Consumer complaint received 2021-11-21
Company: CAPITAL ONE FINANCIAL CORPORATION
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:
I closed my Capital One card account on XXXX XXXX 2021. The account was at {$0.00}. I closed the account because I moved permanently to XXXX ( XXXX, XXXX ) If you check the attached screenshot, on the file properties, you will see it was taken on my computer on XXXX XXXX 2021, the day I closed the account at {$0.00} balance. 
However, on XXXX XXXX 2001, I received an email from Capital One stating I had a late {$25.00} fee. Shocked, I logged onto my old ( closed ) account and saw there was a charge for a total of {$71.00} ( including that late fee I mentioned ) I called Capital One from XXXX, XXXX, on XXXX XXXX at XXXX XXXX XXXX time. I was told to call again in XXXX hours and talk to the dispute department. 

I did that and was on the phone for XXXX hour, XXXX minutes and XXXX seconds ( this was an international call, which will be incredibly expensive ). During that conversation, I was told Capital One was not going to forgive that late fee, nor any other of the charges. Again, they had charged an account after it was closed, which should be illegal. 
This is what Capital One says happened : on XXXX XXXX 2021, I made a purchase at an XXXX store in XXXX ( which appears as XXXX on my account ) and they double-charged me by mistake. I called Capital One and filed a dispute. Capital One reimbursed me {$46.00} ( roughly, XXXX euro ), the extra amount I was wrongly charged by XXXX. I need to specify that Capital One did not inform me, at any time, that XXXX ) the merchant ( XXXX ) was irresponsive and XXXX ) that they might credit me for that extra charge at any time, even months later. 

Capital One says that XXXX did credit me back on XX/XX/XXXX, that is, roughly XXXX months after the double charge happened ( it appears on my online account as a credit of {$46.00} on XX/XX/XXXX ). XXXX never informed me, Capital One never informed me. I did not receive information from any party that I had been reimbursed by XXXX months after the dispute was closed. However, Capital One still charged a non-existing, closed account, not only with {$46.00} dollars, but also, on top of that, with a {$25.00} late fee. How would I have known there even was a charge on a non-exiting, closed account? How can I be made responsible for a late fee, on top of everything? 

I was a Capital One customer for approximately 6 years and never incurred in any late fees, so when I received an email from Capital One on XX/XX/XXXX stating I had a late fee, as stated above, I was utterly shocked and placed an international call immediately ( again, I was told to call again later ) During my second call with the XXXX department, a Capital One representative gave me the above information about a supposed double credit to my account ( of which, again, I was never made aware of ) and told me I was responsible for that payment. The representative also told me that there was no option to remove the {$25.00} late fee that Capital One placed on a non-existing account, months after it had been closed, for a charge they never told me about ( according to the representative, the XXXX credit to my account turned into a charge ) Charging a closed, non-operative, non-existing account should be illegal and looked into by the US Government. I am being forced to pay a total of {$71.00} by means of a direct transfer from my XXXX bank account to Capital One. After XXXX years of being a model customer, I am forced to make a payment for a charge that should be morally illegal, no matter where the credit is coming from. When a customer lacks all the information, they can not be made responsible for potential credits to their account that take place after the account has ceased to exist.

Company response to consumer: Closed with monetary relief