Consumer complaint received 2025-12-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI

Complaint narrative:
I received mail from Capital One detailing a leftover credit of " $ XXXX '' ( portion in quotes printed in green ). The same letter also noted that the " Amount Enclosed '' was " $ XXXX  ''. I found the Capital One general customer service phone number and called them immediately ( I initiated the call at XXXXXXXX XXXX EST ). I was connected with a representative who informed me that the call would be recorded, confirmed my identification, and listened as I explained the details of the letter to them, and asked what steps I need to take to receive the balance I'm owed, since at the time of the letter/call I no longer had any accounts with Capital One. They put me on hold for some minutes, and came back to let me know that the credit was somehow paid back in some vague way that implied I wasn't going to receive anything. I stayed on the line with them, trying to understand what clearly was going on that would both send me a letter confirming a credit owed to me, and also a phone call confirming nothing was. They continued to vaguely attempt to let me know the only outcome of me getting this letter was going to be the letter itself, and a couple of times in this line of conversation, letting me know that since I no longer have a credit account with Capital One, they have no way to send me the credits, that, again they tried to confirm to me I was somehow not owed. 
I continued to stay on the line patiently, and asked what was going to happen to the aforementioned XXXX dollar credit, since this call was amounting to no resolution, and why I would get a letter of this nature at all, given that their explanation of the outcome was that I'd get nothing. 
After a few minutes of that general run-around, the representative let me know they would transfer me to a representative who would be better able to help me with my situation, as they could not. I thanked them and stayed on the line for maybe a minute or two on hold. 
The next representative started by letting me know the call was being recorded, then confirmed my identification again, and let me explain what got me to them so far in this phone call. After some legal and/or bureaucratic statements, they let me know I would indeed be receiving a check in the mail for the amount owed, and that there might be an adjustment made to the number. I thanked them for processing the request, and went on to request a written confirmation of what they had just told me verbally, whether it be in the form of an email, or maybe a text. The representative let me know they were verbally assuring me of the transfer and aforementioned check I would receive. This back and forth of me asking for something to help establish a paper trail for credibility 's sake, and the representative only telling me they were verbally assuring me of the check. I asked for a reference number for this phone call that I could write down in the absence of them sending me any written confirmation. The representative put me on hold, and after some minutes, came back and informed me that they were verbally assuring me of the check they were going to send. The request for some kind of reference number went back and forth another few times, with the same non-answer outcome. I went on to ask if there was someone I could be connected to that would be able to provide me with a reference number or a confirmation email or text involving this conversation. I referenced Federal law ( 12 CFR 1026.11 ). 
I was put on hold again for some minutes, and eventually a third representative, I think some kind of supervisor greeted me, let me know the call was being recorded, and confirmed my identification. I made the same request of either an email confirmation, and the employee let me know verbally that I should be assured that they were going to send the check for the owed amount via mail. I then asked that in the absence of a confirmation email or text, and of an applicable reference number, that I receive their operator ID. They complied, and let me know it was " XXXX. '' I thanked the representative for giving me the information, and let them know that for the remainder of the duration of the call, I would also be recording for my own personal record. The representative hung up the phone.

Company response to consumer: Closed with explanation