Consumer complaint received 2023-06-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX, a payment was made to my Captial One Mastercard account from my mother 's checking account at XXXX XXXXXXXX XXXX I believe the payment was made online. In XXXX of XXXX, I had an abnormally high balance and decided to make an additional payment on my card on XX/XX/XXXX, for {$2500.00}. When I was completing the payment online, I saw that there were XXXX checking accounts connected to my Capital One account. I'd forgotten about my mother 's {$5000.00} payment last XXXX, and I immediately called Capital One to have the unrecognized linked account removed. The next day I spoke to my mother and asked her where she banked. When she said XXXX XXXX XXXX I realized that I'd made a mistake and called Capital One. They said they would note my account and credit my account. Then I was notified through the Capital One app that a payment adjustment ( debit ) of {$5000.00} had been applied to my account. I was never informed that was going to happen and it was in direct contradiction to what I'd been told. I called Capital One to explain the situation, and they told me the money had already been returned to XXXX XXXX XXXX. I called my mother and asked her to watch for a credit to her checking account for {$5000.00}. A week went by without the credit. I called Capital One who then told me it could take 1-2 billing cycles for the money to show up in her account. I asked why when a wire transfer takes 3-5 business days would the money take so long to appear in my mother 's account. At that time they told me that there was an ongoing investigation and that was the reason for the delay. Then I saw that there was a letter on my account dated XX/XX/XXXX, stating the investigation was complete. After another week passed, I didn't understand why the money wasn't in my mother 's account since it clearly didn't belong to them anymore. ( They'd debited my card and as a result, had been made whole. ) I called Capital One once again and they were very rude in insisting there was nothing more to be done than to wait. I spoke with supervisor after supervisor, retelling the story. After telling the story to a customer service representative a few nights ago, ( I believe it was the evening of XX/XX/XXXX ), and getting more and more frustrated by her lack of empathy and unprofessionalism, I was transferred to a supervisor who informed me that the money had been placed in an " unclaimed funds '' account. I'd never heard that term and the supervisor informed me that the funds were never going to be returned to my mother 's account. Now I got really furious because I realized that Capital One had essentially stolen {$5000.00} from my family. This supervisor actually had sympathy for me and completed a complaint form with me over the phone, apologizing profusely. Later that night I received some paperwork to complete on the Capital One app, and after 3 days my account was credited {$5000.00}. The whole situation took so much of my time and energy to resolve and I don't think what they did was professional or even legal.

Company response to consumer: Closed with explanation