Consumer complaint received 2025-08-26 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: IL

Complaint narrative:
Last XXXX { XXXX  } i received an email telling me i had an invoice with XXXX XXXX. There was a name and phone number on the email. I called it, it looked legitimate. I was directed to a link that he told me would reverse the charge. everything looked good and we completed our conversation and hung up. A week or so later I get a phone call telling me our monthly payment was late. I called the billing dept as i had access to the cashed check. I started looking at a few things and found that there were some transactions I didnt make. I called the creditor and told them what had happened. The person i spoke to said there was a payment overdue. Again I had paid the bill. This anonymous person had removed my payment. the creditor said they needed the statement from this account where the money went .. I told them i did not make that transaction and the account was not familiar to me XXXXI got the last four of the alleged account which I believe was 6051. the bank i have been dealing with is Capital One,. they restricted all of my credit accounts with them. They says the accounts will not be closed until I provided a copy of the fake bank account ending in XXXX believe they told me the name of phony bank, It was XXXX XXXX XXXX XXXX XXXX I called several times and spoke to an account manager on who said the same thing. I kept making payments and, in the meantime, we were doing refi on our house and paying off debt. all the checks were sent to my spouse and I and were made out each creditor for a specific amount.everything was fine and then I looked at the accounts in Question.. I had paid off 2 accounts with the check from the mortgage company. I spoke with XXXX manager of fraud dept. she said there was nothing I could do.Until I sent the copy of the fake account we were at a standstill. I asked her to escalate my payment issue to her manager.She said he wouldcall within 5 business days. She gave me a claim number. XXXX called XXXX weeks later. told me the same thing everyone told me at capital one. the issue is i sent in a check for XXXX from XXXX mortgage. The XXXX cards I was paying off XXXX the amount owed was XXXX. The XXXX card XXXX with a balance of XXXX. I mailed the check for both accounts with each pay coupon for the accounts. next month, XXXX, XXXX I look at my account and the account ending in XXXX for was paid to the other account that ended in XXXX which left that account with a balance of XXXX. I wrote a note expaining where the money was to be applied, it was simple to understand. I called again and spoke to XXXX who is the fraud protection mgr .. he said they cant accept 1 check to pay 2 bills.I did not know this. no one cslled and I was told again thry couldnt do anything. but where uis the XXXX they paid to the wrong account? i was even advised at one poi nt to keep making the minmum payment til I send them a copy of the fake account which I do not have. so the account ending in XXXX is late charging me and no they are reporting to the credit bureau. I have copies of atatements cheks and so fourth if you need it. please help I did everything i was supposed to closed current bank account and opened a new one. had our computer cleaned and I dont now what to do. Thank you. XXXX XXXX

Company response to consumer: Closed with explanation