Consumer complaint received 2020-06-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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 XX/XX/XXXX, I made a payment in the amount of {$1000.00} to Capital One from my XXXX  XXXX XXXX checking account. The payment showed as received in my account statement. After 5 days, on XX/XX/XXXX, in violation of Consumer Finance Protection Regulations, the payment still had not been reflected in my available credit balance. Capital One 's website states that in some cases clearance may take longer but they can be contacted to make the available credit show on your account so this is what I did. I spoke with an employee ( Employee ID # : XXXX ) who indicated that they would be able to contact XXXX  to confirm the funds and make the balance available on my account, which they did. 

On XX/XX/XXXX, I made another payment to Capital One in the amount of {$1200.00}, through their own payment system. As of XX/XX/XXXX, the funds had been removed from my XXXX  XXXX XXXX checking account and showed as having been received by Capital One in my account statement. However, the available credit had not changed. I again contacted Capital One to inquire as to why the payment was not being reflected in my available credit. I spoke with an initial agent ( ID # XXXX ) who told me that it was no longer their policy to contact banks in order to confirm the funds. I was told that all my deposits have been placed on a seven-day hold and was given no explanation or articulable reason as to why the funds were being held for a longer period other than " Its because of the Corona Virus. '' I asked, as per their own policy presented on their website, could they, as had been done on XX/XX/XXXX contact the bank to confirm the funds, and was told no. I then asked to be elevated to a supervisor. I then spoke with Senior Account Supervisor XXXX ( ID # XXXX ). After I informed this person about what was going on and what a representative had previously done, he then told me that he would not do what the employee on XX/XX/XXXX had done. He said that Capital One had a right to hold the account 7 days. He refused to state whether the money had been received by capital one, and stated that the only way to confirm that would be for him to contact XXXX  XXXX XXXX. I asked him to do this, and he refused. He stated that it was impossible for him to do what the previous representative had done in order to release the funds, but when I asked him why, he again refused to answer. I asked him if he was aware that arbitrarily holding the funds for 7 days violated the law, and he stated that only was concerned with Capital One policy. Throughout this entire call, at no point would he answer my question as to why there had been a change in practice over the last 7 days. 

Finally after growing frustrated with his lack of candor and unresponsiveness, I asked XXXX whether he had a supervisor. He stated that he did. I asked to speak to his supervisor, however he refused to elevate the call. I asked him why and he said that he was the highest level a customer was allowed to speak with. I let him know that I had no other questions and informed him that I would be filing a complaint. I then ended the call. 

This is not the first issue I have had with Capital One, in the past, without my permission, they have enrolled me in autopay. At no point did I authorize this nor would I ever have. I contacted them to let them know and they refused to reverse any charges, stating that they had no control over the charges.I had to file a complaint with my own bank to stop them from continuing to autocharge my account.

Company response to consumer: Closed with explanation