Consumer complaint received 2020-08-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
Dear Sir/ Madam, On XX/XX/2020 I made a payment in full to Capital One Credit Services , it was applied to my M/C credit card account ending in XXXX Amount paid was {$3500.00} I then called into credit services and spoke with a customer service agent, requesting to have my credit card account closed out. 

The representative at the time was very cordial in assisting me with my request. I also verified at the time, that the total amount that was paid on my credit card account was the current and most recent statement balance, she stated yes Mr. XXXX it was, that I was now at a XXXX  balance. I responded with great! Thank you and have a great night. 

I went online later to double check that everything was properly closed out. It was however, there was still a balance owing on the m/c credit card account in question, in the amount of {$33.00} dollars??? 

I called and spoke with a Capital One representative regarding this issue of concern, after I was getting know where with this particular rep, I asked if it would be possible to to speak with a c/s supervisor for further assistance with my credit card issue. 

After I was transferred to a c/s supervisor, she listened to my concerns, stated that there was still a charge that had not been accounted for, I repeated myself, not accounted for, how so??? 

It was explained to me that because of a charge in the amount of {$33.00} that was charged to my m/c c.c. account back on XX/XX/XXXX of XXXX, that I still owed this amount. I stated that I didn't see how that would be possible. That when I paid my m/c c.c. balance in full, I chose the current statement balance, which was after the statement had printed back on XX/XX/2020 therefore, the {$33.00} Walmart purchase/ charge would of been accounted for in the current most recent statement balance amount, which was in the amount of {$3500.00} This supervisor would not accept and or even entertain my explanation of reason, that this was not an issue on my end, but on Capital One 's end. She continued to repeat herself by stating, Mr. XXXX, you owe the {$33.00} dollar charge from Walmart and to just pay it and everything would be fine. Talk about patronizing, I have no problem paying anything that I am responsible for however, I am unwilling to pay for something that had already been accounted for and paid. Anyone with a half a brain, would be able to figure out that something here was not right! 

Last but certainly not least. It would not take a billing system to recognize and or post a charge that was made by one, a credit card and two, was over three weeks ago giving their billing system ample time to of posted and calculated in the most recent current statement balance. 

Again, I advised the Capital One supervisor, that I will not accept a charge that had already been paid, Capital gives you a couple of options when it comes to making payment 's online, one, you have the option of making the minimum required payment, two, you have the option of paying the previous statement balance, or three, you have the option of paying the current, most recent statement balance which was the option I had chosen ( the third option ) Plus, this was verified with a Capital One c/s rep when I had called in originally requesting that my credit card account be closed out. 

Honestly, I have no words to describe how dissatisfied I am with Capital One 's conduct. Clearly there was an error on their part and from an ethical stand point, would expect Capital to own up to the error and resolve my issue in a timely manner. 

Thank you for your time and efforts with n getting this issue addressed and or resolved. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation