Consumer complaint received 2022-12-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX XXXX XXXX I scheduled a payment to capital one credit. It was after XXXX  because I was traveling to go to a funeral the next day. The app said the payment would post the next day. I called in the next day because they had a late charge on the account. They took it off and assured me that the payment would be taken out by XXXX  that day. 

XX/XX/2022 I receive an email saying that the payment was unable to process. Then another after email saying it was processed. I look in my capital one banking account to see what happened. It said a payment was made to carshield ( my warranty company ). I was confused as to how they were able to take funds that I allocated to the credit card and who actually got the payment. 

I wait until the next day ( XXXX XXXX to see what the system says. It says I have available credit of XXXX. So I'm thinking the payment went through as scheduled. So I use the card. It goes through. I use it again to get gas. It goes through. 

On XX/XX/XXXX I look at my account balance. It should've been XXXX. It was XXXX. I call and I was told that the payment didn't go through. Ok so I ask to escalate the situation to find out why the payment didn't go through as scheduled. The supervisor told me that there was no payment from XXXX and that the payment from XXXX wasn't received. I told him that's false and that it was a payment from XX/XX/XXXX that we're talking about. He insisted that what he was saying was the truth and that it took a month for the payment to return. He tried to go back in my record to see what was going on and I explained to him that the double charged me on my first month because I made the payment before the due date. I was also charged on the due date because I had auto pay on. He tried to say I disputed the payment with my bank which is capital one. So my first month they double charged me {$97.00} for their " system '' auto pay takes out money whether or not you have a XXXX balance. 
Then they don't give you your money back instantly. You have to wait 7 days. 

So after that supervisor was no help. I go on the app today and see another {$13.00} charge for " interest : purchases ''. So I call up again. Same thing. This time they acknowledged the XX/XX/XXXX payment unable to be processed and it was returned. This time they said " the system took the payment and did not process the return until the XXXX. '' So their system made an error and allowed me to process an extra {$100.00} in charges on the XXXX. That's not what I was told yesterday. 

I told the rep thank you for the clarity and that I would like to escalate the situation to see if they can take off the interest due to the situation. The rep escalated the situation and the supervisor got on the call. I let the supervisor know that im aware of the mistake the system made allowing me to make an extra charge. Im willing to pay what i charged just not the interest. She tried the same tactic of going back on the history of the account to divert from the current issue. I then explain the situation again and ask what can they do to help me in this current situation being that it was their systems fault and nothing in my control. She says nothing. I ask why can't she take off the interest payment and she blamed the system and it's decision not to waive the interest. I said the system made the mistake and I have to pay for it with no reason why. She said yes.

There are a couple of issues here. The two main issues I have are with the bank and the credit card company. I spoke to both sides about this. It's happened before on the banking side as well. If I'm making a payment to the credit card or anyone and that payment was confirmed with the funds in the account. Why is anyone able to access those allocated funds?

Issue # 2 The credit card company 's system made a mistake in timing of taking their funds. Then as they made that mistake they allowed me to go over my secured credit limit without me knowing. Then penalize me for their mistake?

I never said I wouldn't pay it as I'm working to fix and build my credit. I'm not able to afford to pay for a systems errors.

This almost feels like I was forced in a situation to pay interest on my money.

The first incident where I was double charged, I needed that money and wasn't able to access it for three days. These small things impact someone who is trying to do what they have to because these companies are allowed to push their mistakes onto the consumer and charge them more for it. I have other issues but want to see how this works out first. Hopefully a resolve can come from this.

Company response to consumer: Closed with monetary relief