Consumer complaint received 2023-07-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
At some point in the last month, CapitalOne bank inflicted a change to their online bill payment service from XXXX XXXX XXXX. This resulted in an abyssmal reduction of the usefulness and functionality of the online bill payment service, and neither company is offering support. 

XXXX XXXX  itself as being " fintech '' and " anti paper check '', noting that the very first result for XXXX in XXXX search is " XXXX scams '', and that they have no meaningful social media presence since XXXX and no one answers their phones. 

I set up a single online payment to my cable internet service provider on XX/XX/XXXX for the amount of {$110.00}, which was due XX/XX/XXXX. In the process of setting that up, the cable provider payment address information was prepopulated and I had to provide the account number. The screen informed that it would be processed as an electronic payment and paid within 1 to 2 business days. 

Instead, I learned on XX/XX/XXXX that my bill had not been paid and that they had mailed a paper check, guaranteeing that the payment would be received late. That notification came in an email. There is no indication of this in the online bill payment screen. The screen only says that the payment was made on XX/XX/XXXX, and the money was deducted from my account on XX/XX/XXXX. 

I contacted the bank on XX/XX/XXXX and was forced to go through their standard dispute process, to put a stop payment on the check and now the bank wants me to wait 10 business days to have the money credited back to my account for a basic theft that they enabled from my account. Now I also have to expose my debit card to yet another third party payee due to misleading bill payment information on the part of both Capital One and XXXX, in order to pay this bill on time. AND be denied the use of my funds for 10 business days for having to essentially pay this bill twice. 

I should not be penalized 10 days use of my money without interest or other consideration for 3 hours on the phone trying to resolve this issue and basically being told " too bad XXXX  customer, that is the process '' -- when it is the bank themselves that created the process and enabled this robbery. I do not give CapitalOne or XXXX consent to free use of my social security benefits. 

I was told that I could receive a " good will letter '' sometime next week that the bill was paid on time but processed incorrectly, but this does not solve the problem, and as far as I can see this bank does not have an ounce of good will to give. This was escalated to a formal complaint, but none of the managers I have spoken to at Capital One are willing or able to correct their own error in any way to benefit the customer. I do not feel that as a customer having been intentionally mislead about the banks service and process should be penalized 10 days use of my funds without compensation due to the bank 's own falsified bill payment process and intentional misinformation.

Company response to consumer: Closed with monetary relief