Consumer complaint received 2021-02-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
There are two complaints with this ticket regarding unwarranted interest charges Complaint 1 : Full balance payment was made XX/XX/XXXX with a Capital One rep. The payment never went through and I was charged ~XXXX interest on XX/XX/XXXX. No notice was provided. I was blocked from using online account. No statement, notices, emails were provided prior to XX/XX/XXXX. The Capital One employee already had my bank account info in their file, but still somehow managed to mess up the payment order. I should not be charged for the mistake of capital one employee. 

Chronological Order of Event 1 : Call was made XXXX XXXX XX/XX/XXXX. 
1a : Three topics were discussed. Online payment issue ( it wont let me pay online ), Requested my original terms and condition, paying off my total balance. 
1b : After discussion on the first 2 topics, payment was made with the representative, since they were not able to fix the online payment solution. Phone record show phone call ending on XXXX XXXX  2 : Another call was made XXXX XXXX XX/XX/XXXX 2a : This time was with an automated message to confirm that payment cleared and the new balance should be XXXX. The automated message was audio recorded to confirm XXXX balance 3 : Noticed no balance was withdrawn and called to XXXX XXXX XX/XX/XXXX to investigate 3a : They noted that they were not able to withdraw the funds because the account number was incorrect.

3c : They also noted that they already had my bank account information on file ( which was used for automatic payments so far ) and they would've used that one. I mentioned this shouldn't be my fault given the bank 's mistake.

3d : They noted that a letter was drafted to be sent out on XX/XX/XXXX and that notice was provided of payment Issue. XX/XX/XXXX was when new interest and fees were charged. 
3e : I was escalated to a manager and she claimed that I've called 5 times on XX/XX/XXXX and I must have used automated payment service on the 3rd to 5th call. 
3f : Her claim was that I've used the automated payment service and entered the wrong account 3g : My phone call shows two calls were made. No evidence of 3rd/4th/5th call. 
3h : Their record shows payment was made at XXXXXXXX XXXX The phone call record shows that the call with the agent lasted to XXXXXXXX XXXX 

General Note : 1 : Agents overall gave conflicting information and records throughout the call and forbade me from recording the call. 
2 : Overall quality of the agents seemed to be poorly trained as they had to take time to figure out how to process simple requests and questions.

Complaint 2 : Provided False info that Promo 0 % would not expire on XXXX and changed terms so that 20 months 0 % promo would expire in 16 months 1 : My previous note indicates I should have 20 months 0 % interest charge 1a : I called the bank previously to confirm and they assured me that 0 % should be in effect in XXXX. 

2 : At the same time, they disabled my online access. I've called numerous times to fix the issue, but Capital One gave me runarounds. Having me submit documents, etc, and later telling me that they were not able to help me. 

2a : On XX/XX/XXXX, I've found that the bank expired promo 0 % interest in XXXX and already charged me interest for that month. I've called XXXX XXXX. 

2b : Bank noted at first that 0 % promotion was only 12 months. They later corrected and said it was 16 months. I mention to them it was 20 months when I signed on.

( it seems very common that the bank employees would have incorrect info and conflicting information, but would decline to fix the issue ) Overall it seems very clear that the bank is acting in bad faith as they are determined to refuse any claim before even getting the correct details. 

After they disabled my online access, they have not sent any statements, emails, or balance info, making things more difficult in general.

Company response to consumer: Closed with monetary relief