Consumer complaint received 2022-10-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Summary. This is a formal complaint against CapitalOne credit card for a UDAAP violation of Dodd-Frank due to their abusive practice in refusing to return a credit card overpayment of {$2300.00}. I have been seeking this reimbursement for more than two months, with no success.

Details. 
I am trying to receive {$2300.00} that I overpaid to Capital One credit card in making my XX/XX/XXXX credit card statement. CapitalOne refuses to return that overpayment : In a letter dated XXXX XXXX XXXX XXXX XXXX XXXX  they state : We received your request to refund your payment for {$2300.00} from XX/XX/XXXX. Unfortunately, your payment cant be refunded at this time. 

As background, that payment is the full amount due [ by XX/XX/XXXX ] shown on the XX/XX/XXXX credit card bill for my CapitalOne card ending in XXXX. I sent an online payment of {$2300.00} from my XXXX checking account on XX/XX/XXXX. I forgot that Id scheduled that autopayment, and so out of concern that I would be late on the monthly payment, I sent another full payment of {$2300.00} on XX/XX/XXXX from the same XXXX XXXXt. I subsequently realized I had double paid the credit card bill when I checked my XXXX checking account statement the next month. 

CapitalOne has refused to return the second payment to me, despite my repeated efforts, in lengthy half hour calls to their call center : I called in XXXX to make the point that I had double-paid my bill, and I wanted the second payment returned ; I was in the process of filing that claim with CapitalOne personnel, when the call was disconnected. 

I waited for my XXXXXXXX XXXX  statement to see if the claim had been processed and my account credited, but there was no such transaction. So later in XXXX I called again another half hour phone call -- where personnel assured me that my claim would be processed and a check would be mailed in the first week of XXXX. Instead of a check, I received the terse letter informing me that my payment cant be refunded at this time. 

I called CapitalOne service numbers two times today ( XX/XX/XXXX ) to complain and ask why my payment can not be returned. Call center personnel told me that my request is more than 30 days after the transaction, so they cant process my claim for reimbursement ; and then they added that, instead, I must file a dispute claim with my bank that sent the online payment, XXXX. When I contacted XXXX, they rejected that disputed claim process, saying that the payment online from my checking account was voluntarily arranged by me, and can not be recalled. Instead, they told me to seek reimbursement from the vendor, in this case CapitalOne. 

In two calls to the CapitalOne service line, I was told the same ( wrong ) information to seek redress from my bank that sent the payment. The senior account supervisor of the CapitalOne call center then told me that CapitalOne can not reimburse me for the payment. She offered no further solution for redress or seeking reimbursement. I informed XXXX that I wanted this registered as a formal complaint within CapitalOne, and that I would be filing this formal complaint with the CFPB due to their abusive practice in imposing an impossibly difficult process on consumers seeking reimbursement of an overpayment.

Company response to consumer: Closed with explanation