Consumer complaint received 2018-01-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/XXXX, I mailed an in-full monthly payment to my Capital One business credit card for the XXXX statement that was due XX/XX/XXXX. When I received my XX/XX/XXXX statement, it indicated a balance that also included the past XXXX statement amount, plus a {$39.00} late fee charge and {$17.00} interest charge. 

I immediately called Capital One ( XX/XX/XXXX ) to find out why they had not credited my previous payment. The customer service rep, XXXX, claimed it was never received. I ask not to be charged the additional fees because I had mailed the check and I could only assume that it was lost in the mail. They agreed to deduct the additional fees within 3-5 days while allowing 7-10 days to receive my replacement check for payment.

In the meantime, I received a letter from Capital One ( dated XX/XX/XXXX ) that returned my  check to me. The letter stated they were unable to process the check due to damage. The check they returned to me in the letter looked as though someone had taken a pair of scissors and had purposely cut a series of the banking numbers out of it. I again immediately called Capital One ( XX/XX/XXXX ) to find out how the check damage '' might have happened ( XXXX claimed a machine opens the received checks, not a person ) and why they would have charged me a late fee and interest when Capital One had already known of the damaged check and of its return to me ( XXXX claimed a computer automatically generates related late fees ) and why, when I previously called on XX/XX/XXXX, that none of the information related to the damaged check was noted and in their system. XXXX made profuse apologies and excuses on behalf of the companys machines and computers but according to her, no human was responsible for any of the problems I was having. 

The next insult from Capital One came an hour after that conversation when I attempted to charge a {$3.00} USPS postal fee and it was declined. Despite being told on XX/XX/XXXX that I had a window of 7-10 days for the replacement check to be received only 5 days had passed so why was it declined? When I called Capital One ( same day ) to complain about the declined charge, XXXX explained she couldnt help me change the status of my card, that it was out of her hands as my account was automatically put on hold due to non-payment. 

So my complaint-inquiry is twofold. First, is it legal for Capital One to have applied late fees and interest when they were aware that their equipment was the reason the check was damaged and not able to be processed? Doesnt Capital One have a responsibility to also change that automated process ( which should n't have charged me late fees in the first place ) as well as institute a grace period for the customer to send a replacement check when this type of internal failure happens on their part? 

A response from a capable, problem-solving human would be appreciated.

Company response to consumer: Closed with monetary relief