Consumer complaint received 2020-05-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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, my name is XXXX XXXX. I have two accounts with the institution of Capital One. One is a personal and the other is a credit card account which I use for various things. 

On XX/XX/2020 sent {$100.00} from through XXXX using my credit card. The transaction went through without a problem. 

I then wanted to make a transaction for a {$1000.00} and I tried several times without success. I then got so frustrated I called Capital One Credit Card services I spoke with a representative by the name of " XXXX '' who told me that the reason it probably wasn't going thru was because Capital One doesn't allow their customers to do transactions DIRECTLY from their personal accounts she advised me to ALWAYS use a debit or cc in that way it would ensure my safety. 

I then took her advice and kept on trying to send money thru XXXX using my debit card on XX/XX/2020 on the XXXX site it kept coming up as apiError.account.deposit. 

I was besides myself when I called into Capital One. I wanted to know if I was AGAIN being blocked from sending my own money. As soon as I began speaking with the representative I SPECIFICALLY explained the problem I was having, she then asked to put me on hold. When the rep came back she reiterated something totally DIFFERENT than what I had told her in the first place then she acted as if it was the FIRST time she heard of the problem with XXXX. At this point in time I was also VERY IRATE because I had charges PENDING for SIX DAYS!!! 

The charges on XX/XX/2020 @ the time was {$550.00} she then couldn't give me a VALID explanation as to WHY I couldn't pay my bill at that time OR why they had my cc bill accumulating so much charges at one time. I then DEMANDED to know WHEN account was going to be UNPENDING so I can PAY MY BILL! 

She ASSURED me that I would have NO PROBLEM paying my bill the next day which was XX/XX/2020 I then asked the young lady " is Capital One blocking me from doing this XXXX transaction Yes or No? '' she said " No '' I then ended the call and tried the transaction again using the same debit card ending in XXXX. 

It DID NOT go thru. 

I then called XXXX and as me and the agent tried to do the transaction together I entered all the info I was supposed to when a warning came up and SAID " this card is UNAUTHORIZED to be used '' the XXXX rep advised me to use ANOTHER card I told him that would NOT be necessary as I saw what this young lady did was a RETALIATION using her POSITION @ CAPITAL ONE. 

The next day I went into my account to make my cc payment. 
There were NO OTHER CHARGES but the ones I made at that time. I scheduled my cc payment sometime in the afternoon of XX/XX/2020. 

On XX/XX/2020 which is today I went unto my cc statement online and saw that I was charged an " ADVANCE CASH FEE '' in the amount of {$10.00}. 

I then looked up the definition of a " CASH ADVANCE FEE '' by a cc institution. 

Cash Advance Fee : Is a charge that a credit card issuer charges a customer for " ACCESSING CASH CREDIT LINE '' on his/her account. Either thru an ATM, a CONVENIENCE CHECK or @ a TELLER 'S WINDOW. 

I would like to know WHEN I did ANY of these things or had a CONVERSATION that had ANYTHING to do with a CASH ADVANCE on XX/XX/2020 for that is WHEN I was CHARGED for this ALLEGED transaction. 

I would like CAPITAL ONE to tell me WHICH BANK, WHAT TIME, and I would also like to see a COPY OF THE RECEIPT I signed at the time of this so called CASH ADVANCE for {$10.00}. 

As I previously STATED I went into my account on XX/XX/2020 and this charge WAS NOT THERE!! 

Please tell me how this charge got on my account and most IMPORTANTLY ... ..WHY?! 

I think this was a BIASED attempt TARGETED at my person.

I will go further with this if I have no resolution. This is WRONG on so many levels.

This type of behaviour is UNPROFESSIONAL and has no business in a corporate workplace such as when it comes to dealing with people 's FINANCES. 

Especially in these sensitive times. 

For an individual to use his/her position to RETALIATE against a customer is UNACCEPTABLE. 

I would really appreciate a speedy conclusion to this matter. 
Thank You Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief