Consumer complaint received 2023-01-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Consumer, financial protection bureau I contacted capital one to pay off my bill. I paid them off on my account with XXXX XXXX ending in XXXX Posted on XX/XX/XXXX of {$6300.00} I asked over the phone if this is all I owed customer service person said yes.

Then I get an email from capital one on XXXX XXXX saying that I owed them XXXX XXXX posted XXXX XXXX XXXX on XX/XX/XXXX that said I owed XXXX paid the charges over the phone asked if the account yes it was paid in full my account was clear then I latter was told my account was frozen capital one said I paid with an account from XXXX XXXX  ending in XXXX they said that it was sent back to the bank for an efficient funds I told customer service I didnt have that account. 
They said I had to send them documentation for my bank account so I sent capital one my bank account that is active I told customer service, that I never had that checking account or savings account but they insist that I have this account I told them I did not have this account.. 
So I went to the bank and talk to them asking them if Ive ever had an account under XXXX XXXX or Social Security number ending in this account number. XXXX XXXX  assured me I never had this account ending in XXXX. However, capital one said I would never be able to clear this up until I provided them with the information off the account number iin XXXX. 
Then I contacted chase bank. They said I never had an account in XXXX with XXXX XXXX  I cant provide them with this account information because I dont have it. 
I got a email that I owe {$30.00} past due XXXX interest I called capital one spoke to a customer service. Ask them why I have a past due for {$30.00} when my account has been frozen they just said I owed it. 
I have been trying to work with capital one since I found out on XX/XX/XXXX that I owed all these other charges they froze. My account said I can not use it until I provided him with that information which I try to do but can not do so my accounts been frozen and theyre still charging me for late fees and interest rate, I do not have any statements because my online account has been frozen. They have not sent me any paperwork and will not send it to me because I have moved to a different address so if they send the information to the old po box , I will not get it because my account was closed at the post office I hope you can help me with this. I have spent several weeks trying to get them to resolve this and they will not work with me at all. They have no information that they could give me they will not let me talk to a supervisor or have a supervisor call me back on this Account please help me. 
The payment that someone tried to pay {$200.00} back in XX/XX/XXXX I think could not get any information from the representative on the account ending in XXXX this is why they said they froze my account because it was fraud it they did not contact me until XX/XX/XXXX which I asked them. why havent you contacted me before they said oh everythings going out late please resolve thank you Thank you XXXX XXXX.

Company response to consumer: Closed with non-monetary relief