Consumer complaint received 2015-08-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card
Issue: Other

Complaint:
I originally had a Orchard Bank Credit Card, it was bought out by Capital One. I made payments through my XXXX Bank bill pay. Once I received notification my acct had been purchased by Capital One, I changed the account number and billing address through my XXXX Bank bill pay. I have paid this account off and closed it in XXXX XXXX. Capital One is claiming they never received a total of XXXX payments starting in XXXX XXXX XXXX XXXX. Despite my efforts of sending the proof of payments with tracer numbers they requested, via fax, email, mail and a XXXX conversation between XXXX Bank, Capital One and myself ; Capital One either claims they never received my proof of payments or the information is n't sufficient. Through all of the conversations I have had with a Capital One representatives, aside from Capital One claiming the never received the proof of payments, or the information they did receive was n't good enough, I have been told either my payments have posted to an " unclaimed payment account '', or my payments have been sent to XXXX Bank, or they were unable to trace my payments because the payments were even dollar amounts. I have spent numerous hours on this matter and always end up with nothing being resolved, it is having an impact on my credit report and purchasing a house. It is clear and simple I have made these XXXX payments, I have printed proof with tracer numbers from XXXX Bank and verbal proof from XXXX Bank that in fact Capital One negotiated all XXXX of these payments. I am not sure what else to do, please help or advise me what I can do. 

On XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX, I sent a payment through XXXX Bank bill pay each in different amounts, later to see on my Capital One statement they did not receive the payment. I called Capital One and they credited my acct in the amount of the payment as a courtesy, until I sent proof from my XXXX bank acct the payment had been sent and cleared my XXXX account. Each month Capital One claimed the information I sent as proof was n't good enough, or they did n't receive the proof of payments or they gave me the run around with what might have happened to my payments. For each payment they claimed they did n't receive I sent the exact proof they requested. This remained a revolving unsettled issue, so In XXXX XXXX, I called Capital One to get the payoff amount ( minus the disputed payments I had already paid and sent proof of payment ) I paid the payoff amount that was given to me by the Capital One representative and I closed my account. 

Just as recently as today ( XXXX/XXXX/XXXX ) I called Capital One to see the status of the most recent information I uploaded and emailed via the link Capital One provided to me. I was told by XXXX XXXX Account Supervisor, in the payment investigations department, that the proof of payment received for the XXXX XXXX, XXXX payment was able to be traced with the information I provided, but the other payments were not able to be traced. This does not make any sense considering the proof of payments I sent contained all the same information as the XXXX XXXX XXXX proof of payment. After she told me this newest information I questioned why the other payments could not be traced, she put me on hold for over 25 minutes and then I was disconnected by fault of Capital One. 

Please advise me on what to do next to resolve this issue.

Company response to consumer: Closed with monetary relief