Consumer complaint received 2023-06-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
XX/XX/2023 I requested a balance transfer for {$18000.00} from Capital One to be sent directly to XXXX to pay off one credit card. The total available balance on the Capital One at the time was {$20000.00}. 

XX/XX/2023 I had realized that the balance that I had requested was over what was owed on XXXX by {$3100.00}. I called Capital One to speak to an agent about cancelling the transfer with the full intention of requesting four new transfers to consolidate current credit debt. The agent I spoke to stayed on the line while she contacted a supervisor named XXXX to complete the cancellation. I was told that the transfer was still in a pending status since balance transfers typically can take anywhere from 3-5 business days. This matched what I was looking at on my Capital One account as well. At the end of the phone call, I was assured that I could proceed with my request for the new transfers because my current balance on the card was set back to {$0.00}, and my credit available was once again {$20000.00}. This was also reflected on my Capital One app. After the phone call I immediately requested the four new balance transfers. The total amount of the new transfers was {$19000.00}. This was the total amount available for me to transfer due to there also being a 3 % fee on each transfer. The transfer amounts and fees for all of the transfers are as listed. 
XXXX XXXX : ( {$3100.00} ) and ( {$1100.00} ) { These were on two separate cards. } Fees- ( {$95.00} ) and ( {$34.00} ) XXXX : ( {$13000.00} ) Fees- ( {$400.00} ) XXXX XXXX  : ( {$1600.00} ) Fees- ( {$49.00} ) XXXX original transfer : ( {$18000.00} ) Fees- ( {$550.00} ) XX/XX/2023 I looked at my XXXX XXXX and noticed that I had a negative credit balance of {$3100.00}. Looking at the amount paid by Capital One to XXXX it was the original balance transfer that I had been told was cancelled. I immediately called Capital One to figure out what happened. I was on the phone with an agent for almost an hour just to be told that the original transfer of {$18000.00} did not show to be cancelled. I was told that she could see where I had previously called but there was no information as to what was done during the call. I then requested for the four transfers then to be cancelled so that I could ensure that the new transfers did not also process through. The only response I had gotten was that because it was over my credit limit after the original transfer there was no way the other balance transfers could even process, but they were unable to cancel from the stage that they were in. I was told to keep an eye on the accounts to make sure there were no further issues. Later that night I had a conversation with XXXX to refund the {$3100.00} to my account. I was told this could take around 14 days to show to my account. At the point of typing this, I have not yet received that refund. 

XX/XX/2023 The next morning, I checked my XXXX card to see that I now had a negative balance of {$16000.00}. The second transfer of {$13000.00} had now also been paid to my XXXX account. Looking at my XXXX XXXX cards those transfers have been paid as well. According to my Capital One account the XXXX XXXX has been paid, but I have yet to see it on my XXXX XXXX  account. I immediately made another call to capital one, but it ended up disconnecting in the area I was in before anything could be done. I decided to call the next day when I was able to have better service. 

XX/XX/2023 This is where I am looking to reach out to you for assistance. I made a call at XXXX XXXX  to Capital One with the concern that I am now {$19000.00} over my {$20000.00} credit limit. I am also now being charged a 3 % fee on balance transfers that I was told should not have ever even gone through. I have now called two different supervisors to try to resolve the issue. I have only been told that there is nothing they are able to assist me with because I called too late even though this has not been my first phone call to the company within the last week. My Capital One account now is at a balance of {$39000.00} when I only have that {$20000.00} limit. I was not given an answer as to how this could have even gone through their system in the first place. Since the phone calls, all I have done is make another call to XXXX to receive the remaining negative {$13000.00}. I am receiving this money within another 14  days with the full intention of sending it directly back to Capital One. I am at a loss now of how I have gotten charged well over my limit including a fee of {$550.00} on the original {$18000.00} that I had originally worked with Capital One to cancel before it appeared on my XXXX account.

Company response to consumer: Closed with monetary relief