Consumer complaint received 2023-01-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Capital One has engaged in an unfair act which caused me financial injury, was reasonably avoided by me, and was not outweighed by any benefits to me or competition. I would like Capital One to refund {$22.00} in excess interest due to systemic issues at Capital One that were no fault of my own. 

In XX/XX/XXXX, we financed an auto lean through Capital One. On XX/XX/XXXX we were in a position to pay off the XXXX payoff balance of {$15000.00}. Using the Capital One mobile application ( which is the same method I used to make each timely monthly payment XXXX, XXXX, and XXXX ) I set up the payoff payment by selecting our Capital One savings account as presented by the mobile app as an option for making the payment ( again, as I had done for the XXXX previous monthly payments ). 

The payment was accepted within the app. On XX/XX/XXXX I received an email from Capital One informing me the payment account could not be located and the payment was reversed with additional interest applied for the period XXXX through XX/XX/XXXX. 

There is no other possible explanation for this reversal except the Capital One 's mobile app or some other payment processing system malfunctioned. I used the same mobile app and the same payment account which is at Capital One to make the payment. In fact, I used the same savings account to make the payment on XX/XX/XXXX to finally pay off the loan. 

At no point in the XXXX process did I manually enter any information regarding either my auto loan or my savings account. I used information presented to me by Capital One in their app to select which loan and which payment account were to be used as was previously executed three times before. 

I called Capital One XX/XX/XXXX, the day after their email notification. I attempted to explain the error to the phone associate. They were unable to resolve my concern so I asked for a manager. He too could not understand that it had to have been a systems error on their end even though I repeatedly explained that I used their app to pay from a Capital One savings account to a Capital One auto loan and that if Capital One could not find my account, it was not my error but theirs. 

The first image shows the Capital One mobile app 's " Pay From '' pre-populated options ( consistent with the experience since the inception of the loan ). You will notice the XXXX XXXX XXXX account with a balance of {$47000.00} ( more than enough to cover the {$15000.00} loan amount ). This is the account selected on XXXX. If Capital One was later unable to locate the account it HAD to have been a systems error internal to Capital One because the account was pre-populated so they had to have located it when I made the payment. This was what I tried to get the phone agent and the manager to comprehend and provide me a {$22.00} refund. The second image shows the date ( which originally would have been XXXX ). The third image shows the option to select the payoff amount which is what I selected on XXXX.

Company response to consumer: Closed with explanation