Consumer complaint received 2023-11-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
ON XX/XX/XXXX, I WITHDREW XXXX FROM A BUSINESS ACCOUNT ( XXXX XXXX ) TO PAY OUTSTANDING CAPITALONE XXXX AND VENTURE CREDIT CARD BILLS... I LEFT THE XXXX XXXX AND WENT STRAIGHT TO THE CAPITALONE BANK LOCATION @ XXXX XXXX XXXX, XXXX NJ... 

I ARRIVED @ APPROXIMATELY XXXX ... AT APPROXIMATELY XXXX, A TELLER ( " XXXX '' ) TOOK MY C/C PAYMENT ( WHICH CONSISTED OF TWO SEPARATE CONNECTONE ENVELOPES THAT WERE DIFFERENTIATED BY THE DOLLAR AMOUNTS : XXXX AND XXXX - TOTALING XXXX )... 

HANDED TELLER THE ENVELOPES AND LET HER PROCESS THE PAYMENT ... I ALLOWED TELLER TO PUT XXXX ON THE XXXX CARD AND THE REST TO THE VENTURE CARD ... I WAS DISTRACTED BECAUSE I HAD A BUSINESS MEETING AND WHEN I FINISHED THE TELLER HANDED ME MY RECEIPTS... 

I WAS PAYING OFF THE FOLLOWING OUTSTANDING AMOUNTS : XXXX : XXXX ( XXXX WAS PAID ) VENTURE : XXXX, XXXX, XXXX, XXXX, XXXX = XXXX ( TOTAL AMOUNT THAT SHOULD HAVE BEEN APPLIED XXXX ) I THEN LEFT THE BANK... LATER, IN THAT SAME WEEK, I CHECKED MY VENTURE C/C BALANCE ON MY PHONE AND SAW THAT AN OUTSTANDING AMOUNT OF XXXX ( XXXX XXXX ) WAS STILL OUTSTANDING ON MY VENTURE CREDIT CARD BALANCE... 

I THEN LOOKED AT MY PAYMENT RECEIPTS FOR XX/XX/XXXX AND ASCERTAINED THAT ONLY XXXX WAS APPLIED TO THE VENTURE  C/C OUTSTANDING BALANCE OF XXXX ON XX/XX/XXXX, I WENT TO THE BANK LOCATION @ XXXX XXXX XXXX XXXX NJ AND XXXX ABOUT THE OUTSTANDING BALANCE ... I INTIMATED THAT THE PAYMENT APPLIED WAS NOT WAS GIVEN THE TELLER... 

I ASKED TO SPEAK TO THE BRANCH MANAGER AND WAS TOLD THE MANAGER WAS NOT IN THE BRANCH... 

THIS WAS SUSPICIOUS TO ME... I THEN RELAYED THE ABOVE PAYMENT INFORMATION TO THE TELLER THAT ASSISTED ME... 

HE ALLEGED THAT HE HAD CONTACTED THE BRANCH MANAGER AND THAT THE AMOUNT OF XXXX AND THE XXXX ( TOTALING XXXX ) WAS THE AMOUNTS GIVEN TO THE TELLER... 

AS FAR AS I COULD ASCERTAIN, THIS WAS INCORRECT ( NO MONIES WERE IN THE PAYMENT ENVELOPES WHEN THEY WERE RETURNED FROM THE TELLER AND NO MONIES WERE LOST OR MISAPPROPRIATED ON MY END ) I THEN INSISTED THAT FURTHER PROOF WOULD BE NEEDED TO VERIFY THE VERACITY OF THE BANK 'S CLAIM ... THE TELLER THEN SAID THAT HE WOULD NEED MANAGEMENT APPROVAL TO VIEW VIDEO OF THE TRANSACTION AND TOOK MY CONTACT INFORMATION FOR A LATER FOLLOW-UP... 

WHICH NEVER OCCURRED... 

ON XX/XX/XXXX ( A WEEK LATER AND AFTER NO FURTHER CONTACT FROM THE BANK ) I WENT BACK TO THE BRANCH AND AGAIN ASKED TO SPEAK TO A MANAGER... AGAIN, I WAS TOLD A MANAGER WAS " UNAVAILABLE '' ... 

THIS WAS NOW VERY SUSPICIOUS BEHAVIOR BY THE BANK AND YET ANOTHER TELLER ( " XXXX ''? ) TOOK THE EXACT SAME INFORMATION THAT I HAD GIVEN TO THE PREVIOUS TELLER ON XX/XX/XXXX ... I THEN REALIZED THE BANK WAS NOT TAKING MY SCENARIO SERIOUSLY AND TOLD THEM THIS HAD TO BE ESCALATED ... THE TELLER INTIMATED THAT SHE WOULD CONTACT SOMEONE ... AFTER 20 MINUTES, THE TELLER INTIMATES THAT, AGAIN, SOMEONE WOULD CONTACT ME WITH A STATUS ... AS OF THE TIME OF THIS WRITING, NO ONE FROM CAP ONE HAS ATTEMPTED TO PROVIDE ANY EVIDENCE XXXX WAY OR THE OTHER REGARDING THE STATUS OF MY XX/XX/XXXX OR XX/XX/XXXX INQUIRIES.. 

ON XX/XX/XXXX, I CONTACTED CAPITAL ONE 'S DISPUTE RESOLUTION GROUP AND ALLEGEDLY A ESCALATED PROCEDURE HAS BEEN INITIATED... 

THERE IS AUDIO AVAILABLE TO VERIFY THE XX/XX/XXXX AND XX/XX/XXXX INTERACTIONS... 

UNFORTUNATELY, I DO NOT TRUST CAPITAL ONE 'S BUSINESS INTEGRITY AND DECIDED TO FILE A COMPLAINT AGAINST THEM VIA THE CFPB IN ORDER TO HAVE A " CHECKS AND BALANCES '' SCENARIO BECAUSE EITHER THEY ARE PROTECTING A TELLER THAT MISAPPLIED MY PAYMENTS OR MISAPPROPRIATED MY PAYMENTS... IF I AM AT FAULT ( WHICH IS DOUBTFUL ), I NEED TO SEE DIGITAL PROOF AND VERIFIABLE OFFICIAL DOCUMENTS THAT CONFIRMS WHAT ACTUALLY HAPPENED... 

HAVING BEEN IN THE TECHNICAL SUPPORT FIELD FOR MANY YEARS, I AM HOPING CAPITAL ONE BANK IS NOT STALLING SO THAT ALL VIDEO EVIDENCE IS OBLITERATED THROUGH AN OVERWRITE " PROCEDURE '' ... 

MY GUT IS TELLING ME THIS IS WHAT THEY WILL CLAIM IN ORDER TO AVOID CULPABILITY IN THIS MATTER... 

IN RETROSPECT, I LOOKED AT SOME OF THE XXXX REVIEWS FOR THIS BRANCH AND THE XXXXXXXX XXXX XXXXXXXX ( XXXX XXXX XXXX XXXX ) AND HAVE COME TO THE CONCLUSION MY NEGATIVE INTERACTIONS ARE PART OF A CONTINUAL PATTERN OF INDIFFERENCE AGAINST THEIR CUSTOMERS... 


-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I NEED DIGITAL and DOCUMENTARY EVIDENCE THAT INDICATES WHAT EXACTLY HAPPENED TO THE AMOUNT THAT SHOULD HAVE BEEN APPLIED TO THE VENTURE C/C PAYMENT ON XX/XX/XXXX ( XXXX AND XXXX TOTAL = XXXX ) IF THERE IS A DISCREPANCY, I WANT THE AMOUNT REIMBURSED TO MY ACCOUNT...

Company response to consumer: Closed with explanation