Nowhere to turn for help
I’ll try to be as brief as possible. Back in Feb 2007 I suffered a severe head injury and became disabled. My son, upon returning home to help care for me, called Capital One and asked if I had Credit Disability Insurance on my loan account. He was told no. In May of 2008, when I moved into a smaller home, since I could no longer take care of my home due to my permanent disabilities, I found my original papers and I did in fact have the credit disability insurance on my auto loan account. I immediately filed a claim with the insurance company. The insurance company went all the way back to my initial date of disability of Feb 2007 based on my hospital and doctor records. Since I had already made all the payments (by depleting my retirement funds as I waited for SSI to come through. But that’s another story) My account was brought forward with approximately 12 months of payments IN ADVANCE. So my next payment due date was 1 year ahead. Since then the insurance company makes my regularly scheduled payment so my account should always be paid 1 year in advance. Right?
Now here’s the kicker. A year ago, Capital One changed their policy on how far in advance you can pay your accounts and they set their limit at 3 months. My payment due date was changed to being…get this... 1 month past due. (In all fairness, my doctor did not get the form sent in on time, but 3 payments were made the following month. My account NEVER gets advanced more than one month at a time, if even that. They just received a payment for 3 months and my due date only advanced by one month. When I download my account activity, there are NO payments since Nov 2009, yet they tell me my account is correct and accurate. According to my statements, which I pretty much ignore, but do keep, because the payments are being made by the insurance company, My account balance in fact INCREASES each month. HUH? Last month it increased by $97.38 and they received a $1,000.00 payment or 3 months. I had one customer service representative in INDIA tell me that the $1,000 check they received was for warranty cancellation. I told him that was not true, and I knew that because I just had warranty work done the previous day. My vehicle only has 20,000 miles to this date. I requested a print out of all payments, but it was never sent. I request one every month and never get one. I now sit on hold for an hour at a time and then get disconnected. If I call from my home phone, it is immediately disconnected, but I can call from my cell phone or another phone since they don’t have those numbers. I just spent the better half of 5 hours trying to get through to Capital One and I still have yet to speak to a QUALIFIED representative without being disconnected after sitting on hold for an hour. My account balance is getting down there, $2,000 and by my calculations and the insurance company, there is at least a $1,200 difference. Capital One tells me I have 8 months of payments remaining and they have $1300 in payments they have not posted yet. That’s just not possible since the account was double paid for 1 year. If the insurance payments were not applied as payments and advance my due date, then they should have been applied to principal, so why then is my loan term still unchanged? I am so frustrated and I don’t know where to turn next. The insurance company wants the account figured out so they don’t overpay and I don’t blame them. I have handled all of my obligations by seeing my doctor every month so she can sign the papers, etc., sending in my SSI determination, now that I have it and I can’t get a decent response to save my soul. I don’t need all this frustration. This company is awful to deal with.