Consumer complaint received 2025-05-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
I made a payment to my credit card on XX/XX/XXXX. The payment posted XX/XX/XXXX. It is XX/XX/XXXX and my available balance still hasnt updated. When you submit a payment it says that the payment will reflect within 1-3 days to the account. I have this screenshotted and am happy to provide. I called today on XX/XX/XXXX to ask why my payment wasnt posted and was informed by general customer service then again by a supervisor name XXXX operator ID XXXX that sometimes capital one can decide to hold the payment for up to a week. I explained that I had the consumer agreement nearby and if he could direct me to where it states that. He could not. He stated he would need to call the bank to confirm the payment cleared. I assured him the funds have been removed from my account and that he could call the bank. He asked that I be joined in and that I would have to verify my info while he ( a complete stranger ) listens to me give my full account number routing number and answer my security questions on the line. I explained that he is a stranger and I dont feel comfortable giving him that type of access. Furthermore when the payment was submitted I was assured my payment would post in 1-3 days not be subject to a random 7 day hold. At this point I started to record the conversation on my end. He threatened to end the call. I asked whats the issue? He also recording the conversation. He again threatened to hang up but not before it was admitted that capital one randomly chooses when to hold payments for longer than the given time that is stated when a payment is made. For some reason XXXX brought up that he also has the right to close my account without reason which wasnt even the topic. This came across as threatening as by this time I had informed XXXX that I will be reporting the deceptive practices each time that it occurs to The CFPB and Capital One can deal with it how they seek fit. Im not sure if its illegal to lie to consumers about a payment posting date but this can create huge issues for consumers who trust and rely on the word of their financial institution. Im also not sure if its illegal to request a caller stay on the line and give their Full bank account information to strangers so that a company can confirm that what they see on their end is actually a fact. If the funds have been removed from my checking account I know with absolute certainty the company can see that the funds have cleared and not been returned. Because of this I would like to file a Untruthful and Deceptive Practices complaint against Capital One. I am also willing to speak and give testimony if legal action should be needed. I have written into capital one to request todays call recording as well as the last call recording so that you may be a witness to what has to transpire so that a payment can be released sooner than the randomly selected one week hold that isnt disclosed while making the payment nor is it in the consumer agreement. I ask that this not be swept under a rug as although this was only a {$90.00} payment its plenty to a single mother who repays on the institutions word where she placed her funds. I have now lost out on the opportunity to secure a procedure due to the lie that my funds would be available in 1-3 days.

Company response to consumer: Closed with explanation