Consumer complaint received 2019-11-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
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:
Capital One dba Cabela 's / XXXX XXXX Account closed XXXX 2019.Subsequent monthly payments toward interest posted by AutoPay in time. 
Full payoff posted early XX/XX/2019 -- {$3500.00} Internal Case ID : XXXX Call recording ID request REFUSED with " not allowed to me '', the debtor -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- New mailed statement received XX/XX/2019 shows posted payment IN FULL XXXX XXXX, 2019. 
Interest assessed on zero  balance posted {$55.00} ( 20 % on FULL BALANCE {$3500.00} ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - At or about XXXX hrs XX/XX/2019 : contact to call center Agent XXXX ( female ) -- named after Grandmother XXXX XXXX ( established for personalization ) I requested the procedures for FILING A DISPUTE. XXXX appeared to understand. XXXX asked to confer and placed my inbound call on HOLD. Minutes passed. XXXX returned to express regret she was unable to waive the posted interest fees, adding that " RESIDUAL INTEREST '' compounded. When asked what was the billing cycle for assessing interest, XXXX hesitantly described XX/XX/XXXX - XX/XX/XXXX. 
I politely reminded XXXX the purpose of this interaction, and embellished my request for filing dispute, with a request to speak with the floor supervisor. 
XXXX Warm transfer within a minute to supervisor XXXX ( agent ID : XXXX ). 
XXXX began by educating me in Financial contracts, even speaking in terms as if to a child. I was able to explain my career in Financial services, then Information technology with years designing and troubleshooting call centers. XXXX was asked to file for me a dispute This faithful Capital One frontline soldier then proceeded to lie about state & federal law regulating financial services, then refused to file the dispute I requested. When Arbitration was uttered, XXXX went into a scripted scare tirade. 
Finally, XXXX divulged the XXXX ID : XXXX post-multiple pleas. 
Knowing " barge-in '' capability exists, with Interactive Intelligence monitoring voice emotion, I asked XXXX to request another representative - from the CRM ( customer relationship management ) listeners to interject before XXXX perjured herself but XXXX refused. Finally, a single instruction was offered for filing a complaint but would not agree to transfer the existing call or embellish the procedure. 
XXXX went so far as denying posting interest charges as a TRANSACTION. When describing financial concepts, such as line item credits and debits as transactions, XXXX educated me with Capital One training policy where transactions are NOT transactions. She added NO DISPUTE process exists, She further added her financial institution has the final say. I compelled XXXX to agree or disagree Arbitration was feasible and she defiantly declared Capital One does NOT participate! 
-- -- -- -- -- -- -- -- -- -- -- -- -- - Although I did express interest in having this residual interest waived that XXXX agreed was appropriate, this was not the nature of the inbound call for assistance. 
** I am to make my complaint online ( this account is closed and severely limits activity, even simple updates like change of address AND the process of opening an investigation : a dispute ). 
Next steps : speak with or write Executive Complaints to open dialogue. 
File complaints with FCRA, Colorado XXXX XXXX District Attorney - FRAUD and Consumer Reports -- XXXX XXXX on behalf of my spouse XXXX XXXX - both co-creditors responsible for this account with Capital One. 
Thank You. Home : XXXX

Company response to consumer: Closed with monetary relief