Consumer complaint received 2025-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
Recently, in XX/XX/XXXX, I missed the payment deadline for my Capital One XXXX branded for Cabela 's Club. On my XXXX XXXX the information detailing the interest charges identified a balance of over {$400.00} from purchases made at XXXX XXXX XXXX however, I have not made a purchase from either of those stores in over a year. 
Prior XXXX my XXXX statement I have paid off the balance each month in full going back XXXX XX/XX/XXXX. 
Each statement from XX/XX/XXXX XXXX XX/XX/XXXX identifies that the balance has been paid in full XXXX that there is no balance subject XXXX XXXXnterest. 
Each statement from XX/XX/XXXX to XX/XX/XXXX includes summary statements from the card holder agreement identifying that " we will not charge you interest on any new transactions posted XXXX the purchase Segment of your Account if you paid the total balance across all Segments of your Account in full by the due date on your Statement each month. '' On my XXXX Statement Capital One indicated that I have a new balance of over {$400.00} from purchases made at XXXX XXXX XXXX subject XXXX interest. THIS IS AN ERROR. 
XXXX. This violates the card holder agreement indicating that Capital One will not charge interest on purchases when the balance is paid in full. 
XXXX. Each month in XXXX the balance was paid in full and no transactions were eligible XXXX be charged interest. 

XXXX. There was no purchase made at XXXX XXXXXXXX XXXX  within the last 12 months that the Capital One Senior Account Supervisor, XXXX, could identify that would qualify as eligible for interest. 
XXXX. Capital one Senior Account Supervisor, XXXX, did communicate that she found a transaction from XXXX that was eligible for the promotional interest rate XXXX  that transaction is why I'm being changed interest in XXXX. 
XXXX. Based on the information Capital One XXXX XXXX XXXX provided the XXXX transaction had been paid off years ago. 
XXXX. For every month in XXXX I carried no balance XXXX had no balance subject to interest. 
XXXX. I communicated XXXX Capital One XXXX XXXX XXXX charging interest on a balance that was paid off violates the card holder agreement. 
XXXX. Capital One XXXX XXXX XXXX insisted that Capital One did not incorrectly calculate or create a balance that did not exist. 
XXXX. I asked Capital One XXXX XXXX XXXX to explain how that balance existed in XXXX but not in the years prior, she stated that the interest was correctly calculated. 

XXXX. I advised that I am extremely concerned that Capital One does not maintain adequate controls over the calculation of interest XXXX does not have controls XXXX validate the accuracy of the interest it charges XXXX  customers. 
XXXX. Capital One relies on a third-party to calculate interest. 
XXXX. Almost on a monthly basis the Capital One Card Operations team investigates incorrect interest calculations performed by their third-party and works XXXX  refund those incorrect interest charges to customers. 
XXXX. The third-party Capital One uses to calculate interest does not disclose to Capital One how they calculate interest on individual credit accounts. They do not provide specific information on the logical programming they rely on to ensure accurate calculations. 
XXXX. It is known within Capital One 's Card Operations teams, Risk Department, and XXXX group that Capital One does not review or attempt to recalculate specific account interest charges for accuracy. Rather Capital One 's Card Operations teams rely on estimates calculated internally and by their external Auditor to evaluate the " reasonableness '' of interest charges but is unable to exactly replicate a group of individual cardholder 's actual interest charges. 
XXXX. As a result, there are numerous customers incorrectly charged interest which Capital One indicates in the Cardholder agreement it is the customer 's responsibility to review their monthly statements XXXX dispute any inaccurate charges. If a customer does not dispute Capital One assumes there are no issues. 

XXXX. Capital One XXXX XXXX XXXX stated that based on her research I made a purchase in XXXX XXXX despite paying off the balance in the years prior, the balance I am not being charged interest originated from XXXX. 
XXXX. Capital One XXXX XXXX XXXX refused to escalate my concern XXXX a Unit Manager or someone above her. 
XXXX. Capital One XXXX XXXX XXXX stated I am unable XXXX dispute interest charges. 
XXXX. Capital One Senior Supervisor XXXX stated my dispute will be sent XXXX the appropriate team within Capital One, but I will not receive a call back or indication of resolution.

Company response to consumer: Closed with explanation