Consumer complaint received 2023-07-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XX/XX/XXXX I entered a payment of {$130.00} to my XXXX credit card ( handled by XXXX Bank ) through my Capital One checking ( XXXX ) bill pay service. The payment was sent electronically, funds withdrawn on XX/XX/XXXX and processed on XX/XX/XXXX. 
XX/XX/XXXX I received a XXXX credit card statement showing no payment was made. I took a screen shot of the bill pay confirmation and sent it to XXXX on their website portal. XXXX responded that they would look into it. 
XX/XX/XXXX I received another XXXX credit card statement showing no payment and more late fees added. I realized the account number on my billpay and on my XXXX account did not match. I had received a new card in XXXX and did not realize the account number also changed. I called XXXXXXXX  and the rep told me that in the investigation they would find my account with the old account number and it would be reconciled. 
XX/XX/XXXX I received a request from XXXXXXXX to ask my bank to trace the payment and provide them with the electronic transmittal inquiry form, which I did. 
XX/XX/XXXX Capital One card investigations emailed me the proof of payment including the electronic payment trace number. They also included in the email that the payment was accepted by XXXX and not rejected. I sent the email and proof of payment form to XXXX 
XX/XX/XXXX XXXX sent a letter saying they were unable to verify their bank received the funds for the paymnet and for me to contact Capital One. I contacted Capital One and they so the proof of payment is evidence that the money was sent so there was nothing more they can do. 
XX/XX/XXXX I filed a complaint with CFPB against XXXX Bank for not recording my payment. 
XX/XX/XXXX XXXX bank mailed a letter saying the mailing address on the billpay was incorrect. I called Capital One regarding this address error and they confirmed since the payment was sent electronically the mailing address was not used and did not affect the transfer of funds. I asked that they put this in writing, but they said they were not able to do that. They said the money was sent to XXXX and XXXX did receive it and keep it and that was confirmed in their investigation. 
I have since filed complaints against XXXX with CFPB ( again, this time noting the incorrect physical address did not affect the electronic transfer to them ), the XXXX  Attorney General 's office, and the FDIC. XXXX only responds with " our decision remains unchanged ''. 
I have banked with Capital One for years and have never had any issues, but I don't know who to believe in this situation. I tried to rectify my errors, but the address error Capital One told me didn't matter and the account number error XXXX told me didn't matter. The funds were taken from my account, but since then there is no record of them. I don't know how an electronic transfer trace isn't enough evidence, but this makes me question using Capital One or any bank because a vendor can just say they never received it. XXXX now has my balance at {$130.00} + fees totally well over {$400.00} and my credit score has dropped due to this banking error.

Company response to consumer: Closed with explanation