Consumer complaint received 2026-05-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
On XXXX XX/XX/year> I received an alert through my XXXX XXXX, stating that I was XXXX days late with my capital one XXXX XXXX. I immediately called into Capital one, between XXXX XXXX time on the XXXX. I let them know, that I have never been late with Capital one, and or never not made my payments to them. The gentlemen, whose name I do not remember, proceeded to tell me that XXXX and XXXX for some reason did not post to my account. That even though I made my payments before, and or on the due date, for some reason they didnt post. I told him that I had not changed my bank account, or had done anything different, so I was not sure why it all of a sudden stopped posting or stopped going through. I told him that it was the same account that XXXX payments came out of. He proceeded to tell me that it didnt make sense, and that it may be a glitch on Capital Ones end. I then asked him if I could verify my account with him to make sure they still had the correct info. After reading off my account numbers to him, he proceeded to tell me that was what he saw on his end, however, this time as he entered in my account info again, it showed my banking institute name, and before he began, it just showed the numbers. I proceeded to tell him, that I have not updated or changed my account info with Capital One, so Im not sure how everything was fine and then it wasnt. I asked him to remove the late fees for the two months, which he put me on hold and then came back up and told me that they have been waived, and that I should receive a credit within the next billing cycle. In addition, I told him that I would like to remove and or dispute the 30-day late reporting that hit my credit, as it had lowered my credit score by XXXX points. I also told him, that I never received a call, voicemail or text, stating that my payments, both for XXXX and XXXX, for some reason, never went through. It wasnt until XXXX XXXX sent me a text notification, that I was even aware what was going on. He told me, that in order to dispute and or remove the 30 day late tag, that I would have to print off all 3 of my credit reports, and send them with a letter of what happened, along with my personal info, Name, Address, DOB, SS XXXX, Capital One Credit Card and or AccounXXXX XXXX XXXX I downloaded both my XXXX and XXXX report, however, my XXXX report, and or app would not allow me to download it. I had to call into XXXX and have them send it to me via snail mail, which they told me would take 7-10 days. It actually took 13 days in total, which is why this dated letter has taken so long. On XXXX XX/XX/XXXX, I called back into Capital one to make sure I had the instructions correct, but this time I talked with a XXXX, whos name was XXXX XXXX XXXX, and I told her that I was very frustrated that Capital One had me jumping through XXXX, in order to clear and remove the 30 day late notice from my credit bureaus. I told XXXX, that the gentleman that I spoke with on the XXXX of XXXX, had told me that I had to print off all these reports, which would be like XXXX pages, between all 3 bureaus, and mail them to a XXXX XXXX XXXX along with all my personal info. XXXX proceeded to tell me that I did not have to print off my credit reports and send them, as Capital One has a department that can access them on my behalf. This was a big relief, but I wish I would have known about that on XX/XX/XXXX, as I would have had this letter sent out the very next day, XX/XX/XXXX. Im requested that Capital one remove the 30-day late notice on all three of my credit reports, so I can receive my XXXX points back. Again, for the record, I did not change my bank account, and I have never not made a monthly payment to Capital One when a payment was due. This was the first of 3 letters that I sent to Capital One only to be brushed off each time with the reporting on our end was accurate letter.

Company response to consumer: Closed with monetary relief