Consumer complaint received 2022-04-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
XX/XX/22 BillPay from XXXX XXXX ( XXXX ) to XXXX XXXX XXXX  ( Cap 1 ) for {$75.00} debited from XXXX checking account XX/XX/22 Payment of {$75.00} applied to Cap 1 Visa account XX/XX/22 Payment of {$75.00} from XXXX to Cap 1 cleared XXXX XX/XX/22 Received letter from Cap 1 that XXXX returned the payment due to Payment Account Issue XX/XX/22 Called XXXX, was told that XXXX had not returned the payment, that the payment cleared on XX/XX/22, and they sent me a copy of the cleared check that had been deposited by Cap 1. Was tol by XXXX agent that once a check has cleared there is no way for it to then be rejected or returned. This was XXXX Case # XXXX ~ XX/XX/22 Called Cap 1 to tell them the payment had cleared XXXX and not returned. They connected a XXXX agent for a 3 way conversation. The XXXX agent re-iterated that the payment had cleared XXXX on XX/XX/22 and had not been returned to Cap 1. I was told that the 2 banks would investigate and resolve. 
XX/XX/22 Called XXXX  to, once again, try to resolve the issue. The XXXX agent got a Cap 1 agent, XXXX, on the phone. The Cap 1 agent stated, again, that XXXX returned the payment, now for Stop Payment. This was never the case. The XXXX agent requested, 3 times, a Cap 1 case number from XXXX and was told, 3 times, that they did not assign case numbers. The XXXX agent then verified a fax number and department where a copy of the check deposited by Cap 1 had cleared XXXX. 
XX/XX/22 Called Cap 1 to verify they received the fax and were investigating. ( The very first question was what is your case number ) I asked to speak to a supervisor and once again explained the situation and that they had the proof of payment from XXXX somewhere at Cap 1 as the fax had been verified as received by XXXX. Given Cap 1 case Number XXXX XX/XX/22 The payment of {$75.00} had been credited to my account, but then had, once again, been debited out. 
XX/XX/22 Called Cap 1 to see if the problem had been resolved. It had not, so requested to speak to a manager, someone in charge who could investigate the problem. I was transferred to a gentleman who said he was requesting further investigation from the back office. 
XX/XX/22 Cap 1 sent me a letter stating they could not resubmit a returned payment and I would need to make a new payment of {$75.00}. That bears no resemblance to the issue at hand as I, nor anyone else, had asked them to resubmit the payment. 

Please note that in all of this, it appears to be an issue at Capital One as my account at XXXX XXXX has never been credited back the {$75.00} originally debited on XX/XX/22. Capital One has been asked several times to show proof that XXXX XXXX had returned the payment and has never done so. I have attached copies of the correspondence from Cap 1, copies of notes from the various phone calls and copies of both the XXXX checking account and the Cap 1 credit card account showing the respective transactions.

Company response to consumer: Closed with explanation