My complaint:
As a longtime customer of Capital one, I believe my request for a reversal of a late fee due to a misunderstanding in auto payments that I was certain I set up. In dealing with complications with my health, I did not wish to reveal any health concerns as an excuse for this error in payments, however, I was sure that I straightened out this situation before I had to deal with my other concerns. My score is very important to me and on top of that I have always paid my bills with your company. Although I was late with a previous payment that caused them to reject my request, I believe my explanation was honest and needed an empathetic understanding by your staff. I always get on top of any discrepancies with my accounts. These times are hard, and I live alone. My bills are always paid despite the challenges I face at times. I sensed nothing but an ignorance and robotic reply from all of the agents that I spoke with. I am willing to set up my payments accordingly as I thought was previously done. My longtime record with Capital one reflects the type of customer that I am despite any changes to my score. The $25 late fee I very much needed to keep my balances in check. It is not like I intentionally missed any payments. I felt a harshness and non-concern for my dilemma, as I know from experience in these situations that any late fee can be reversed. It is a matter of compassion, knowing your customers over the years and doing all you can to correct the wrong without making one feel punished for an honest mistake. it may not seem like much to you, but that $25 is just that important to me. I have always paid off my cards with you, yet I felt like any common person who just neglected their bills, while speaking to your help and supervisors. It very much frustrated me that they acted as if they could not override the fee and work with me on the auto payment to make sure that it is active and put me on track. Other companies I deal with have been so much more empathetic and entail better and more human listening skills. I have worked in customer service and the behavioral health field and identify so much better when dealing with individuals. This individual deserves a reversal with respects to this minor dilemma. My card ending in 6409 is the only card I hold with your company at this time. I have paid off several over the years. That needs to be focused on when it comes to my status as a longtime customer. I truly hope to have this concern addressed with more of a more human finesse. I thank you in advance for any understanding you give to this problem. Mark Friel
Suggested solution:
As stated above, I am a longtime card holder with CapitalOne. I would truly appreciate the common curtesy of a reversal of the fee on my account. I just want to get this card paid and use that money to pay another bill. I am in the midst of some health-related issues of which I am going through some healing stages at this time. This would mean so much to me. Thank you in advance for addressing my concern.
