Consumer complaint received 2019-10-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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 made a payment of {$640.00} using my XXXX XXXX payment on XX/XX/2019. XXXX XXXX for some reason denied the payment although the funds were available. After noticing the payment was returned on the Capital One App, I called Capital One Credit Card to inquire on how can I make a payment that immediately make the funds available. Call was made on XX/XX/2019 at approximately XXXX XXXX. I was told by the customer representative to make a XXXX XXXX or XXXX XXXX  payment. Once payment was made call with a reference number and the funds would be available right away. The representative provided me with the XXXX XXXX information of Routing number XXXX and informed to include cc #, for XXXX XXXX use CapOne-VA with CC #. I complied and went to our grocery story to make a XXXX XXXX payment of {$550.00} at XXXX XXXX   on XX/XX/2019. I called approximately XXXX XXXX and after for the funds to be released. The funds were finally released and accessible by XXXX XXXX  XXXX at approximately XXXX XXXX. I was able to renew my rental agreement once the funds were available. 

XX/XX/2019 at approximately XXXX XXXX  I made an attempt to purchase flight tickets for me and my son. The website informed the credit card was invalid. I called Capital One Credit Card at approximately XXXX XXXX to inquire on why the card was invalid. I was informed that my payment was past due and the funds wasn't available. I explained the day prior I made a payment. I want to speak to a supervisor, as this is ridiculous. I was transferred to another department. The woman in that department informed me she spoke with her manager. The manager informed that the cycle had renewed and I was {$4.00} past due. I informed her of the {$550.00} payment made the day before. Therefore, the {$4.00} was paid and then some. The women informed her manager stated he could release the funds if I made the {$4.00} payment with a debit card. I needed the funds available and so made the requested {$4.00} payment. The woman placed me on hold to contact the department to release the funds. She returned only to tell me that due to the delinquency, and 4 returned payment they could not release the payment. I argued that those 4 returned payments should not be considered when I made a XXXX XXXX  payment as instructed the day prior. Those were guaranteed funds. The money should have never been placed on hold again. I requested to speak with a manager. At approximately XXXX XXXX  I was transferred to XXXX Capital Collections Sr Manager. Who stated again due to the new cycle, delinquency and 4 returned payments they were not able to release the funds. I informed XXXX that this information should have been provided the day prior. I could have kept the money in the account and purchased the ticket. I only placed on the card as I was informed the funds would be readily available. XXXX informed they were that day, but the cycle changed. I requested to speak to management over him. I was informed he was the last resort no call can not go any further. XXXX informed he will turn in the complaint, but no other person I can speak too.

Company response to consumer: Closed with explanation