Consumer complaint received 2020-04-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have had some issues with actually getting payment to the Capital One but have never been late. They didn't initially accept debit card payments so that was a problem sorting that out at the beginning as that is unusual. I study and work in the XXXX and go back and forth from the US and most of my income is in the form of XXXX so I have to transfer it to a bank account in the states. It costs money to do that so I would end up having to pay extra just to pay my credit card bill. Anyway, that's not Capital One 's problem but it took me awhile to figure out what was going to be the best cost affective option for me without any additional transfer or wire fees to my US accounts. This caused a situation with the payment processing due in XXXX and XXXX but any issues and payments were sorted and paid immediately. Finally after I got a payment system working without accruing any additional fees, I set up an automatic payment with Capital One so I wouldn't have to worry about that anymore. But in XXXX I was scheduled for XXXX on the XXXX, so I paid all my bills early and I paid Capital One again on XX/XX/XXXX after making the regular payment due ( payments are due on the XXXX ) and more than the minimum payment due. I forgot to turn off the automatic payment system and it tried to take an additional payment on XX/XX/XXXX but since I hadn't transferred a payment to that account, it was declined for insufficient funds ( but my online account showed another payment wasn't due until XX/XX/XXXX ). But because of that Capital One closed my account because their computer considers it a violation of their policy even though I had paid early and more than what was due already. I have spoken to three fraud and dispute representatives who at the beginning of my calls said I had an account before back in XXXX and didn't pay so I was being investigated. That investigation came back that it wasn't me but they still wouldn't reopen my account. I asked again to please open my account but they won't saying the same thing ... I had insufficient funds and the computer will not allow them to reopen my account! Now, they are saying I have lost my rewards of over XXXX miles ( even though an agent did say I could use them to pay down my balance when I called the first time. I called back and they said they had to open an investigation to have that call reviewed and get back to me for an answer as that was not their normal policy. I recorded the first call by the way and the agent told me I could use the miles ) but now I've been told I have to talk to the collection department before I'm able to even talk with someone about trying to get any type of compensation for my miles. All this because I paid early before my XXXX and signed up for automatic payment! I have been treated like a criminal when I have an excellent payment history ( and credit ) and still have not been late! This is absolutely a violation against my human rights and I am very upset about how I have been treated. I have been responsible and have been punished for it all because of their computer! I have attached my XXXX statement that shows my automatic payment was paid on the XXXX and then an additional early payment on XX/XX/XXXX of {$200.00}. The account did not show a due date until XX/XX/XXXX after the XX/XX/XXXX payment but automatic payment still took it on XXXX XXXX and they closed my account! This is all computer error but no human is doing anything to fix it.

Company response to consumer: Closed with explanation