Consumer complaint received 2021-06-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
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:
Several issues with Capital One that have largely been ignored. 

1. Transactions randomly don't go through. I submitted an initial {$300.00} payment to the XXXX for my bar application and it went through. When I submitted the supplementary {$600.00} payment to the Tennessee bar, it was declined as a fraudulent transaction. I received an email asking to confirm ; I confirmed. I received a text asking me to confirm ; I confirmed again. I was told to try the transaction again and that the hold was lifted. I tried the payment again but it didn't go through. I called in and was told they didn't know why this was happening and everything was fine on their end. I eventually had to use another debit card. This almost cost me my application for licensure. Another time, I tried to buy gift cards online. I tried six times. The website actually locked me from trying again. I called. Again, they say they don't know what's going on. It would be interesting to know what they do know. A list might be helpful here.

2. Payments don't go through. I sent a {$200.00} payment on XX/XX/XXXX from a bank account. Like every other payment, it resulted in an instant increase to my available credit. The next day, I sent an {$800.00} payment from the same bank account. My available credit did not change. I called in the next day. After asking over and over again, I was finally told that my funds would be released on the XXXX but were being held for verification. This is a payment coming from a bank account that has already been verified and has posted instantaneous payments as lately as the day before without issues. I asked if there's a numerical value that triggers verification and, of course, no answer. There's nothing they can do on their end. I was not told of this process beforehand ; neither was I told what amount I can send to avoid it in the future. 

3. Rewards don't pay out. I requested a {$10.00} XXXX gift card that was supposed to arrive within 2-3 weeks. That was a month ago. I requested the {$10.00} return to my rewards account rather than having to wait another 2-3 weeks for a card that may or may not arrive. I was told such a note was left on my account. A week later, I get an email saying another XXXX gift card has been sent out. This company is truly baffling. 

There have been other issues, without a doubt, but these are the three most recent. I have contacted Capital One several times through several media. I am either ignored or given a copy-paste response that often doesn't even apply to or address my concerns. I have had this card for less than three months. Without doubt, this is the worst credit card company I have ever even heard of. Capital One has several policies it never discloses or explains. Customers have no way of navigating them even after they spring up. We are given no guidance on what the policies might be beforehand or how to avoid certain, extra processes in the future. I will not be keeping this card beyond the 0 % APR promotional period and I deeply regret ever applying.

Company response to consumer: Closed with monetary relief