Consumer complaint received 2015-10-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card
Issue: Balance transfer

Complaint:
I paid payments into my Capital One credit card from a few banks, since I made a huge over payment it is Capital One policy to mail the customer a check in the difference of the over payment, Today XXXX XXXX, 2015 it has now been 11 days since they received the payment and they are refusing to mail me the check. On XXXX XXXX, I was on the phone with them for XXXX hours, in total I have been on the phone with them for about XXXX hours in the past 11 days, I went into a Capital One branch on XXXX XXXX because they were not advancing my case, the girl told me that sh would call me on Monday and she did n't, I have spoken to over XXXX people at Capital One and most of them are the highest possible managers and bosses at the fraud department and they refuse to release the funds to me, they owe me {$21000.00} of my own money that they refuse to give back to me, they coerced me into letting them call XXXX to make sure that the transaction was n't fraudulent and that the funds would not bounce the funds that went from my XXXX into Capital One as a payment, all the managers and fraud bosses do is laugh at me, they constantly lie almost everything they told me has been a lie. on Tuesday XXXX XXXX, I made an appointment for their fraud specialists to call me their policy is a guarantee of 1 to 2 days at most to be contacted, on Thursday XXXX XXXX, they did n't call me so I spoke to a top fraud Manager at Capital One and they promised me that I would be contacted on that day, I told her that she is lying to me and that they would never call me, she assured me I would get a phone call, I never did, Friday came along 3 days later and no phone call, I spoke to them again and all they did was put me on hold for a long time and then hang up the phone on me, I called XXXX and has a supervisor on XXXX way to convince them that the funds are not fraudulent, they put me and XXXX on hold for XXXX minutes and never got back to me. On Friday the XXXX I called them up and after explaining the same thing over and over for the past 11 days I told them to jot down a call back number just in case we get disconnected the guy refused, he then put me on hold to explain it to his manager, after XXXX minutes on hold they hung up on me. There is an over payment of {$21.00} in my Capital One Platinum card and they refuse to mail me a check in that amount, one of their top fraud managers lied to me and told me that she would not allow that to happen, she should be fired, an employee can not change company policy that was written and determined by top Capital One officials and lawyers, they ca n't go against company policy just because " they do n't like something '', they could dislike something as much as they want, but they ca n't refuse to do company policy, they ca n't refuse to pay a customer back with his own money just because they do n't like it, the payment from my XXXX account into my Capital One account was not fraudulent and that has been proven because I proved it over the phone and in person at a Capital One branch, XXXX told them that the funds would never bounce because the funds cleared and were there, the funds are in my Capital One account and they locked and restricted my account, top Capital One managers, MANY of them have all lied to me over and over, lying about company policy, about refusing to pay me back my negative balance because of an over payment and they suggested that I spend nearly {$22000.00} as a way to get my money back, how insane is that, even if I wanted to I could n't because they locked me out of my account when nothing fraudulent has taken place.

Company response to consumer: Closed with explanation