Consumer complaint received 2017-10-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Capital One has linked two accounts together. I can provide the last four digits of the account numbers later in the proper area of this submission.

I have made 10 ( ten ) payments to these two account, ( 5 each ), and Capital One has received them, and 4 to 5 days later rejected them. My accounts used are valid and I have full and sole authority to use the has received payment from my bank account, as I have provided documentation to Capital One in that regard, with no response or confirmation of receiving such documents.

Again, I will provide ( attach ) the documentation sent to Capital One in this regard in the proper area of this submission, along with a letter I included in the fascimile submission. Each time I made a payment to each account, a confirmation number was given, to which I can provide all 10 numbers, which the first time, the available credit was increased back to the account 's beginning balance, in this case for the first account {$500.00}, and for the second account, {$300.00}. And I used some of this credit due to knowing the accounts have been fully paid off and my available credit was restored.

However, approximately three to four days later, the payment showed " returned ''. And subsequently, the balances went back to where they were before I made the payment ( s ). I then made three more payments, to which after approximately four days were again " returned ''. I soon after sent a notice of audit of ACH reversal codes via fax, with absolutely no response.

I then made one more payment to each account, and waited three business days to make sure the payments processed. Upon initially making this payment, I again received confirmation numbers for each account. I then called Capital One and spoke with their payments investigatory, fraud, or the equivalent, spoke with a representative named XXXX ( XXXX ). I called specifically to make sure the payments were processed and the accounts were paid off in full. 

XXXX assured me they were paid off. Capital One recorded the call and I am also demanding a copy of that dictaphone recording of our telephone conversation. By this information I was given, I was assured the account was paid off, though closed out. The next day, I checked on the account again, and the payments were again reversed. 

This is unacceptable and Capital One needs to be reported to the proper agency due to their behavior and the way they deliberately ignored my letters and demands to view the return/reversal ACH codes upon payment submissions. They have closed the said accounts, although I still have access to view the accounts online. I have today made payments to the same accounts, again paying them off in full. I am hereby demanding these payments be electronically audited and monitored to inspect Capital One 's process before they get a chance to perform this again. 

I am still perfectly willing to pay off these debts with the account ( s ) previously used. But Capital One needs to accept these payments if they wish to be paid, and not hide the fact these  accounts are legitimate and I have full and sole authority to utilize them. I expect to get full disclosure during this process by which Capital One will be presented this case, as I trust CFPB will provide such transparent disclosure.

Company response to consumer: Closed with explanation