Consumer complaint received 2016-10-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XXXX/XXXX/2016 I logged into my Capital One Master Card account to look at my balance. On XXXX XXXX I had made a {$320.00} payment thinking that I had paid the card 's balance to {$0.00}. However in checking that balance, I saw that I had a balance and that I was {$25.00} past due. I did n't make a payment because I thought it was XXXX and as we were traveling, there was no need to check it. In finding the past due amount, and expecting to use the card for fuel in a couple days, I immediately contacted XXXX via their secure chat. I chatted with XXXX XXXX. I asked if my card was suspended because of the past due amount of {$25.00}. Mind you that the card has a {$500.00} limit and we always pay much much more than the minimum. In fact the amount on the card is {$87.00} to include the " Past Due Amount ''. XXXX assured me that the card was not suspended. She did point out the " Past Due '' amount and asked if I wanted to pay {$53.00} of the balance? I said that I could n't do it at this point because I only get a VA draft into my account on the XXXX of the month which would n't happen until Tuesday the XXXX of XXXX. She further stated that she take the payment with a draft date by the XXXX of XXXX and that it would allow me to continue to use my card. I stated that would be fine. XXXX stated that I could avoid this in the further by setting up an autopay from my account on file for the minimum amount and that it would automatically draft my account on the day indicated by Capital One Card Services. I said that would be fine but that I had no idea how to do that. She said that she would help me set that up. She was in the process of transferring me to another person to help me set up the autopay when I asked if I needed to still make that {$53.00} on the XXXX of XXXX. She said that it would not because the amount for the autopay draft would be the {$53.00} and that that would reset my card. I said that that would be okay. So she transferred me to XXXX XXXX an Account Specialist, and he started trying to walk me through the process.I had done as he told me and the screen stated " Congratulation '' in setting up the autopay. It stated that the autopay would draft a minimum of {$35.00} on the XXXX of XXXX but that the first draft would be {$53.00}. In italicized lettering it said that in order to create this autopay an initial payment needed to be paid. So, I asked XXXX if I needed to make the {$53.00} payment now or on the XXXX of XXXX to complete the whole process? He stated that I did not need to make that payment and that I had set up the autopay correctly. Again I said that it continues to warn me that I need to make a payment first, so I repeated my concerns. He put me on hold for a little bit, but came back and stated that everything was all set up and I did n't need to make any payment and that the {$53.00} would draft on the XXXX of XXXX. I was satisfied with everything. So on Thursday the XXXX I stopped to get fuel and I used my Capital One Master Card, but it was declined. It was run again and declined the second time.I thought perhaps it was because we were in Tennessee, but thought I had notified XXXX that we were traveling to various states doing XXXX. That was not the problem when I accessed my account. The card was in fact suspended as I learned from Account Specialist XXXX XXXX on the secure chat. She stated that my card was suspended because of the " Past Due '' amount of {$25.00}, but that I could bring it current for {$53.00}. I explained the same thing to her as I am typing right now. All the Who 's, What 's, and How 's. She put me on hold for sometime, but came back and said she read the chat notes and that both XXXX and XXXX were incorrect, and that I needed to pay the {$53.00} now but if I could not then I could instead pay the {$25.00} by XXXX, the card would be active for use the next morning. ( more? )

Company response to consumer: Closed with explanation