Consumer complaint received 2026-03-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
I am filing this complaint regarding ongoing issues preventing me from making payments on my credit card account with Capital One. In early XXXX I experienced a financial hardship while I was in an inpatient medical facility for approximately XXXX months. Prior to this hardship, I had never missed or made a late payment since opening my account with Capital One in XXXX. After being XXXX, I contacted Capital One to get my account back on track and set up a payment plan. My first payment under this arrangement was scheduled for XX/XX/XXXX. When the payment attempted to process, I received a message stating that my bank account was invalid. This is the same bank account I have successfully used to make payments on this account since XXXX. Since XX/XX/XXXX, I have contacted Capital One numerous times and spoken with multiple customer service representatives and supervisors. Each time I have been given different and often contradictory instructions on how to resolve the issue. One representative instructed me to deactivate my CreditWise account and wait five business days before attempting payment again. After doing so, I was then told that my bank account could not be used and that the issue was on my banks end. I went to my bank twice to confirm this, and my bank confirmed that my account is valid and fully operational. After this, Capital One told me I needed to provide a letter from my bank confirming the account was active. I returned to my bank and obtained a letter containing the information Capital One told me was required. I faxed the letter and waited another five business days for review. After that waiting period, I was told that the letter did not contain the correct wording and that it must state that the account is valid rather than active. I was not told this requirement previously. As a result, I now have to return to my bank yet again to obtain another letter and restart this process. Meanwhile, I have been unable to begin payments under the payment plan despite my repeated attempts to do so. I have already had to modify the payment plan twice because the issue remains unresolved. During this time, Capital One continues to charge late fees and my credit score is declining, even though I have been actively trying to resolve the issue and make payments. I am requesting that Capital One : 1. Immediately allow me to make payments from my existing bank account that has been used successfully for years. 2. Remove all late fees that have accrued during the period when I was prevented from making payments. 3. Correct any negative credit reporting related to this issue. I have made repeated good-faith efforts to pay my bill and resolve this issue, but Capital Ones inconsistent instructions and internal processes have prevented me from doing so. Despite repeated good-faith attempts to make payment, I have been prevented from doing so due to Capital Ones account verification requirements and inconsistent instructions from representatives. Late fees continue to accrue and my credit profile may be negatively impacted even though I am actively attempting to pay the account. I am requesting regulatory assistance so that I can immediately make payment and have any fees incurred during this period removed.

Company response to consumer: Closed with explanation