Capital One Bank
Frozen account information on home equity loan

I have a home equity loan with Capital One, in a Houston bank, but this an established practice of Capital One, the corporation. I've had this loan for a few years, having renewed it last year. When I inherited unexpected debt, I filed for bankruptcy back in October. Within the state of Texas, neither a home equity loan nor a mortgage loan can be written off in a bankruptcy (which I knew anyway) so my home equity loan shouldn't have been affected in any way.

The bankruptcy was discharged back in October but Capital One has continued to freeze my online information for the home equity loan. This means: The payment due monthly is incorrect online, the payment history is erased, and I must physically make the payment at the bank, the exact payment, without the ability to overpay the amount so I can pay it off sooner.

I have continually maintained a current payment schedule on my home equity loan, having never missed a payment. Ive been in regular correspondence with the head of that Houston bank to fix this issue, Rita Tipton, who has been extremely helpful. She however, hasn't been able to rectify the situation.

She recently received an email from the Direct Lending Underwriting Manager in a Capital One in Baton Rouge, LA that essentially stated that it is the banks policy for the customer not to see the payoff amount (or anything else) online when they don't have the necessary information on the bankruptcy (meaning, the discharge information which was sent to them in October).

So, a few weeks ago, I hand-delivered the discharge papers to Rita to forward to the Collections department, who is responsible for freezing the account online. Nothing has changed. This is a policy of Capital One, not necessarily the Houston bank. This has been going on now for over 8 months.

Company: Capital One Bank
Country: USA
State: Virginia
City: McLean
Address: 1680 Capital One Drive
Phone: 7037201000

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