Consumer complaint received 2017-11-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
To Whom It May Concern : I am filing this complaint in regard to Capital One Credit Card. My business, XXXX XXXX XXXX, XXXX, has been a card holder for several years. On an annual basis we spend about {$200000.00} to {$300000.00} on the corporate credit card. Due to being a good client of Capital One we were assigned our own Personal Representative to help us maximize our relationship with Capital One. We have always paid our bill on time and in full. In XX/XX/XXXX the following events occurred : XX/XX/XXXX our monthly payment was due. We always schedule these payments in advance and as usual requested that our balance due be paid in full from our bank account with XXXX XXXX XXXX XXXX. 
On XX/XX/XXXX we noticed that the funds were not withdrawn from our bank account for the payment. We logged onto the Capital One website and the account was showing as paid. We looked over the payment confirmation and noticed that Capital One debited an old personal bank account for the credit card payment. 

o In the past we had a business and personal relationship with Capital One. The personal bank account was closed a few years ago. The personal bank account was never used to pay for the business credit card payments. 

o On the Capital One website when paying online there is a drop down box to allow you to choose what bank account you want to make the payment from. We only have the option to pay from one bank account, our business bank account. Therefore, we did not select the old account as our payment option. This error was done somehow on Capital Ones side. 

We reached out to our Capital One representative, XXXX XXXX, to help us with the situation. ( We included the email communications in our uploaded file to the agency. ) We spoke with XXXX XXXX and one of his associates and they told us to wait until the payment was reversed and then they could correct the issue on their side and process the payment then. 

On XX/XX/XXXX the payment was declined as expected by XXXX XXXX XXXX XXXX bank due to the debited account being closed. We then received a Payment Returned email from Capital One. 

We called XXXX XXXX and his associate at Capital One to tell them the payment had reversed and to move forward with correcting the payment. 

On XX/XX/XXXX all of our company credit cards were shut down for non-payment. I was out of the office for a meeting with prospective clients and my wife was entertaining a client. I called Capital Ones Elite Service Team as requested and they said they would not reopen the account unless they could talk to our bank to determine if the funds were available. Even though we had been proactive in reaching out to XXXX XXXX and Capital One about the error several days in advance. Again, the closed account being debited was not our mistake. I was sitting with prospective clients and could not leave the table to wait for a conversation between Capital One and the bank to occur so we had to deal with the closed account. 

The account was re-opened on XX/XX/XXXX when the payment was received. All penalty fees and interest were waived by Capital One. 
After these issues we became concerned about Capital One processes and procedures. 
How could an old/closed account be debited? We did not elect to utilize that account. 
If an account that was being debited was not a business account and therefore non-like titled why was there not a red flag raised? 
Once the issue of the wrong account being debited was identified why was there not some kind of alert/notification added to the account to keep it from being shut down? 
I contacted XXXX XXXX on XX/XX/XXXX and asked for a member of management to contact me to discuss the situation. I received a call from XXXX XXXX, the Local Market Leader, and discussed my concerns. She could not provide any answers but promised to send my concerns to the appropriate people within Capital One and obtain answers for me. 
On XX/XX/XXXX my employee, XXXX XXXX, came into work with a letter from Capital One ( the letter was included in the uploaded file ) stating that our payment had been returned. The letter was addressed to her at her home address. She is NOT the owner of the account. She is an authorized user of the account. I never received a letter and no other employees did. Her personal information was not provided for this account. All communication in regard to this account should come to me and my address of record as the owner of the account. This concerned me even more as this was a privacy issue and apparently XXXX XXXX system controls were failing. 
I immediately contacted XXXX XXXX about the letter and emailed her a copy. She informed me that my situation had been forwarded to the correct people at Capital One and somebody would be reaching out to me soon with information. 
On XX/XX/XXXX I had not heard back from anybody from Capital One. I emailed XXXX XXXX that I was not happy about the non-responsiveness and felt Capital One did not take this issue seriously. 
On XX/XX/XXXX XXXX XXXX wrote back to me and promised to find some answers. I finally heard from her associate XXXX XXXX that day who told me she was just starting her investigation but promised to get back to me as soon as possible after she communicated with her associates to determine what happened to cause these errors. 
On XX/XX/XXXX XXXX XXXX called me to follow up with our first call. She had no answers and no conclusions but that she was still working on it. She then promised to keep me informed as her investigation proceeded. 
On XX/XX/XXXX after not hearing from XXXX XXXX or any other representative from Capital One I called to follow up. I left XXXX XXXX a voice mail asking her to call me and her voice mail said she would return all calls within a 24 hour period. I never heard from her. 
On XX/XX/XXXX I called XXXX XXXX again and left another voicemail. She did return my call that day. She informed me that she had been out of work since XX/XX/XXXX due to an unexpected injury. She was just returning to work on XX/XX/XXXX. 
I am concerned about the lack of follow up and the inability to raise my concerns within Capital One. XXXX XXXX injury may have been unexpected but due to the sensitivity of her work I would have expected Capital One to reallocate her work so it could be appropriately and timely handled. 
XXXX XXXX voice mail did not have an out of office notice when I called. The voicemail was very clear that she would return all messages within 24 hours. 
Nobody in the Capital One organization seems to have felt the need to check her voice mail and follow up with any customers or to check on progress of matters that she had been working on. So therefore I am left to believe that Capital One does not take my concerns or other customers seriously or take accountability for their mistakes. 
As of today there is no further developments in our problems than there were in XX/XX/XXXX. I am very concerned that I am not the only person or company effected by the lack of controls and accountability at Capital One. There appears to be no way to escalate issues and when you do reach somebody there is no true follow up. Obviously for these errors to of occurred there are systematic issues with their control environment that need to be addressed before there is a large breach of customers personal information. 
I would appreciate if the Consumer Financial Protection Bureau would investigate these issues. My contact information is included below. 

Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, DE XXXX XXXX

Company response to consumer: Closed with explanation