Consumer complaint received 2021-01-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have had continuing payments on a closed account with Capital One, formerly Walmarts credit card for approximately 2 years. All payments are made timely, and my payment history reflects minimum payments paid. On XX/XX/XXXX21 via Capital Ones automated payment recorder, I paid {$28.00} minimum payment, confirmation code XXXX. This payment was made at approximately XXXX XXXX. PST. My monthly payments are due on the XXXX. A copy of Capital Ones statement for payment due by XX/XX/XXXX21 is attached. I had to do battle with the automatic recorder repeating several times what I had already said. It was an excruciating experience to get that payment through to conclusion. 

On XX/XX/XXXX21 I checked my XXXX statement on line and noted the following : " Processing ACH HOLD CAPITAL ONE PHONE PYMT ON XX/XX/XXXX STATUS P - {$940.00}. I was aghast. 

I immediately contacted Capital One, and the CR suggested after what I told her about my {$28.00} minimum payment with the confirmation code, to get in touch with XXXX as there was nothing they could do. They could not stop payment, and to contact the XXXX. 

I contacted the XXXX and was informed that they could not stop ACH payment processing. I do not know if that is true or not. Undoubtedly inquiring of another rep would have resulted in another answer. That has been my experience with CRs. He suggested ( XXXX ) that I contact Capital One again. 

I did contact Capital One again and asked for a U.S. CR. I spoke with XXXX from XXXX, AZ. US reps are more knowledgeable and able to provide quick results and certainly have a better grasp of the situation at hand and how to bring it to a mutual resolution. 

XXXX was a good listener and after I concluded my brief conversation with her, she indicated she was going to speak with her supervisor to approve an emergency reversal of {$940.00}. Her supervisor was having none of it. Her resolution was for me to pay an additional two months payments in order to get the reversal. I am not being punished by Capital One for what is obviously an error that a kindergartner could see. That is what you do to late payers, etc. This is not the case at all! 

I inquired of XXXX if Capital One would deduct the {$28.00} from the {$940.00} and return the balance to me. The answer was no. 

I understand from XXXX conversation with the supervisor, although the supervisor did not listen to the telephonic recorder she saw that I pressed the key to make a payment of the entire balance! I would like to contact my telephone carrier to see if they have a way to get into what I pressed and how many times the recording said, I didnt understand that, press 1 or 2, etc. etc. or lets try that again. 

XXXX also advised me that she had numerous complaints from customers about the automated payment recorder last week. That fits right into my circumstances. 

Capital One : Please provide me the information on how your auto payment recorder is maintained, where is it maintained, how often, what are the chief complaints from your customers, how often do you get these complaints, how long does it take to repair the malfunctions? Since my experience on the XXXX comports with other customers of a week ago, I am very interested in your providing the answers.

Company response to consumer: Closed with explanation