Consumer complaint received 2022-03-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX, I went into online banking to submit a payment for my capital one card. Somehow they received the incorrect account number that is completely different from my account information that has been on file for auto pay for the last few years. I also submitted a payment on my wife 's menards capital one card the same day which has a completely separate login and set up a payment on that account as well. My bank called my informing me that they were going to return those payments as they were seeing an invalid account #. I understood this and they said they were going to send those payments back to Capital One. Both payments returned on XX/XX/2022. 

My Wifes Capital One Card Menards card ( I am an authorised user ) : On XX/XX/XXXX, I submitted a payment on my wife 's capital on card and updated the bank account to make sure I entered the correct information. On XX/XX/XXXX, that payment came back as invalid account again even though I submitted the correct bank account information.On XX/XX/XXXX I called capital one and let them know what was going on and at this point they were reporting past due on our credit. I understood there was a process to take to try and resolve the matter so I set up a payment with them over the phone so that there would be a recording with the correct bank information. They were informing me that I was submitting the wrong information online. This payment also came back on invalid account on XX/XX/XXXX. Since XX/XX/XXXX, I have received late charges, interest charges and was reporting over 30 days past due. 

My Capital One Cards : I was originally set up for recurring ach on both of my capital one cards. The {$300.00} that I set up on XX/XX/XXXX was an additional payment and would have been just a principal payment. I was under the assumption that I was still on auto pay with my bank account that I have been used for the past 3 years. They cancelled my auto pay with both my capital one cards that I anticipated would go through on XX/XX/2022. I didn't know they cancelled the auto pay. On XX/XX/XXXX I set up a payment for {$81.00} with them on the phone verbally for one of my cards and a set up a payment with there website with the other card for {$140.00} to withdrawal on XX/XX/2022 with my account that I have on file which is my correct bank account. On XX/XX/XXXX the {$81.00} was returned. On XX/XX/XXXX the {$140.00} was returned. I have received late charges, and interest charges on these accounts. Some late charges have been waived but not all charges have been waived. 

Important Conversations1 : 2 hour phone call. On XX/XX/XXXX, I spoke with multiple representatives. First in regards to my XXXX capital one cards, in which they had me set up payments for one of the cards. The amount for that card wa {$890.00}. They then needed to transfer me to a Senior Account Specialist for my wifes card. The representative was looking into why the payments were coming back. He had to do a zoom with someone and put me on hold. He came back on the line and informed me that they had flagged my bank account as an invalid account and that I needed my bank to send a fax to them in order for me to be able use my bank account with them. I did a XXXX way call with my bank on the line and my bank took down the information to fax to and sent it right away. The representative from capital one let me know that the payments that I had set up after XX/XX/XXXX including the payments that I had set up earlier on the same call would come back as invalid until they unflagged the account. There was nothing I could do about the payment that I had set up on my capital one card earlier as it was already in process. I was told that it could take up to 14 days for them to validate my bank account and to just check back in sometime to see if I could use my bank account again. They provided no follow up call or who I should call. I received notification vial email from capital one on XX/XX/2022 stating that I had a document ready for viewing. I opened up the document and downloaded it. It stated that they verified my bank account information was valid and I could start using the account again. 

Important Conversation 2 : I called Capital One on XX/XX/2022, spoke with someone about my cards, he had no idea as to any issue with the cards. I provided him with my investigation number that was on the letter and he sent me to a Senior Account Manager XXXX. XXXX researched my account and only recognized an investigation on 1 of my cards not on my other card or my wifes card. I had to repeat all information. XXXX confirmed that my bank account that was a valid bank account was flagged and shouldn't have been, however now according to her records my bank was sending the payments bank even though they were providing the correct information. I informed her that was not correct. I actually received documentation from my bank account with the account # they are sending to my bank and it is incorrect even though I provided them with the correct #. She said because this is not their error ( although it really is ) they can't do anything about it. I stated, you removed my bank account that was set up on recurring payments and flagged an account that was a good bank account as an invalid account. She confirmed that and stated that should not have happened and apologized but they couldn ; t do anything about it. She stated that I needed to get my bank back on the line to confirm the bank account information when sending to them was correct. I let her know that I would be able to get my bank on the line to do this on XX/XX/2022 at noon. I set up 3 payments with capital one verbally for all 3 accounts since I got the letter stating I could use my bank account again. I checked my bank account and all 3 payments had gone through. 

Important Conversation 3 : Capital one called and got my bank on a 3 way call. We verified the information coming to my bank was different then the information provided from capital one. Capital one claimed they are sending information with the correct account and my bank is telling them that they are sending a different account number. They ask if my bank did a merger, my bank says no. They conclude without any resolution. I confirm with capital one that I provided the correct account information. They stated that was correct. I confirmed again that they flagged my correct account as an invalid account not allowing me to make payments with that account. They said yes that is correct. I confirm that they are not going to work on the investigation further and not correct my credit bureau reporting past due or waive any fees. They said yes. They recommend me to send a letter to their credit dispute department and provided me with an address to send it to. I am unable to call or email this information. I take down the information and am going to send a dispute for all 3 cards. I am also going to go directly to all 3 credit bureaus and dispute this information as well. There was no resolution on this call.

Company response to consumer: Closed with monetary relief