Consumer complaint received 2022-01-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Debt collection
Sub-product: Auto debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Hi my name is XXXX XXXX and Ive been having a problem and issue from Capital one auto because I paid my car payment before the due date which was due on XX/XX/XXXX. My car payment is {$340.00} and I submitted 3 transactions for my car payment one for {$100.00} another for {$240.00} and another one for another {$100.00}. I ALWAYS pay on the app and when you pay on the app they add additional {$3.00} fee for using a debit card for each transaction as well. The money came out of my account on XX/XX/XXXX and on XX/XX/XXXX, so I paid on time. My email ALWAYS send me a confirmation email to let me know that the money came out of my account and theyll send me a confirmation code. Ive contacted Capital one almost 10 times within 4 weeks because they sent me an email stating I owed them {$100.00} because they never received the 3rd payment just only two. I contacted them and I asked for a supervisor and he verified their fax number which is XXXX to send my bank statements and he stated itll take XXXX business days for them to receive it. I went to XXXX office on XX/XX/XXXX and faxed my bank statements to their fax number on XX/XX/XXXX at XXXX PM. This was the same day I spoke with that supervisor. I waited in the time frame to contact capital one auto back and they stated they havent received it and to call back XXXX  or XXXX and this was on XX/XX/XXXX. I called back XXXX on XX/XX/XXXX I was on the phone for an hour and XXXX or XXXX minutes and spoke with a representative and I told them to send me to someone higher up immediately please and I spoke with someone. That someone stated that they didnt receive my paperwork with my bank statements through fax, WHICH I FAXED ON XXXX XXXX XXXX at XXXX pm at XXXX to their fax number XXXX. They were asking me what fax number did I sent it to which was theres and it was correct I faxed it to the right fax number. I even contacted the XXXX  store to ask them their fax number and the lady stated they could not find it and I had to fax it to them again to their same fax number XXXX and call back in an hour to see if we received it. Immediately, I went to XXXX XXXX in XXXX, NC to fax my bank statements AGAIN TO CAPITAL ONE AUTO. The lady that helped me at XXXX XXXX her name is XXXX XXXX and she stated they received it because it states success in their computers. I called capital one auto again in about an hour and a half after I FAXED IT THE SECOND TIME I told her to send me to someone higher up and they sent me to the recovery department and I spoke with someone name XXXX ( XXXX  ) and she stated they received the bank statements and told me the president will contact me in 2 to 3 business days. Im contacting them today XX/XX/XXXX now as Im typing this and I asked for XXXX and she was unavailable so a representative sent me to someone else and the lady stated that the accountant department will have to look into this and an account will contact me today no later than tomorrow. The account number she verified is XXXX option XXXX and Ive been on the phone for XXXX minutes and no one is picking up. 

Every time I call and go through prompts the automated system even stated that it was an error on their end. 

XXXXI HAVE RECEIPTS AND PHONE CALL SCREEN SHOTS****

Company response to consumer: Closed with explanation