Absolutely devastated- missed payment capital one- is there anything I can do??

crazyoldmaurice

I've been working really hard since Dec 2019 to improve my credit file so we can go for a mortgage.

In Jan 2020 I paid off my capital one credit card and have not used it since. 

Had an update today from experian saying my credit score had changed, checked it out and it had and had gone up (its near perfect score wise now). Then I noticed something saying I owed capital one £27 which was very odd.

Called capital one and basically somehow amazon prime membership has started coming out of that capital one account - I have no idea how this has happened as I do not recall having set that up or reactivating it to that account. Now I have missed payments since April this year till now.

We sold our flat in March and have had a pretty !!!!!! time the past year and I had completely missed changing my address with capital one. They also had a very old mobile number for the account but I believe they should have had the right email address to contact me on.

After investing I called them back and asked why they didn't email me saying the account required attention as they had done previously. They said they didn't have my email address on their records, but I have emails in 2018 showing that's how they used to contact me. The guy on the phone said they removed it from my account. I said why and he said because some emails had bounced back as undelivered. But I've always used this email account and have never had issues.

I realise this whole mess is my fault for not updating my postal address and phone number but surely they should have tried to email too? I asked to have the missed payments removed on these grounds and the guy refused. I have asked to escalate to complaints so will be called back tomorrow by a manager. 

Is there anything I can say or do to get them to remove the missed payments? It's taken 6 years to get to this point and now I feel like I've totally ruined my family's  chance of buying a house and I honestly feel sick to  my stomach and don't know what to do with myself. 

[Deleted User]

You're entirely reliant on their good will.

The important thing now is to get the debt cleared. How many payments did you miss? 

ThisnotThat

I wouldn't expect a financial institution to email me regarding my account, other than to sell me something or say a statement is ready.

Not that it matters much if they removed the email address because their emails were getting bounced back.

crazyoldmaurice

Deleted_User said:

You're entirely reliant on their good will.

The important thing now is to get the debt cleared. How many payments did you miss? 

Just one payment plus charges from what i can now work out from looking at the online app. It's not yet showing on my credit file.

I will clear it tomorrow when they call me back from complaints. 

crazyoldmaurice

Hmmmm... update:

Just checking amazon and this card from capital one which took the payment expired in August 2019...

How on earth could that have taken the payment from amazon if it was supposed to be expired?????

[Deleted User]

Because it's a CPA - you gave ongoing permission without the need for you to update the details directly with them.

If it's just one missed payment, that will have minimal impact in the medium term.

crazyoldmaurice

It says expired on the payment method itself in red writing so I would have thought the system wouldn't have issued the payment.

It's just one missed payment but still, amazon have refunded back to the card the payments taken, hopefully that will help 

[Deleted User]

No, an authorised payment can still be applied to an expired card.

Thrugelmir

If you have no need of the account close it. 

crazyoldmaurice

Update: amazon have refunded the card and credit issuer is happy to remove the marker and all fees from the account due to the refund from amazon... phew!

lonibra

Nice one! Good on you for keeping at it. The formal complaint might also have helped, banks don't fancy having to pay £750 to the FOS if a complaint goes that far.