Consumer complaint received 2020-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
Capital One is delaying credit refunds on customer credit cards for weeks, while continuing to charge & earn interest on those balances. Walmart credit cards are issued through Capital One. Refunds are supposed to be issued in 5 business days, at the latest. But credits ( partial to no credits ) are taking weeks or never being issued. Capital One 's billing dept. is encouraging Walmart customer service reps & supervisors t just keep telling their clients to allow 5 business days. When that date comes & goes, Capital One advises Walmart customer service to tell customer to allow 10 more business days. When that date passes they keep pushing the date back. This goes on for weeks, & still no credit ( or partial credits ). Walmart 's customer service supervisor & corporate office have both confirmed that Capital One changed systems & they're receiving numerous complaints from customers. All along, Capital One is continuing to collect the interest & demand payment. The interest rate is 22.90 % on the credit card. A refund for {$79.00} was supposed to be issued on XX/XX/XXXX. Walmart keeps calling Capital One 's billing dept. & being told to say that I'll receive a {$79.00} refund in a week, then another week, & then another week. " ... .See attachments for full text. '' XX/XX/XXXX Email from Walmart stated AGAIN ... " We have processed a refund for Walmart.com Order XXXX. You will see the amount of {$79.00} credited to yourWMCAPITALMCending in XXXX within the next 7-10 business days. If you have any further concerns, please reach out and we would be happy to help. It was a pleasure assisting you today. You should receive an emailed survey soon which allows you to provide feedback on my service to you. I would appreciate any feedback you have. Thank you for being a part of the Walmart.com XXXX! XXXX XXXX Walmart.com Payments Contact Center '' Not only that, I have my third recording ( most recent was last week ) from Walmart 's Corp. Resolution dept. stating again that Capital One is the reason for the delay. They explained that they changed systems and it is leading to tons of customer refund/credit delays. I am happy to play the recordings or tell you who I have been speaking to. One of these major companies is lying to protect their image. Capital One just had a problem with that when they had data breach. So for THREE people in Walmart 's management to say this then maybe Capital One needs to speak to them. Plus Capital One claims they called me to try and assist. Yet, I show no missed call nor do I have any voicemail messages from them. 

Capital One claims not to see the amount. Well stop being so lazy and call Walmart corporate like I've had to do. They are your client. Since they switched from the old company to Capital One, we've had nothing but trouble. When I called Capital One for assistance about a week ago, I got passed to 4 different depts. All of the reps in each dept were clueless and kept trying to handle the issue, even after I told them what dept. I needed. Finally, the last rep says she can't tell me the actual name of the dept. She said she saw the dept. name and people but she was not allowed to share that info with me. She claimed that she couldn't contact the lady because voicemail service doesn't work now that they work from home. Really? She claimed that she would have the lady call me back. I had no name or anything. She just said to trust her. You can see where that got me ... nowhere. I have the date & time of that call. And, I may have that call recorded too. I will have to check. Capital One, please stop typing up fictitious letters that make the CFPB think you have made attempts to handle this matter. All you have to do is really call me, I can forward Walmart 's email to you and play recordings, and/or do a conference call with Walmart 's corporate resolutions dept., and get to the bottom of this matter.

Company response to consumer: Closed with monetary relief