Consumer complaint received 2018-08-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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:
on XX/XX/XXXX my partner submitted a payment to Capital One on my behalf through a phone payment giving routing number and account number for the sum of XXXX dollars for an electronic transfer payment. We received a confirmation number. 
I followed up with Capital one 2 business days later when the payment had not posted. they said it had posted but there was a " hold '' that is would release in 6 days. It did. On the XXXX XXXX I got an email stating the payment had been returned by the bank. My partner and I called Capital One. We reached an offshore agent ID # XXXX. We informed him a payment request was not presented to the bank from capital one and there was no reason it would have been returned. At that point agent called the bank with us on conference call. The bank agent confimed no payment had been presented to the bank for payment by capital one. No payment had been returned there were plenty of funds in the account. The agent then listened to all my partners secure information and said he would initiate another payment. This was while we were on the phone with the bank agent. He took the account information and account number and said he was processing the payment. The bank agent myself and partner were witness to this. I then asked how this was going to reflect on my account negatively he seemed confused and said my account was current. At that point I asked for a supervisor. Her ID # XXXX We explained in a conference call what had happened she indicated she was a supervisor and she could see no returned payment. She said it was not in the system yet and call after midnight. She also said that the previous agent # XXXX did not process the payment as he said he had.. She said she has no idea why he had not and again processed the payment for {$350.00} and said she would not be able to tell why the other payment had rejected because she could not see the return in the system. She said that if an agent had erroneously entered the information incorrectly on the original payment then I would not be adversely effected with negative credit reporting. We hung up the call and I checked my Capital One account online. The online screen showed a returned check. I immediately called Capital One back ... confused as to why the agents had told me they could not see any payment returned in their system..I then spoke with another supervisor # XXXX She told me she could see the reurned payment and had no idea why the other agent could not see it ... said she " must not have looked in the correct screen ''. 
I had to go through the whole story again. She said the original payment on XX/XX/2018 was returned NSF ... .I said that could not be possible because there were funds in the account and the bank had already confimed with previous agent in conference call that no attempt had been made by Capital One to process a payment for XXXX. On the XXXX thru the XXXX of XXXX and there had been no rejection of payment. I told her I was very concerned the offshore agent # XXXX had said he was processing another payment today with the verified bank account..he took all the information routing and account while on the conference call with the bank. He listened to all secure information ss number, mothers maiden name, DL number, DOB everything!! He said he was processing replacement payment as witnessed by myself, partner and Bank Agent but he did not do so. Why did he take all those secure details and not process? I believe this to be a security breach of my partners bank details. The agent absolutely did NOT do what he said he was doing. He said he processed a payment. Agent XXXX was not particularly concerned. She said there was a process. I told her I wanted to open an investigation as to what had happened with the original payment that was called in over the phone on XX/XX/XXXX. The correct information was given at that time and yet the payment was never presented for processing. She told me she had no way of knowing what account it was presented to ... I said that was ridiculous Capital One had to know..She would not open an investigation as to my security concern over the agent that said he was processing a payment today but did not. She was not helpful as to why supervisor XXXX said she could not see any returned payment when it clearly reflected in the system. In addition she would not open an investigation as to why Capital One is saying NSF return and yet the bank account was never presented with a charge and no payment was returned from the account that was given in the telephone transaction. 
The agent XXXX denied my request for a manager. She indicated all she could do was open an executive relations complaint and someone would get back to me but she had no idea when! I called back again and asked to speak to someone in the security department. I got another " supervisor '' # XXXX..She said she was going to investigate for me ... .went away and then hung up on me. 
I spent over 5 hours getting the runaround from these call centers. 
I believe that the agents do not protect your security and give the runaround. The correct information was given on the XXXX and for some reason it was not processed correctly. Now they are saying i am late when they did not even present the charge. 
every agent gives a different story. This is disgusting. Moreover I believe the one offshore agent has possibly conducted ID theft. He took all the information and did not process the payment. He listened to all the secure identiying info while on with the bank. He blatantly LIED when he said he was taking the info to process payment.Capital One will  not respond or act on this potential security breach.

Company response to consumer: Closed with monetary relief