Consumer complaint received 2023-10-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I called Capital One on Thursday, XX/XX/2023 to discuss making my full balance payment of {$330.00}. I always make my payments with my XXXX  debit card that ends in ( I am aware I need to keep that information hidden ), and that information is saved in my mobile app, as well as my online portal. I noticed, the only option was for me to make payments via ACH/ checking or savings routing. As I never make ANY of my bill payments in that manner, I called and spoke with a representative ( XXXX XXXX XXXX XXXX ). He said this week, Capital One has changed the way payments are made to credit card accounts because the company has had issues with other customers monies being returned. As I do NOT like ACH options, I feel as though they take DAYS from pulling- I always pay with my debit so the funds can immediately come out, and be applied. The payment was made over the phone with the representative, and was successful. As this payment was made BEFORE XXXX, I was told my available balance would be my normal {$300.00} credit by today, Friday, XX/XX/2023. As I am heading to work ( XXXX XXXX  ), I gave Capital One a call, when I was THEN notified - THIS morning, that my funds would NOT be available until NEXT XXXX, XX/XX/2023. That is HIGHLY disrespectful to me as a customer, as I paid my FULL balance BEFORE the due date of XX/XX/2023. I am highly frustrated with Capital One- because if I OWED money, I would be hounded. My funds were taken immediately out of my other debit account because the funds were AVAILABLE, and posted immediately. This is a huge inconvenience, as I have to pay my remaining balance of my rent owed. Telling me " unfortunately, the funds won't be available to use until XX/XX/2023 '' does NOT work for me. It is highly rude to NOT let your customers know that a payment IS posted, but I am NOT allowed to utilize my MY credit for OVER 12 days because of some new rule/stipulation that was NOT notified to ANY customers. I was NEVER emailed, called and texted about ANY of these changes. My payments have been posting SUCCESSFULLY from my XXXX debit account ever since I switched over to them earlier this year. I work very hard to pay my bills- I am always working, and make sure I pay before deadlines for due dates if I am able too. If I would have known my money would be held captive, I would've paid the MINIMUM balance due of {$25.00} on XX/XX/2023. As I do NOT like have balances, I did what I thought was right- and now I feel slighted, discriminated against and I am highly offended. I will always remember how this has affected my morning. I do NOT bother anyone. I mind my business, I go to work, and I stay to myself. If I would have NEVER called to inquire, I would've had to file a fraud alert as any other time Capital one FLOODS me with bull about cashback deals, and things that do NOT matter. IF I had OWED, I would have been hounded. It is very upsetting, and also not fair. I have to call my other bills to arrange plans with them to make later payments. I WILL never, ever again pay my bills in full to Capital One. I do not care about my credit score any longer. I am over it. I will call my bank and attempt to get my money back.

Company response to consumer: Closed with explanation