Consumer complaint received 2021-01-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I recently received my Walmart Capital One Card with a {$300.00} Limit on XX/XX/XXXX. I use this card to track my spending. I downloaded the Capital One App to my phone. I pay this card off as soon as the balance gets near my credit limit. But the first time using the Capital One App I tried to set up my payment to pay off the card through Cap One App. Unfortunately my Social Security/Disability Direct Deposit changed deposit dates 3 times for my last payment to me for XXXX, so I changed the payment through Cap One App accordingly. All of my changes were done by me WAY BEFORE A PAYMENT WAS REQUIRED and only by me using their Phone App not talking to a Representative. You have to cancel the first payment you set up to set up the New Payment Date each time which I did. Being New to Capital One and their internal rules ( not listed exactly but in general terms how they may use them in their Credit Card Agreement with the Consumer ). I did pay my first payment on XX/XX/XXXX, but without me knowing it they processed my payment and held any available credit to be used from XXXX XXXX until XX/XX/XXXX. I called in multiple times from XX/XX/XXXX until XX/XX/XXXX. I was told repeatedly that they are holding my available credit because this type of canceling a payment and changing the date on a New Account sends up Red Flags as fraudulent activity. But they said once this first payment was released in my available credit which could take up to 7 to 26 days to clear. My available credit would be changed accordingly. Also they said this would happen each time a set up a payment through their system and canceled it. So I made my notes not to pay through Cap Ones App until I was sure I wanted to process a payment. They also said this would not happen again if I set up a date and never changed it. So by the end of XXXX on XX/XX/XXXX I made a payment through their system and within 3 days the payment and available credit updated correctly. Then by XX/XX/XXXX I made another payment for the full amount of my balance ( XXXX of the month bills ) so I knew I would pay this card off twice or three times this month. But once again Capital One, processed my last payment on the XX/XX/XXXX but held my available credit. This time when I called into their customer service center to talk to a Representative, they referred back to the first time In XX/XX/XXXX that because I had canceled my payment multiple times the first time I used it, once again they would hold this available credit for 8 to 26 days and the Cap One Representative ( a supervisor said this time they would hold it for 26 days ). I asked why this time and not all 3 times since I had not canceled any payment since the 1st payment with them. He said it is well within Capital Ones rights to do so as my paying this card off quickly within the first 60 days shows Fraudulent Activity of Payments. I said What are you talking about I have never once not paid you in full and not once has a payment of mine been processed and returned. So I started to record our phone conversation and made this Cap One Representative aware of it as, he did with me once he started the call. So now Capital One and myself were recording the call. He said he would hang up because Capital One does not allow their calls to be recorded. I said fine, then I do not agree that Capital One can record my phone call either. He said the only way he could talk to me about this problem was for me to stop recording and allow Capital One to continue recording which was protected by the Federal Reserve Board of Regulations. I said no, either we both recorded the calls or neither party records this call, that way both people would be protected against words spoken and a transcript being available of this call, or we could talk without use of any recording. He got furious on the phone and said I am going to hang up and then hung up. So this last payment has cleared my bank and still no available credit as should be. And I was treated like a second class Citizen by this last representative and was told that his Company was Capital One and regardless of who I called or complained to about this. No one could tell Capital One as a Company what to do ... .my name is XXXX XXXX

Company response to consumer: Closed with explanation