Consumer complaint received 2016-01-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I opened up my card in XXXX, XXXX ; had no issues. However, in XXXX, XXXX I had made a payment of XXXX which was charged twice to my account. I had gone to the bank thinking it was an error on their end, showed them my payment confirmation, however, was advised that the payment was pulled twice from Capital One. At the time, it was not a big deal because I did n't lose the money, as it just made a payment of XXXX to my account. Then the next month, I made a payment of XXXX, which again was charged twice. I went back in to the bank and they advised that XXXX payments were pulled. Again, the money went back on to the account and I could just use my credit card instead so I did not dispute it and just left it alone. 
The huge problem came on XXXX/XXXX/XXXX when a payment of XXXX and a payment of XXXX were cleared through my bank, however, were not showing as paid out through Capital One. I contacted Capital One " Customer Service '' at XXXX and spoke with a sweet rep who had advised that the XXXX payment had been cleared, however, the XXXX payment had a hold on it and had to be cleared by the bank. I had advised the rep that I was outside of the store now and asked if I should wait there or if this would take a long time and I should leave, she stated that she just needed to contact my bank, get the clearance then she would release the payment and would be able to use it in about XXXX minutes. She places me on a XXXX way call to my bank, and we spoke with XXXX at my bank who was able to verify my information and then verify the payment of XXXX. We hung up with XXXX and the Cap One rep placed me on hold to release the XXXX payment. The rep got back on the phone and had advised that she was having issues and needed to place me on hold and transfer me to a specialist that would help me. 
I was placed on hold over XXXX minutes and transferred to a new rep who had no idea what was going on. I again went through the entire story and the rep stated that she can not release the payment as the XXXX payment needed to be verified. I asked for a supervisor and the rep transferred me to a supervisor named XXXX. XXXX repeated everything that was already said to me and I had advised him that the first rep I spoke to already took care of this, and had spoke with XXXX to verify the payment. XXXX stated that there were no notes of this ever happening, I asked him to get the first rep I spoke with as she would have the notes or at least be able to tell him that this was verified. XXXX proceeded to repeat the informaiton that he had stated, and I asked if he had heard anything I had said, and he said he already told me there were no notes on there and that he cant release the payment until then. I told him that I have been on the phone over an hour and its now passed XXXX and my bank is closed and asked what I am supposed to do because my bank account was almost emptied due to the payment, and as the payment is not cleared through Cap One, I have no money on my credit card, so cant get groceries and nothing is open on Monday because its a holiday. He stated " I do n't know what to tell you, cause it was n't verified '' I said " Yes it was verified, back when the bank was open and when I first called at XXXX. '' I had advised him as well that I can send him the info to show that the payment already cleared my bank since he can not reach out to verify that the bank was called. Which he said no to and said, he does n't know what to tell me. I stated " I have XXXX kids at home and no groceries now, what am I supposed to do for 3 days? He said " Welp, do n't know what to tell you, I cant see that this was done. I ended up closing my card, and asked for a refund, as I overpaid on my credit card and he then proceeded to say my refund will be sent in XXXX pay cycles! TWO MONTHS!! He was so rude and was a sorry excuse for a supervisor.

Company response to consumer: Closed with explanation