Consumer complaint received 2022-09-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
I'm contacting you before I contact Capital One because I strongly suspect that this issue does not only affect me. It also involves the transfer of an account between XXXX banks, so it's not clear to me which entity caused the original problem that led to the overcharges. 

I have had an XXXXbranded credit card through XXXX Bank XXXX XXXX early XXXX. We paid off the balance on this card every month. In XXXX, XXXX transferred their branded credit card program to Capital One. 

We did not receive a statement for the period covering the transition from about XX/XX/XXXX to XX/XX/XXXX. 

Instead, we just received a bill with a late fee and interest charges dated XX/XX/XXXX that claims we missed a payment on XX/XX/XXXX, when we never got a statement showing an amount due on that date, or any statement showing any activity in XXXX when we last used the card, and made a payment on it. 

Here is a chronology : XXXX XXXX : We were notified of this change of banks. We were assured throughout this transition that there would be ample time to make payments and not to worry if we didn't receive new cards or statements right away, as it could take into XXXX for all the accounts to finish transferring. We were told that we needed to make sure we had all of the statements we needed from XXXX Bank because we'd lose access to them after the transfer. 

Late XXXX : We paid the Last Statement Balance of {$3400.00} for the statement from XXXX Bank dated XX/XX/XXXX. Our checking account shows that this payment was withdrawn on XX/XX/XXXX, the due date for the payment. 

XXXX XXXX : The accounts were transferred from XX/XX/XXXX - XXXX with an effective date of XX/XX/XXXX. 

At some point after we made our last payment to XXXX Bank, the XXXX Credit Card disappeared from our online XXXX Bank account. We don't check every day so can't get more precise than that. 

We were not sent a closing statement from XXXX Bank. We were also not sent a new statement from Capital One covering this time period. 

Because the card was in transition and we weren't getting statements yet, we did not use the card at all in the month of XXXX ( except for a {$3.00} autopay that I didn't realize was tied to that account ). 

Late XXXX : I still had not receive a statement in XXXX showing that our final XXXX payment had been credited, or any new charges I had made from either XXXX Bank or Capital One. I never received an itemized statement of the charges and payments in XXXX from either bank. 

I checked the web site for the transition, and they just said we would receive new cards in XXXX and that the transition might take a little time. They also invited us to set up a new online account for Capital One. 

But our intention was to pay off the balance in full, and then just stop using the card, as the terms offered were not as favorable as they were under XXXX Bank. We did not want to create an online account for a bank we had no intention of using after making this last payment. 

I had the funds available to pay off the balance in full when it would have been due at the end of XXXX, and that was my intention. 

XXXX XXXX : The day after XXXX XXXX, I wrote to my business attorney to ask him if I should be concerned about the lack of a statement about a week ago, and he told me to give it a little more time. 

Today, I received my first statement -- for XXXX. It even had a " Guide to Your New Statement '' cover sheet, which I've included in the attached file. 

This statement does not have the missing transactions or the payment we made in late XXXX. It only has a balance forward. 

It also has a {$29.00} late fee and over {$200.00} of interest on it. 

I have no way to verify that the charges included in this balance are all indeed my charges or check for unauthorized use of the card from the time my statement closed on XX/XX/2022 and the date of the new statement, which covers the time from XX/XX/XXXX- XX/XX/XXXX. I have no record that my payment on XX/XX/XXXX was credited properly against this account. 

Finally, all of our mail goes to a secure XXXX XXXX XXXX that gets checked regularly whether we are in town or not, and we have not had any other expected mail go missing. We have received other mail from Capital One related to this account transfer so we know they have our correct mailing address.

Company response to consumer: Closed with monetary relief