Consumer complaint received 2022-05-23
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:
I consistently have trouble with Capital One receiving/accepting payments, resulting in unnecessary late fees and added interest. I make payments using my bank 's online payment system. NO OTHER PAYEES have an issue receiving and applying the payments, but Capital One has made this a very painful process for years. After several months of issues, I started making payments on their website. However, this is an additional step for me ( several steps ) and it seems unnecessary when I am making payments- way ahead of the due date - and all other payees are able to receive and credit my account promptly, but Capital One is unable to do this. 

Most recently, I made a payment through my bank 's system on XX/XX/XXXX. They need 2 days to deliver, so not counting the weekend, the payment date should have been XX/XX/XXXX. I have verification from my bank that the payment was electronically delivered on XX/XX/XXXX. Moreover, another credit card that I paid on the same date and in the same manner received payment on XX/XX/XXXX and credited to my account on XX/XX/XXXX. On Friday XX/XX/XXXX, I noticed that the payment to Capital One was still not reflected, and I became concerned that there would be a late fee as the payment due date was XX/XX/XXXX. I called and spoke to a representative who suggested the payment might clear that day. He made a note for " promised payment '' but could not offer a callback or other service to allow me to make an additional payment simply to avoid a late fee, should the payment still not reflect in their system as of the due date. Today, XX/XX/XXXX, I called again, made ANOTHER payment in an attempt to avoid additional reminders and a late fee, but the representatives have no solutions other than to tell me, repeatedly, that their system doesn't show the payment received. 

I have offered to send proof from my bank to Capital One that the payment has been delivered. I have attempted to make payments through my bank 's system well in advance of the payment due date to accommodate the lapse in their system. All to no avail ; Capital One refuses to accept any responsibility for this repetitive issue even though their account contact records should show multiple calls from me about this very same concern dating back to XXXX. Today the representative told me they have not had any complaints about a problem with their system accepting payments. I find this odd, as I have called to report this issue so many times in the past. 

I make multiple payments each month using my bank 's online payment system and I have NEVER had an issue with any other payee, yet the issue with Capital One occurs repeatedly. I would like to know why this is happening and what they plan to do to address it. I should not have to take additional time, or pay additional interest amounts and/or late payment fees due purely to error on their system.

Company response to consumer: Closed with explanation