capital One is : Providing contradictory and inaccurate information Claiming I agreed to settlements that Beyond confirms never existed Refusing to provide required documentation Refusing written communication Withholding proper settlement payment confirmations Making statements that appear punitive or retaliatory I am requesting CFPB intervention to ensure
Capital One provides accurate records, proper documentation, transparent written communication, and compliance with consumerprotection standards.

Company response to consumer: Closed with non-monetary relief