Consumer complaint received 2025-11-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
Summary of Experience : I am writing to express my disappointment regarding my recent experience with Capital Ones customer service. I contacted Capital One to humbly request a waiver for a {$25.00} late fee that I incurred due to my own oversight in missing the payment due date. Once I received the late payment notification, I immediately paid the balance in full. 

While I understand that the late fee was my responsibility, I was hoping for a one-time courtesy waiver as a long-standing and loyal customer who has consistently paid on time and contributed significantly through interest and other payments. Unfortunately, the interaction I had with the representative was both unhelpful and discourteous. 

Details of the Incident : When I initially explained my situation, the representative informed me that he did not have the authority to waive the late fee. I respected that response and politely asked to be transferred to someone who did have the proper authority. However, he refused to transfer me and instead asked me to be specific about where I wanted to be transferred. I explained that, as a customer, I am not familiar with Capital Ones internal structure and expected that he, as an employee, would know the proper department or supervisor to forward my call to. 

Despite my repeated requests, he continued to insist that I specify a department. Out of frustration, I began suggesting options such as a supervisor, a person in charge, the retention department, or anyone who could actually help me. His response in what I perceived to be a condescending tone was, Oooooh ok, finally you are being specific. 

At that point, I felt disrespected and demanded to speak to his supervisor. I was connected with XXXX, who unfortunately was also unhelpful. When I asked for the representatives name for documentation purposes, she refused to provide it, which I found to be highly unprofessional and evasive. 

My Concern : This experience has left me deeply dissatisfied. I understand policies exist, but the manner in which I was treated was unacceptable. I did not deserve sarcasm or resistance when I was simply asking to speak with someone who could assist. Moreover, refusing to disclose the representatives name appears to be an attempt to shield poor behavior, rather than uphold accountability. 

I have already begun inquiring about closing my account because I no longer feel valued as a customer. It is disappointing that, after all the business Ive done with Capital One, a simple {$25.00} courtesy waiver could not be considered not to mention the poor treatment I received during the process. 

Feedback for Improvement : 1. Customer service representatives should never speak to customers in a condescending manner.

2. If an agent lacks authority to resolve an issue, they should promptly and respectfully transfer the customer to a supervisor or the correct department. 
XXXX. Supervisors should not refuse to provide basic identifying information or shield unprofessional behavior. 
XXXX. Capital One should reconsider its approach to customer retention especially for long-term customers who make honest mistakes. 

Final Thoughts : I am disappointed by how this situation was handled from start to finish. I hope Capital One takes this feedback seriously and implements improvements in how customer concerns are addressed, as this experience has caused me to lose trust in the companys commitment to its customers.

Company response to consumer: Closed with explanation