Consumer complaint received 2021-06-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX I contacted the Capital One credit card department ( XXXX ) to obtain a payoff amount of my credit card XXXX XXXX XX/XX/XXXX XXXX ) for XX/XX/XXXX. The conversation was recorded and there is documentation of the call on my account. 
I requested a payoff amount to close the account. During the conversation, I went over and over again with the woman about the balance to pay off the card. I was told it was basically {$730.00} dollars each time. I asked her to please go line by line, add and subtract each item, which also included a {$1000.00} cash advance that I took. She even gave me a figure for the case advance fee, which was included in the amount three times. Each time she said the payoff was $ XXXX, not {$1700.00}. 
I had earlier that week set up a payment of {$1700.00} to be sent to Capital One believing that was what it would take to pay off the balance and close the account. Since I often pay in chunks at a time, I needed to get the payoff amount. 

If you are allowed to listen to the recorded conversation, you will hear that we went over the payoff amount three times. In the end, the women said she would go over it again and get back to me if there was a change. The phone went dead and I never received a return call. So, I changed the payment to {$750.00} to pay if off and even included a couple extra dollars for any interest that may accumulate before by XX/XX/XXXX payment arrived. 

The next day I checked my account and found that the amount I was told to pay off and close the account was incorrect. If this had been the first time that I have called for a payoff of the card and been given incorrect information, I wouldn't be submitting this complaint. However, this is the third time. These errors have caused an issue with me being able to balance my budget and ARE NOT my mistakes or my probable. Because Capital One has not or can not have competent people that can give accurate information to customers is NOT the customers responsibility and Capital One needs to take responsibility for their employees, not just through training by financially. 

If this had been a conversation that didnt include all the information that was posted or available to me and them, it would be different. However, I was online at the time I went over the payoff with them and the only thing not posted to my account at the time was the cash advance fee and interest on the advance. But, as I indicated above the women gave me an estimated figure to include in the payoff for these two figures. 

I was very explicit and asked her several times to recalculate the information. I've sent two emails and wrote a response to their letter to me already. I feel Capital One needs to be responsible for their payoff amount provided. The conversation was recorded and every time that I spoke with Capital One after was also recorded. I've requested Capital One to take responsibility for their misrepresentation and wipe out the balance and close the account. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation