Consumer complaint received 2020-09-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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:
On XX/XX/2020 I paid my balance of {$490.00} with capital one, using my capital one 360 checking account. On XX/XX/2020 I reviewed both accounts and ensured that the payment had processed successfully and had cleared from my bank account. At this time I noticed a separate charge for {$45.00} had settled to my credit card and I paid that remaining balance using my capital one 360 checking account at this time. Everything seemed fine, until XX/XX/XXXX, when I received a notice from capital one credit that my payment of {$490.00} made on XX/XX/XXXX had been returned by my bank, and they adjusted my balance to reflect the returned payment. I reviewed my capital one 360 and found that the payment had not been returned, nor had I requested it to be returned. My capital one 360 checking account was showing the payment had been deducted as expected as of XX/XX/2020. I phoned capital one credit on XX/XX/2020, and spent an hour on the phone explaining to them that I had made the payment and needed them to correct their error. The representative conferenced in a representative from capital one 360 checking, who also confirmed that the payment had processed successfully and had never been returned. Despite this confirmation I was told that I would need to obtain a copy of my capital one 360 checking account statement after it was available and fax it in to capital one credit in order to " prove '' that the payment had been made. An investigation was opened at this time with capital one credit. On XX/XX/XXXX I was able to live chat with a representative at capital one 360 who once again confirmed that my payment had been successfully sent to capital one credit and provided me with the successful ACH trace number. This representative also informed that he could see there were 3 duplicate attempts by capital one credit to withdraw the {$490.00}, one of which was successful and matched the ACH trace he had provided. The other 2 attempts made by capital one credit were returned by my bank as being unauthorized duplicates. On XX/XX/2020 I once again contacted Capital one credit and spent another hour explaining to them the situation and providing the information I had been given by capital one 360. I was told I would still need to prove the payment by providing my bank statement once it was available. On XX/XX/2020 my statement with capital one 360 showing the posted payment of {$480.00} with no returned payments was provided via fax to the fax number given to me. On XX/XX/XXXX I once again contacted capital one credit to inquire about the status of my resolution and was told they had received no statement, and after another hour of explaining the situation I sent the statement once again to the fax number provided. On XX/XX/XXXX I received a notice from capital one credit notifying me that the investigation had been closed as they had found my payment of {$45.00} was processed correctly. I called Capital one credit once again and spent another hour and a half on the phone trying to achieve resolution. At this time my investigation was reopened and I was provided with a secure email I could use to once again provide my bank statement as proof I had paid. Detailed notes including the ACH trace were added to my case and I was given a temporary credit of {$490.00} while the investigation was worked on. At this time I used the secure email to provide my bank statement for a third time to capital one credit and also provided a screenshot of my transaction period up until XX/XX/XXXX to show that the payment had never been returned to me. I was contacted on XX/XX/XXXX by capital one credit to say that the investigation was still in process with no resolution and a follow up was scheduled for XX/XX/XXXX. I was assured that the temporary credit would remain on my balance until the resolution of the investigation. This evening, XX/XX/XXXX I checked my balance to find that a balance adjustment removing the credit had been applied, leaving my current balance at {$490.00}. My statement period closes on XX/XX/XXXX. It has now been more than a month that capital one credit has had my money and I have spent more than 4 hours of my time dealing with what appears to be a duplicate payment issue that is no fault of mine

Company response to consumer: Closed with explanation