Consumer complaint received 2026-01-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
On XX/XX/XXXX, I paid my CapitalOne credit in full in the amount of {$3200.00} which was 4 days before the due date. However, I paid it on an old account that had been closed. 

On XX/XX/XXXX, I called Capital One requesting them to apply that payment to my active account instead. I spoke with XXXX XXXX agent ID XXXX ) and then Supervisor XXXX. XXXX informed me that they need to open an investigation case to confirm the payment I made on XX/XX/XXXX, and provided me a case number ending in XXXX. XXXX and XXXX both instructed me to obtain an EFT report from my bank, which I did, and to upload it to the case for documentation. In addition, they informed me no late fees and no interest would be accrued during this time and " not to worry. '' They were not able to tell me how long the investigation would take, but that is would be resolved shortly. 

On XX/XX/XXXX, I discovered that my credit card has been disabled for non-payment. I immediately called Capital One and spoke with XXXX who was extremely rude. She informed me that they never received my initial EFT report, and that they closed the initial case ( XXXX ) and opened a new one today ( ending in XXXX ). When I asked why they did not receive my EFT report, she could not provide an explanation. While on the phone with her, I uploaded the EFT report a second time, in which she confirmed she could see in the new case. Then, she informed me that my payment of {$3200.00} was retuned to my bank, but could not provide me an explanation as to why. I kept asking for them to fix the issue promptly, given that they already have my payment and simply need to apply it to the active account, and to restore my account, but she refused to so do. She insisted the investigation continue which can take up to 7-10 business days. I told her that was unacceptable, as I need the credit card to payments now. Again, I asked for explanations on things and for a resolution, but she refused to help me, and abruptly ended the call WITHOUT my permission. This is not the first time Capital One CSRs have done this. They are extremely rude, condescending, talk over me, refuse to answer my questions, and do not accept any responsibility for their poor service. I am appalled and shocked by how I was treated. 

On XX/XX/XXXX, I called my bank to inquire about the returned payment of {$3200.00} and they confirmed they do not see a reflection of that return nor a future schedule of the returned funds. WHERE DID MY MONEY GO, CAPITAL ONE?!?!? 

Capital One made an error in closing the initial investigation case ( XXXX ), which resulted in my payment being returned to me ( and my bank was NOT able to verify a return! ) As a result, my account is in " Past Due '' status with interested charged ( which I was promised by XXXX and XXXX there would not be ) and credit cards that are inactive and won't work. There is also {$3200.00} missing which left my bank, and is with Capital One, and was not returned. 

I am attaching a copy of my EFT report from my bank, as well as confirmation that Capital One has received the EFT report via their online portal.

Company response to consumer: Closed with monetary relief