Consumer complaint received 2015-05-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
My issue is that, i already have paid all the money that i owed from capital one. The last payment i did was on XXXX/XXXX/2015 for the amount of {$310.00}, and weeks later i logged on to my account with capital one just to make sure that i do n't owe them anything anymore.To my surprise i have an outstanding balance of {$1300.00} and XXXX due on XXXX XXXX so i called customer service and asked the lady why do i still have an outstanding balance? when i already settled the money that i owed you. She said that my account is restricted and under investigation, she asked me to submit some documents and that she will email me a link where i can upload those documents that she mentioned. after a day or XXXX i submitted the documents, then i waited for days then weeks then i got worried because XXXX XXXX is near and i do n't want to pay it until i know what is going on with the investigation and i do n't want to pay the late fee either. So i called and spoke to a man this time and explained that i submitted some documents that the customer service asked me to but never got any response, and i told him that i wo n't pay the amount until i get the result of the investigation he put me on hold for awhile and after awhile he said that he ca n't access my account because it is closed already, and i asked him how about my up and coming payment due? do i have to pay it or just wait? and he said just do n't have to worry about it. So i said ok, then still waited and waited for a call from them but never did received any call then XXXX XXXX came i was really worried that i will really be hit with the late fee and of course i checked after 2 days now i m charged with {$35.00} for the late fee and now asked to pay {$130.00} coming XXXX XXXX, 2015. Still never got any calls from capital one, so i called and explained to them what happened, i was put on hold for a long time and then explained again what had happened to the other person. This person then explained that the reason why i still owe them money is because all the payments that i made did not go through and that the money was returned, and if so why did n't somebody call me or email to inform me that my payments was n't posted or was returned? and what 's even suspicious is that if it has been returned every month why was n't i charged for a late fee? the conversation lasted for at least an hour, and still debating what happened to my account, then i was again passed to another person and explained to me the same thing that my payments were returned. The person then told me that somebody else is taking care or in charge of my account but not working on that day, she then told me that she will let that person call me the following day and i said ok but please do make sure that he/she calls me i just want this to be over. But surprise ... surprise ... .nobody did call me, so i had to call again the day after the person is set to call me, this time the person i spoke with said that she does n't have an answer for me because my account is closed i asked the person what to do? and she said if i want to open a new account i could still do so. It made me realized that nobody really cares about my situation now owe them {$1400.00} i just do n't know what to do, dealing with these people and have my problem resolved is impossible.

Company response to consumer: Closed with monetary relief