Consumer complaint received 2023-04-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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:
I scheduled a payment from my XXXX XXXX XXXX checking account to PAY my Capital One Quick Silver account. 
The payment was scheduled for XX/XX/XXXX and settled on XX/XX/XXXX. 
I wanted to make a larger payment than usual, typically they are under {$1000.00}, but since we are trying to buy a house and apply for a mortgage I thought it best to clear up some of this card 's {$12000.00} balance. In my haste, intending to pay the card {$3200.00} I keyed in {$32000.00}. An alert hit my XXXX XXXX XXXX account on the morning XX/XX/XXXX that my account was overdrawn by {$640.00}. It seemed impossible as I have XXXX in the account. 
I logged in and saw the error and immediately called XXXX XXXX  XXXX. They stated they could not really do anything because the payment was " In Process '' but should be rejected because there was a negative balance in my account. I explained the neg balance was caused by this ELECTRONIC payment being sent to Capital One. XXXX XXXX XXXX XXXXXXXX said to call back on the very slim chance that it is not rejected but It may take 1 or 2 business days to see the funds back in the account. 
I was assured again by a team member at XXXX and the bill pay department that it would be rejected, Not entirely confident in the answer I called Capital One - XXXX in XXXX said they could not yet see the payment but would note the account. XXXX was polite and concerned but wasn't sure what to do in this instance and called her supervisor who said to call back tomorrow IF it settles and they will address it. 
IT SETTLED - and I had a {$19000.00} credit in my account on XX/XX/XXXX with other bills pending to be paid in my account. 
I called XXXX and again explained the problem now that the payment was not rejected and was settled at Capital One. 
XXXX from XXXX bill pay dept called Capital One and the team member XXXX could see the payment in the account and was willing to assist. Just as she was getting my routing information we were disconnected. 
We called back and spoke to I BELIEVE XXXX had XXXX interest in assisting us and said that they would cut me a check in XXXX - XXXX billing cycles. 
XXXX and I both said that's impossible. She was quite abrupt stating that is how it works. I said NO it does not. It was an electronic payment the money has already been settled. She would not pass me to a supervisor or another team member. We'd have to call the Specialty Dept tomorrow but that is the same resolution they will give. I said I have a large savings account with Capital One, can they please transfer the funds there if it would be easier and I would get it back into my XXXX account? XXXX just kept saying, " That is not how this works. '' We hung up and XXXX at XXXX couldn't help me further. 
I have to pay my mother 's quarterly taxes from that XXXX account and now it had {$3000.00} that I pulled from my saving account to cover a few payments. 
I called Capital one again and spoke with XXXX who was willing to assist. She said that they would back out the entire transfer of {$32000.00} within XXXX business days, IF they couldn't they would send a letter stating they will mail a paper check at that time. I asked where would I get these communications and she said in my Capital One banking portal. I said. " Just send me the overage and it will be fine '' she said the specialty Dept felt it would be better to back out the entire transfer. That was on the evening of XX/XX/XXXX AS OF TODAY - XX/XX/XXXX. 
The funds have not been returned. 
They remain on the Capital One credit card with a negative balance of $ XXXX. 
Capital One has not contacted me by phone or letter or portal message. 
I had to move {$29000.00} to my XXXX checking account from a high-interest saving account, IRONICALLY at Capital One, in order to cover my bill payments and my mother 's taxes until whenever this money is returned.

Company response to consumer: Closed with explanation