Consumer complaint received 2022-10-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
To Whom It May Concern : I have opened up a 0 % interest card with Capital One credit services which has been open for only a few short months. I have made several attempts to pay this card in full ( Which is now currently paid in full. ) I have also applied my bank routing number to make automatic payments almost immediately. ( XXXX XXXX. ) Capital One had immediately reached out to me while trying to make this payment stating they need my " full bank account number '' from XXXX XXXX to verify my account. ( The only account I bank with. ) ( There is a 3-way recorded call with my bank. ) Capital One proceeded to tell them they will not make my payment or verify me until XXXX could verify my " full account number. '' XXXX had let Capital One know they are not able to disclose my full bank account number to protect my identity rightfully so. I asked when this issue could be resolved, and they had mentioned not until XXXX will release the full account number. That call ended and I had tried to pay with my debit card instead. At this point, Capital One had blocked my account immediately " until XXXX will verify my full account number '' ( Which an attorney has told me Capital One should never ask for the full account number but certain digits. ) As for attempting to make a full payment from my debit card I was not able to do so due to my blocked account immediately after the call. After several more calls to Capital One they claimed they would not unlock my account to make this payment. After several more attempts with a final 3-way call with XXXX ( Recorded call as well. ) I mentioned again, I am just trying to pay the card off in full and there needs to be some action here so that I can unlock my card and make a full payment as intended the first call. The XXXX representative had mentioned to the Capital One representative they can only give out certain digits again and immediately verified my account with those certain digits not the " full account number. '' The new representative at Capital One understood they did not need the full account number. With the same digits ( NOT FULL DIGITS OF BANK ACCOUNT ) I had entered in for automatic payments originally that should have been cleared on the first call If that representative had not asked for my full account number. Now, had the first representative stated only certain digits of the account XXXX would've been happy to disclose that, and the payment could have been made. Instead, they asked for more information than what they needed and jeopardized my identity and wellbeing. During this time of complication to pay off the card that had only been opened for a couple of months. Due to Capital One 's mistake about disclosing my full account number and non-help to unlock the card to pay it off with a debit card they put it through late payments even though I had attempted to pay this card off in full several times in any way shape or form. It did not matter because the original representative blocked it when they could not receive my full account number, with my social, and all of my personal information. ( As you can see that would never be a good idea for anyone to disclose their full bank account information besides the number of digits they need to verify. ) As advised by my attorney. My rights have been violated and along with that during this time of their mistake they have marked my credit on behalf of their mistake. It has never been more difficult to pay something off in full as Capital One has made it. I do not recommend 0 % anything with Capital One.

Company response to consumer: Closed with explanation