I've had my loan with Capital One for 18 months, and wanted to change my due date on the loan. The customer service agent said it would be no problem and changed the due date from July 17th to August 2nd. She even noted in the notes on their computer that my next payment will be due August 2nd. This has been confirmed by several customer service agents.
I made the payment online August 1st. I saw that they had put a late fee on, but reversed it and I assumed that they had caught an error internally and didn't think much about it. My next payment is now due on Sept 2. I made that payment on August 30. At that time, I see a late fee on my account, and call customer service. They agree that it shouldn't be there, say they are sending it to "operations" and it should be corrected within a few days. It isn't. I have called several times, and even spoke with a supervisor who said the reason it has not been done is that their agents had not put enough information in when they sent it to "operations" and said it would be handled. It still wasn't. I have used their web site to put it in writing to their customer service agents and they have also said they were sending it to "operations", for me to be patient, and it would get straightened out.in one of the emails, he even acknowledges that I have really been run around. I have been getting phone calls from their collection agents saying my payment is due - with lates fees - which I don't owe. Tonight I received a call from the supervisor that I spoke with today who said that the agent who made the payment due date change made an error. They evidently have a problem because my payment went from being due on July 17th to being due 15 days later (according to their policy of a one time during the life of the loan change of due date). Because 15 days later is in August, they say I didn't make a payment in July, and I have to make another payment.
I finally got angry and demand to speak with another supervisor, who at first said tough luck, pay another payment. But after she saw the notes from the person who actually changed my due date - the original customer service agent - which indicate that my payment that was originally due on July 17th was now due on August 2nd, she said she had to speak with someone because their system would not allow them to override this. She left me a message tonight telling me that they are sending me a letter and that I have to pay a fee of $35. I'm not sure what the fee is for because I have not been late. I have lived up to every agreement that I have made with Capital One. But they certainly haven't. The customer service agents that I speak seem to understand and see that I am not late, and don't owe another payment until October 2. I am SO frustrated, I do not know what to do.
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