Consumer complaint received 2025-06-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year>, my credit card payment was due. The statement balance was {$390.00}. The current balance was {$440.00}. I went into the account to make a payment for the current balance, {$440.00}. A few hours later, I checked my account and I saw that they processed the automatic payment of {$390.00} and the payment I already made which was {$440.00}. The credit limit on the card is {$600.00}. I immediately contacted Capital One and the customer service representative stated there was nothing that she could do because the payments were already in process. She also stated my account was on AutoPay. At that time I asked her to remove the AutoPay. She said the only thing they could offer was a statement credit. I told her that was theft because my credit limit was only {$600.00} and that the company is receiving extra money over my credit limit that I did not spend, therefore I wanted them to initiate a refund. She told me they could not initiate a refund. I hung up the phone and contacted my bank to do a stop payment for both payments and paid the stop payment fee of {$70.00}. I did this to avoid an overdraft of my account. 

On XX/XX/year>, I saw that both payments still went through and that my bank account was overdrawn by {$440.00} and when I logged into my Capital One account that I had a credit showing - {$390.00}. I contacted Capital One again and let them know I wanted the information to make a formal complaint as a customer. The customer service representative asked if I was offered a credit limit increase or a refund for the overpayment and I said no, the customer service representative specifically told me there was nothing Capital One could offer me except a statement credit. At that time the customer service representative asked if the company could mail me a paper check and I said yes. She stated that the check should arrive within XXXX business days. She asked if I still wanted the information to file a formal complaint and I said no. 

On XX/XX/year>, I saw a debit reversal for both {$440.00} and {$390.00}. I then checked my Capital One account and I saw the issuance of the refund check for {$390.00} and then I saw that my credit limit was for {$600.00}. Please note, on XX/XX/year> my Capital One account did not have a negative balance. 

Then yesterday, I received notification of my credit card statement with a balance of {$940.00}, no available credit, and a {$25.00} late fee. Please note the statement was prepared on XX/XX/year> and not sent out to me until yesterday, XX/XX/year>. I again contacted Capital One to try to figure out how to resolve the issue, how this would be reported to the credit bureau, when it would be reported to the credit bureau, if they issued a stop payment for the refund check, and contact information again to make a formal complaint. The customer service representative kept reading from a script, which at that point I asked to be escalated up to a supervisor. I was then forwarded to someone in the Escalations Department. She stated to bring my account current, I just needed to pay {$25.00}. I said that makes no sense because the account is- {$940.00}. I said you all are about to report to the credit bureaus that the card is maxed out even though I am trying to resolve the balance. She then told me they do not report to the credit bureaus until XXXX business days after the cycle date. I asked what is the cycle date for this month, she said XX/XX/year>. I said that means you all plan on reporting to the credit bureau either tomorrow XX/XX/year> or XX/XX/year>. She said they have not reported anything yet and that the last time they reported was XX/XX/year>. She then stated that there was no stop payment on the check and that once I receive it I should be able to deposit it. While on the phone with her I made the payment in the Capital One app for {$940.00}. I also asked her to notate as a complaint that the database has a fatal flaw because while on AutoPay, I should not be able to make a payment that is more than the difference between my statement balance and my current balance. I reiterated to the supervisor that this already happened once this year. She stated that she entered the notes into my account and that she was entering the information I gave her about the database into a separate system. 

Today, I checked my account and the payment processed out of my bank account. However, when I log into the system, it is saying that I have used {$36.00} and that I have no available credit. I contacted Capital One again, the customer service representative proceeded to read from a script. I again asked to be transferred to a supervisor. I asked the supervisor what exactly was going to be reported to the credit bureau. She said what was on the statement. I asked which is what. She refused to tell me what was on my statement until I asked her a third time. I then asked her to transfer me to her supervisor. She said her supervisor does not take calls, they just handle paperwork and administrative duties. I asked her to transfer me to the department that reports directly to the credit bureau, she told me no. She also said, they are holding my payment until XX/XX/year> and no credit will be available until then. I again asked her to speak to her supervisor and she told me no. I asked her for the contact information to make a formal complaint and she said a formal complaint could only be made through her. I said she was lying because I was told yesterday I could be provided with an address. She said there was no formal complaint address. I said if she didnt know the answer to place me on hold to find out. She said there is no contact information. I told her yesterday the representative told me there was an address. I told her that not only is she declining me my right to speak with someone above her, but that she is also declining my right as a consumer to access information to make a complaint. She then proceeded to speak fast so I would not be able to write down the address for general correspondence and I asked her to slow down so that I could get the correct address. 

As of today, the refund check has not arrived. I have {$0.00} available credit and they are about to report negative and incorrect information to the credit bureau even though I resolved the issue. Please note, since XXXX my payments have NEVER been late and I have always paid the current balance by every due date. I have not had any rollover balances.

Company response to consumer: Closed with monetary relief