Consumer complaint received 2022-07-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
I have made this complaint for 3 years to CapitalOne, over and over, I will change to another bank, but I am genuinely concerned, given what others have complained about when trying to do just that. This in and of itself, maybe yet another problem. However this is the complaint I have made last night to Capital One until I had a sore throat : COMPLAINTS ABOUT CAPITOL ONE If you want to pay your bill on line, it will show you anything but the bill itself. You'll get a screen that shows ; your Checking account, Savings or XXXX account and then supposedly your CC Bill. However, what it shows Front-and-Center is the total dollar amount as of the day you look at your account. BUT this has nothing to do with the amount that you actually owe during that billing cycle. Without exception, no other utility or bank statement works like that, that I've seen. Most are clear and concise about what you owe for that billing cycle and when its due. Clear and transparent. With Capital One if you actually want to look at your statement to verify charges ( which is always a good thing to do ) good luck with that. It is the most misleading, circuitous nonintuitive mess I've ever seen online. THIS IS NOT TRANSPARENCY IN BANKING. Moreover, if you call for help you'll be talking to someone in the XXXX, they don't know anything about this either, but they will have gathered a lot of sensitive financial information about you. If you speak with someone in the US, unless you speak to a " manager '' they'll just hang up if they don't know the answer. 
It took 3 hours, last night to try to find a quick way to see my statement. It took a few YEARS to finally get my " paperless '' bill to show up ( email ) sooner than 4 days before it was due. Usually this means consulting, my spread sheet and having to login and then see the same misleading nonsense. There is a page that literally says " well how much do you want to pay? But nowhere, does it say, this is what you owe by such and such Date. There is a way of also changing when you get notice of your bill and at the end of the 3 hours, I did finally and for the first time speak to someone who knew how to do this. Nothing should be this hard. Their departments are hazily defined, I really hope the States attorney general looks into this, I don't see how this is even in line with regulatory guidelines. Meaning, the customer should be able to access their bill online in the same fashion you see on a paper bill and /or other sites. One should easily be able to check charges made and know what would satisfy that billing cycle in total.

A Word about outsourcing banking business. Believe me when I tell you that you have no control over what those people are doing with your information. Any laws meant to protect US citizens are virtually impossible to enforce in a foreign country. I have been scammed buy someone overseas working for XXXX XXXX XXXX ( they finally caught it ) after 4 months of XXXX. They took no responsibility, for the nightmare, and most recently XXXX  XXXX, no less, did the same thing. but they also caught them. It happens, and it is happening more often. 
It makes some sense to have a brick and mortar store if you can find one, to balance this out.

Company response to consumer: Closed with explanation