Goodwill request confusion
Hi! I just wanted to see if anyone else has experienced this before or if anyone has any suggestions on what to do moving forward.
A few years back I had some late payments on my Capital One credit card during a pretty rough time in my life that left me struggling financially. Since then I’ve been working really hard to pay off all my debt and rebuild my credit. I saw some success stories here about goodwill removals with Capital One, so I emailed their CEO to request one.
A couple weeks later, I was told by a rep that my late payments were removed. Multiple reps confirmed that they saw no late payments on that account, and I even made sure they were looking as far back as 2022. They told me it had already been reported to the bureaus and that if they did not receive the updates within a week, I’d need to
file a dispute.
I waited and nothing updated, but I was hesitant to file a dispute since I wasn’t reporting inaccurate information. So I called them back and they told me again that it had already been reported and that I needed to file a dispute. They sent me a form and I submitted it late at night.
This morning Capital One said the dispute was resolved and that the late payments were accurate and staying. Then I got a missed call from them. When I called back, a rep told me my account was in collections. Later, a collections manager clarified that wasn’t true and said any dispute automatically puts the account in the collections department. The supervisor in collections then confirmed for me that there were no derogatory marks on the account and that he could see they had been removed and updated. I felt super relieved and was about to ask him the next steps and if I needed to do anything to get my account out of the collections department when I accidentally hung up the call.
So I called back, explained the entire situation again, and was then told that the account was only in collections because of the dispute, that the goodwill request had actually been denied when I first submitted it, and that the late payments were still staying on the account.
I explained that several different reps had already told me the late payments were removed and asked for clarification, and she basically just said she was sorry for the miscommunication but that the information she was providing me was accurate.
Has anyone had anything like this happen with goodwill requests before? I’m not sure if I should just accept the loss or keep trying. I don’t want to be pushy with them since ultimately I’m asking for a favor, but I’m honestly just confused and not sure what the right move is.