Consumer complaint received 2023-08-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
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:
XXXX XXXX XXXX XXXX, XXXX  XXXX XX/XX/XXXX Comenity Capital Bank XXXX XXXX XXXX XXXX, OH XXXX Reference : Credit Card XXXX XXXX XXXX XXXX Comenity Customer Care On XX/XX/XXXX our bank, XXXX XXXX XXXX transmitted {$910.00} electronically as payment in full for our XX/XX/XXXX XXXX XXXX credit card statement to Comenity Capital Bank XXXX The Confirmation Number was XXXX. The payment was received by Comenity Capital Bank, Tracking ID XXXX. We submitt our credit card payment each month around the XXXX of the month to cover the full amount of the statement. The XX/XX/XXXX is the only payment they say they did not receive.

Comenity Customer Care states they did not receive that payment. With several phone calls and many hours of discussion including hours on hold, all we learned is that they want us to provide a front and back copy of the check and that they were having problems with their computer during that time frame.

The payment was transferred electronically and the trace numbers were submitted to Comenity Customer Care. Comenity Customer Care has refused to talk with representatives of XXXX XXXX Bank or to engage in a three-way call with our bank Customer Care representatives . 
On XX/XX/XXXX XXXX 's ceased using Comenity Capital Bank and now uses XXXX  XXXX. Therefore, our Comenity account was closed without this {$910.00} payment being resolved. 
We request that Comenity Capital Bank send us a check for {$910.00}. Sincerely XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Text XXXX XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Dear XXXX XXXX : Requested proof of address is as follows for MY XXXX ' XXXX XXXX  XXXX  XX/XX/XXXX {$490.00} PAYMENT DONE ELECT TRACE NUMBER XXXX XX/XX/XXXX {$910.00} PAYMENT DONE ELECT TRACE NUMBER XXXX Our Customer Care Center is available weekdays XXXX XXXX XXXX XXXX XXXX. and XXXX XXXX XXXX XXXX XXXX XXXX for email support or by calling XXXX. 
Sincerely, XXXX XXXX Customer Service XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, CT XXXX ( p ) XXXX ( I ) XXXX XXXX Date Range Past 12 months XX/XX/XXXX and future Filter By All Select from list Showing Comenty - My XXXX XXXX XXXX payments. Clear Filter Showing 1 - 11 of 11 payments page Description Category Amount Deliver By Status Comenty - My XXXX XXXX XXXX Credit Card {$970.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX Comenty - My XXXX XXXX XXXX  Credit Card {$1000.00} XXXX Processed XXXX House Checking XXXX XXXX XXXX XXXX XXXX Comenty - My XXXX XXXX XXXX Credit Card {$490.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX XXXX XXXX My XXXX XXXX XXXXXXXX Credit Card {$910.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX Comenty - My XXXX  XXXX XXXX Credit Card {$270.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX Comenty - My XXXX XXXX XXXX  Credit Card {$310.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX  XXXX Comenty - My XXXX XXXX XXXX XXXXXXXX Card {$300.00} XXXX XXXX XXXX House Checking XXXX XXXX # XXXX XXXX Comenty - My XXXX XXXX XXXX  Credit Card {$140.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX Comenty - My XXXX XXXX XXXX Credit Card {$430.00} XXXX Processed XXXX House Checking XXXX XXXX XXXX XXXX XXXX Comenty - My XXXX XXXX XXXXXXXX Credit Card {$79.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX XXXX - My XXXX XXXX XXXX  Credit Card {$210.00} XXXX Processed XXXX House Checking XXXX XXXX # XXXX XXXX Total {$5100.00} XXXX XXXX Processing, and Processed payments only, including any fees Showing 1 - 11 of 11 payments page

Company response to consumer: Closed with explanation