Consumer complaint received 2023-06-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
I have a credit card with Capital One that ends in XXXX. I have auto payment enrolled and my autopay date is the XXXX of every month. 

On XX/XX/2023 I scheduled a manual payment of {$870.00}. I mistakenly filled out the manual payment form by selecting the wrong bank account to draft the payment from, which was a Capital One checking account ending in XXXX. The account I meant to use was a XXXX Checking account ending in XXXX. I have not used the Capital One checking account in over a year and it has maintained a XXXX balance during this time. Yet despite the XXXX balance Capital One did not close this checking account and it remained available as an option in the drop down for me to select as a payment source for making a manual payment for my credit card. After I submitted the manual payment request on XX/XX/XXXX, I also cancelled my automatic payment that was set to auto draft on XX/XX/2023 ( a {$600.00} payment ) because I assumed I would no longer need this payment since I scheduled a manual payment instead. 

On XX/XX/2023 logged into Capital One and saw that my payment had posted, so then I logged into my XXXX account to confirm if the payment had been drafted and thats when I first realized that the payment was set up incorrectly and had not been drafted from my XXXX checking account. I then called Capital One that same day ( XX/XX/2023 ) and explained to a customer service representative that I had scheduled my payment using the wrong account and that it was showing as posted on my Capital One credit card account. I also told them I had cancelled my auto payment that was previously scheduled for XX/XX/XXXX because I didnt think I would need it since I had made a manual payment. Since I knew that the manual payment would get returned as NSF because the Capital One checking account had no funds, I then asked the customer service rep if I could make a new payment of the total balance on XX/XX/2023 in order to avoid a late fee and avoid an interest charge. The person explained there was no way to make a payment on a credit card that was showing a XXXX dollar balance and that I would have to wait until the payment was returned. Since I was not allowed to make a new payment at that time, I did have the customer service rep close all of the remaining checking accounts that were not being used and had a XXXX balance in order to prevent them being used mistakenly in future manual payments. 

I then waited and the payment was finally returned after the due date and I got a {$25.00} late fee plus a {$16.00} interest charge. I called Capital One on XX/XX/XXXX, to dispute these fees as there was no way for me to make a payment on XX/XX/2023 which was before the due date ( XX/XX/2023 ). The customer service rep I spoke to assisted me in getting the {$25.00} fee refunded but explained that their system would not let them issue me a refund of the interest. I asked to speak to a supervisor hoping that person would be able to assist in overriding the systems limitations but they also told me the system prevented them from issuing a refund for the {$16.00} in interest. At that point I was furious. 

Capital One has no right and are breaking the law to tell me on XX/XX/2023 that there is NO way to make a payment before the due date and then, after it becomes late, charge me a late fee and interest. I never carry balances and get charged interest and I never pay late. I pay my credit cards off every month. The limitations of their technology system prevented me from making a payment and I was a proactive consumer who was trying to do so.

Company response to consumer: Closed with monetary relief