Consumer complaint received 2019-08-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
SUMMARY : Actions by Capital One caused me to lose out on a XXXX XXXX offer of a 0 % interest, {$0.00} fee roll over in the amount of {$2600.00}. The XXXX offer would have been good until the end of XXXX. Capital One listed the check of {$2600.00} from XXXX as received on XX/XX/XXXX but as of XX/XX/XXXX had not cashed the check. Because Capital One delayed in cashing the check, XXXX issued a stop payment and by that time the roll over offered had expired. Further, Capital One employees offered conflicting explanations with no answers as to why Capital One did not cash the check from XXXX XXXX in a timely fashion. I want Capital One to make good some sort of 0 % interest, {$0.00} fee offer similar to the one I lost out on from XXXX XXXX. 
DETAILS : On XX/XX/XXXX, I applied for a 0 %, {$0.00} fee balance transfer offer from XXXX XXXX. I applied to roll over a balance of {$2600.00} from my Capital One credit card. 
XX/XX/XXXX online at my Capital One credit card account and there was a note on the account that a check/payment of {$2600.00} had been in process '' since XX/XX/XXXX ( 20 days ). I have a screen shot of my account on this date that includes the note with dates. 
XX/XX/XXXX at XXXX p.m. I called Capital One and spoke with XXXX. After about 45 minutes on hold, XXXX said : 1 ) Capital One saw the pending payment, but ; 2 ) did not know why payment had not been released to my account ; 3 ) the payment may have been made to another account, and ; 4 ) She would call me back. At XXXX XXXX, XXXX called back and said my account was being credited with the {$2600.00} while Capital One researched the matter. 
XX/XX/XXXX, I received a letter from Capital One stating that XXXX XXXX issued a stop payment on the roll over check. I called XXXX, and they told me that the roll over was stopped because the check had not been cashed by Capital One within the XXXX time frame. 
XX/XX/XXXX, I looked at my Capital One online account. I saw the credit to my account on XX/XX/XXXX for {$2600.00} along with an interest adjustment. Subsequently, on XX/XX/XXXX, Capital One took the credit back and placed a charge on my account for {$2600.00}, THEN A SECOND CHARGE for the same amount on XX/XX/XXXX. I was also charged interest on these dates. 
The initial XX/XX/XXXX credit has now been charged twice, once on XX/XX/XXXX and again on XX/XX/XXXX. 
XX/XX/XXXX, XXXX XXXX, I called Capital One and spoke with a manager named XXXX. First, he lectured me and said that Capital One would never have held on to a check for 20 days ( XX/XX/XXXX to XXXX ). Paraphrasing, he said, we are in the business of cashing checks, not holding onto them. XXXX also told me that Capital One should not have credited my account and should never have researched the problem on XX/XX/XXXX, and that XXXX should not have told me well, I am not clear on what XXXX should not have told me. Then, he started going over my account line by line and the call dropped, or he hung up. I wait a few minutes, but he did not call me back. 
XX/XX/XXXX, I call AGAIN at XXXX XXXX and end up with a manager named XXXX. We were on the phone until XXXX XXXX. The summary is that XXXX could not explain why I had one credit for {$2600.00} and two charges for {$2600.00}, along with interest charges. He told me there were no other supervisors for me to speak to. Further, XXXX informed me that he himself did not report to a supervisor. He explained that I have to take his word for it that the account was accurate, or, I could call back and speak with someone else. Of course, he had no explanation for why Capital One sat on a check for 20 days and caused me to lose out on a 0 % balance transfer that would have been good for about a year and a half.

Company response to consumer: Closed with explanation