Consumer complaint received 2019-08-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX - Applied for Cabela 's store credit card not realizing it was a Capital One major credit card. I did not want a major credit card so I figured I'd pay the balance in full and destroy the card. 
XXXX - Still did not receive a statement for this card. Per the paperwork, I went to Cabela 's website to try to enter my information hoping the account would come up and I could pay it off. It did not recognize my information. 
XXXX- Finally received my first statement, registered at Cabela 's website per the directions and paid the balance in full of {$420.00}. 
XXXX- Received a call from Capital One informing me that there was an additional charge of {$3.00} on my account and since I did not pay it I was charged with late fees totaling {$57.00}. I was told they would remove one late fee. I told them this was unacceptable as I thought my account was settled when I paid the balance in full and I was not going to be penalized for paying my balance in full. They offered to remove one late fee. I agreed to that late fee being removed and requested that they remove the other late fee and the additional charge. They refused. They did not explain how I could have two late fees in one month since my pay off was on XX/XX/XXXX. 

I feel their entire process is deceptive. First, it took them a prolonged period of time, 2 months to just send my first statement all the while collecting interest on this balance. I was diligent in collecting my mail and watching for this statement, as I wanted to pay this balance in full and destroy this card. When I received my statement I registered at Cabelas website to set up my account and I paid the balance in full. If there was a difference in the pay off balance vs balance due it should be an option for their online payment. I have seen that option before with other creditors and feel Capital Ones purposeful absence of this option or at least an absence of a prompt to call for a payoff amount when applying the full balance to a payment is deceiving. If someone is paying online they should not have to call for a payoff amount. It should be an option, otherwise it defeats the entire purpose of online payments. There is no prompt that recognizes when someone is making a payment of the full balance to inform consumers that they have to call because the payoff amount is different. There is literally nothing to tell a person they will be charged additionally after the fact. This is a deceptive practice. Capital One is depending on their customers to pay their balance in full falsely believing the account is settled. Then their customers are unaware of this additional charge and get penalized by late charges. If they dont pay this additional charge and late charge then Capital One can ruin their credit. This is the definition of extortion. 

Capital One prolongs delivering their statement in order to build interest. Capital One has the ability to provide a pay off amount for their online payment options yet they choose not to incorporate this option in turn defrauding and extorting their customers by placing late charges on their customers accounts. If their customers do not pay then their credit is in jeopardy. This is fraudulent, deceptive and extortion. 

Capital one is charging me {$57.00} for literally paying my balance in full. I will not be deceived, defrauded or extorted by this company. I expect these charges to be waved in full. As a consumer, I should not be penalized for paying my balance in full.

Company response to consumer: Closed with monetary relief