Consumer complaint received 2025-09-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year>, I scheduled an online payment with my mortgage lender, XXXX XXXX to request payment of {$3100.00} for XX/XX/year>. I received a confirmation from XXXX XXXX  that my payment had been successfully scheduled and would likely post on my funding Capital One checking account within XXXX business days after the scheduled payment date is submitted. On XX/XX/year>, at XXXX XXXX, I received an email notification from my Capital One checking account stating that my payroll check had posted to my account and that my available balance was {$3300.00}. Then, I received a second email on XX/XX/year> from Capital One Bank time stamped XXXX p.m. stating that my payment of {$3100.00}, to my mortgage lender, XXXX XXXX  was not paid because " there were insufficient funds '' in my Capital One checking account. I immediately called Capital One Bank to try to straighten this graven mistake! The representative I spoke to from Capital One Bank said that my payroll check had not hit my checking account until XXXX XXXX. on XX/XX/year>. The XXXX XXXX  payment of {$3100.00}, payment tried to process at XXXXXXXX XXXX on XX/XX/year> but was returned unpaid because my Capital One checking out did not have sufficient funds to cover this payment. I told the Capital One Bank representative that that was incorrect and reiterated that there were sufficient funds in my Capital One Bank account since XXXX XXXX, on XX/XX/year> ; and that I have email confirmations and a screen shot of my available balance taken on XX/XX/year> around XXXX p.m. as well as verification on the app that the balance is still reflecting the available balance of {$3300.00}. The Capital One Bank representative said that it was not their fault and that there was nothing they could do about it to process and pay the XXXX payment. She said that all I could do is call XXXX XXXX  lender and have them reprocess the payment again. I plead with the Capital One Bank representative to allow me to speak with a supervisor or someone that I can escalate this very serious issue to, and she reluctantly refused to do so. I called XXXX XXXX  on XX/XX/year>, at XXXX p.m. and spoke to XXXX of their mortgage loan account representatives. He told me that I would have to wait until the payment is rejected on their end and would have to make another payment over the phone now. I asked if he could have the payment reprocessed now in order to avoid duplicate payments posting to the Capital One funding account. He said no as the last payment I made already posted to my mortgage account as of XX/XX/year> and has not yet been returned by Capital One Bank and that I would need to make the payment now with him over the phone. Then, he said he would put me on hold to see how else this could be done and then the call was released by the XXXX representative. I attempted to call back twice and kept on having my calls drop.

Company response to consumer: Closed with explanation