Consumer complaint received 2018-11-08
Company: CAPITAL ONE FINANCIAL CORPORATION
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:
Hi, I sent out the following email to Capital One ( XXXX and XXXX ) on XX/XX/XXXX : Hi, I contacted Capital One Credit Card Customer Service at around XXXX tonight about the returned payment [ of {$1000.00} ]. I told the representative that I closed my XXXX  XXXX XXXX Savings account but maintained my XXXX XXXX XXXX Checking account. When I scheduled the payment nearly last month ( on XXXX XXXX ), I used my checking account. In fact, I made transfers between my Capital One 360 Checking account and XXXX XXXX XXXX Checking account on XX/XX/XXXX and XXXX, and the transactions were successful. 

I was informed on tonight 's call that I had to get a letter from XXXX  XXXX XXXX and either mail it or fax it to XXXX. Capital One then would take 3-4 days to process it. Because this takes a long time, I asked if it was possible for me to make a transfer between my XXXX XXXX XXXX and Capital One checking accounts and to pay the credit card after the fund was available. I was told that it was, and so I made the transfer but was later told that the fund would be available on Tues., XX/XX/XXXX due to Monday, XX/XX/XXXX being a holiday. I proceeded with the latter option. 

I am really concerned that this issue just came up two days after my payment was due. I have never missed a payment since I became a Capital One cardholder in XXXX. This will undoubtedly reflect poorly on my credit history. I wish Capital One can do something to prevent this issue to impact my credit history, considering I have done my best to schedule the full payment nearly a month in advance and proceeded with the fastest solution to fix the return payment. 

Thank you for your time. 

Best, XXXX Because the email was not responded to, I called the customer service again and was refunded the following amounts on XX/XX/XXXX : {$15.00} ( past due fee ) and {$50.00} ( interest charge adjustment ). I reluctantly agreed to pay the remaining {$6.00} of the interest charge ( {$56.00} was originally charged on XX/XX/XXXX ) because they informed me that {$50.00} was the maximum amount that they can provide me at the time. After the successful transfer between my XXXX  XXXX XXXX checking account and Capital One 360 checking account, I paid my outstanding balance of {$3600.00} ( instead of the amount past due of {$1000.00} ) on XX/XX/XXXX. 

Today, I found out that I have been charged with an additional interest charge of {$8.00}. My current balance is - ( minus ) {$23.00}. I called the customer service this evening and was told that they could not waive the fee. Since I already paid my card in full on XX/XX/XXXX and my balance is negative, I don't think it's right for Capital One to charge me an interest charge again. I was hoping that the CFPB could assist me with this issue and could ensure that Capital One does not take advantage of other people in this situation. 

The attachments that I'm including are as follow : 1. Scheduled Payment Email dated  XXXX. 
2. Returned Payment Email dated XXXX. 
3. Balance Summary Email dated XXXX. 
4. Balance Summary Email dated XXXX. 
5. Snapshot of Interest Charge Fee as of today.

6. Snapshot of Checking 360 as of today. 

Thank you in advance for your time and assistance. 

Best, XXXX

Company response to consumer: Closed with explanation