Consumer complaint received 2022-01-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I contact Captial One first back in XX/XX/XXXX when I found out that I had late payment reporting on my credit. I wrote a Good-will letter in XXXX of XXXX asking for a good will gesture. I received a corespondent back on XX/XX/XXXX stating that The Fair Act requires them to report the account history accurately, and that they are unable to change their reporting on a courtesy basis. However as a courtesy Captial One has increased my credit line twice in XXXX without me asking for an increase because of my great payment history. I called on XX/XX/XXXX and spoke with one of there customers services rep, I explained to him that I am trying to purchase a home and that I just became aware recently of these late payment. I also explained to him my financial hardship and regards to those late payment. It is really taking a toll on me and causing me a lot of less. I am asking for late payments from XXXX and one from XXXX to be remove to purchase a home for my family. These four late payment should not cause me this much stress but they are because it is affecting my credit score. I pay my account on time every month. I pay more then the minimum due and I still can't seem to get any assistance on this matter. I received a called on XX/XX/XXXX from Capital one the representative stated that the call was to tell me that they received my email and the back office is still working on it. He stated that it take about 10 day and the 10th day would be XX/XX/XXXX .The email I sent was to the XXXX XXXX XXXX XXXX XX/XX/XXXX. While on the phone I began to ask the representative what else do I need to do because, I am trying to purchase a home and these late remarks from XXXX and XXXX are not allowing me to move forward with my home buying process. This is really causing me a lot of XXXX  because I am unable to move forward because it is affecting my credit score and has a derogatory mark. I also do not understanding how as a consumer Captial One felt that I deserve not one but two credit line increase in the same year. But me having a late payment remove due to having a financial hardship at the time is not a good enough reason to be giving a good will gesture. The representative responded by saying that they only approve good will gesture if you had a financial hardship and that the previous representative didn't ask me the questions to see if I qualify. Ok so now I am confused because how can he create a case, Capital One call me about the email and case and now you telling me the previous person didn't do their job. The representative started asking questions his first question was when was the late payment. I stated XX/XX/XXXX, he then goes to tell me that they don't removed anything prior to XX/XX/XXXX and that this is their policy. I asked to have that send over to me in a email and of course didn't receive anything. I also searched on the XXXX for a policy because he stated this is their policy. I found that its stated that Captial One doesn't have a goodwill policy. I tell the rep that it stated that they don't have a good will policy and that I would like to speak to his supervisor he of course said that he is the supervisor. I stated everyone has someone over them and can he transfer me. He stated that I would have to call back so I did. I spoke with another representative I told her that I was talking to someone prior about removing late payments on a good-will gesture she asked the dates I told her. Not once did she say that they don't do goodwill gesture before XXXX. So the previous representative lied which I knew already but why. I am just trying to fix my credit, I make on time payments I pay more then the minimum balance and I am in the process of buying a home. She asked my what was the reason for the late payment I told her financial hardship. She then told me that that does not qualify as a hardship so they won't be able to remove them. At this point I am seeking to file a litigation because I am not getting any help in this matter.I have been lied to and as a Consumer I have rights and I know the law 15 USC 1666b. It's really disheartening to know that a company can reward you for your previous actions as far as a good paying Consumer but hold your past mistakes against you when all I am trying to do is move forward in life. I feel that

Company response to consumer: Closed with explanation