Capital One Mortgage Complaint

Capital One Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Georgia

I have a home equity line of credit with Capital One bank. The date the draw period ended was - - 2015. If I wanted to make any changes I had to do so before that date. I called on - -, requesting a fixed rate option. I was transferred to - different people, including refinancing. I did not want to refinance. I wanted a fixed rate option and was told I would be sent paperwork. Nothing came. I called again on - - requesting a fixed rate option. I was told a percentage rate could not be told to me over the phone and that a proposal would go out to me in the mail.I specifically asked the agent that even though the proposal would arrive AFTER my deadline of - -, would I still be eligible since I made the request before the deadline. She said Yes. I received a letter dated - - saying I do not qualify for a fixed option because my draw period has already ended. I called Capital One to tell them I did in fact request a fixed rate option before the deadline. The agent told me that there was some kind of time frame that I had to request before the deadline. This is not the case..I have a letter stating I can make a change up until - on - -. I asked her where in the " Terms and Conditions '' this is listed. She transferred me to someone else who says again I am not eligible. The calls are recorded. I asked that the call be pulled and listened to because I was told I was eligible. Now they are denying that is the case.