Consumer complaint received 2015-11-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Delinquent account

Complaint:
I am past due on my credit card due to poverty. I submitted a payment towards my XXXX minimum payment for the XXXX of XXXX for XXXX dollars. By the XXXX, it had not been deducted out of my bank account, so I contacted the credit card company through online chat to cancel it so that I could pay for groceries. I was told that yes, they see the payment " posted '' but they had not deducted it from my bank account. My minimum payment had been XXXX, but the XXXX dollars posted had also not been deducted from the XXXX. So, capital one had neither deducted the money from my bank account yet, nor intended to cancel the payment, nor had they cut my debt by XXXX dollars. The rep said " cancel through your bank, because we ca n't refund it until we actually have it deposited '' and then agreed that, if I cancelled it through my bank, i would pay XXXX dollars today and XXXX by the end of the month. Instead, when I woke up at XXXX today, the credit card company had taken the XXXX dollars and still expected me to pay XXXX more dollars today and XXXX dollars by the end of the month. I can not get my bank to refund it. I tried to contact my bank last night but there reps were unavailable because it was XXXX. My money was not accessible to me, not through my bank or through capital one. Today, I had a rather unpleasant and dismissive chat with a credit card rep who told me that, not only would they not refund the XXXX, but it was now XXXX + XXXX today and XXXX by the end of the month. My credit card debt has still not dropped XXXX dollars, and they refused to give me a refund. They are holding my XXXX dollars hostage until I pay XXXX by the end of the month, at which point " you can feel free to contact us again. '' They would not give me an answer as to the likelihood of ever getting back my XXXX dollars. They kept repeating to get my account current and then we could chat again. They were dismissive and circumnavigated around all my direct questions about consumer laws and written agreements. They said no refunds ... ..however, there 's a small chance we 'll reconsider this once we get paid, and your minimum payment for XXXX is now XXXX not XXXX. I said this was a breach of contract and they said they did n't keep records. So I saved the XXXX page chat and will submit it here, as they did repeat the minimum payment as being XXXX dollars by the XXXX and XXXX by end of XXXX in today 's chat ( the minimum payment was to be for XXXX, XXXX, and late fees, my usual payment is like XXXX dollars ). I found them to be intentionally misleading and too aggressive in their collection tactics. They refused to continue the chat and kept repeating " we can discuss this when you get current with your payments '' and would not answer if I would, for certain, get a refund of my XXXX if I get current by the end of the month ... they also would not answer if they agreed they were breaching our written contract. They ended the conversation and I finally gave up trying to keep them online chatting with me, as they had tried to get off the chat for many minutes. 
The whole chat from today took XXXX minutes and the chat last night took an additional XXXX minutes ... .and they reneged on their written agreement and threatened to ignore me until I pay the XXXX today and XXXX by the end of XXXX. Then they really did ignore me and I was pressured into getting off chat, as they were not responding, but rather just copying and pasting the words " we can discuss this when you get current '' into the chat box.

Company response to consumer: Closed with explanation