Consumer complaint received 2026-03-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AL

Complaint narrative:
I am writing to formally dispute the charge-off reporting on my account with Capital One and to request its immediate removal. The current reporting does not accurately reflect my payment history, my good faith efforts, or the circumstances that directly impacted my ability to make a timely payment. On the date in question, I made a timely attempt to submit my payment through your online system but was unable to do so due to technical issues. I contacted customer service, and your representative confirmed that there were system difficulties affecting payment processing. The representative also attempted to process a payment on my behalf but was unsuccessful due to those same issues. I ultimately completed my payment later that day once the system became available. Despite this, I was later informed that your investigation concluded there were no system issues. This finding directly contradicts what was communicated to me by your representative and strongly suggests that a full and reasonable investigation, including review of call recordings and system logs, was not conducted. In addition, I have remained in consistent contact with Capital One regarding my account. During a period of financial hardship caused by federal administrative changes, I made every effort to submit payments to the best of my ability. During each interaction, I specifically asked if there were any available options, accommodations, or payment arrangements that could assist me during this time. Rather than applying reasonable judgment or considering my individual circumstances, determinations appeared to be based solely on automated systems rather than a meaningful review of my situation. Once I was reinstated to my federal employment, I resumed and maintained consistent payments on my account. My actions demonstrate a clear intent to meet my obligations and resolve this account responsibly. Under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, you are required to ensure that all reported information is accurate and to conduct a reasonable investigation when a dispute is submitted. Specifically : 15 U.S.C. 1681s-2 ( b ) requires a thorough and reasonable investigation of disputed information 15 U.S.C. 1681e ( b ) requires that reported information be accurate and not misleading Reporting a charge-off under circumstances where a payment delay was caused by acknowledged system issues, combined with a failure to properly investigate those facts, constitutes inaccurate and misleading reporting. Additionally, this matter raises concerns under the Consumer Financial Protection Act, which prohibits unfair, deceptive, or abusive acts or practices ( UDAAP ). I made repeated good faith efforts to communicate, seek assistance, and make payments, yet I was penalized due to system failures and a lack of reasonable accommodation. Given the totality of the circumstancesincluding documented system issues, my consistent communication, my good faith efforts to pay, and my resumption of regular paymentsthe charge-off designation does not accurately reflect my account history. I am therefore formally requesting : Immediate removal of the charge-off from my account Correction of all associated negative credit reporting Written confirmation that these corrections have been completed Please conduct a complete and thorough review of all call recordings, account notes, and system activity from the date in question. If you are unable to conclusively demonstrate that your systems were fully operational and that no barriers to payment existed, then the charge-off must be removed as inaccurate under federal law. This matter is the result of circumstances beyond my control, not a failure to meet my financial obligations. I expect a prompt and fair resolution.

Company response to consumer: Closed with explanation