Consumer complaint received 2026-03-25 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: NY

Complaint narrative:
Hi I am filing a complaint regarding a credit card account that I was led to believe was fully resolved and paid off. After a payment issue arose, the bank opened an investigation. I spoke directly with someone from the investigation team, who explained the situation. On XX/XX/XXXX, the account shows a Payment Adjustment of - {$140.00}, which removed the disputed amount from my balance during the investigation. Based on my conversation with the investigation team, I then made payments on XX/XX/XXXX totaling {$73.00} ( {$70.00} + {$3.00} ) to cover the remaining balance. Following those payments, my account reflected a {$0.00} balance. The mobile apps transaction history, when filtered from XX/XX/XXXX onward, showed {$0.00} with the message There are no transactions for this account. Based on that and the explanation I received from the investigation team, I concluded the matter was closed and removed the account from my home screen in the app. I received no indication through the app that anything further was required. On XX/XX/XXXX, I received a letter stating that I owed {$220.00}. This was entirely unexpected, given that my account had shown a {$0.00} balance for months and I had been given no reason to believe anything remained outstanding. I called the bank to understand the charge. Multiple representatives told me that the {$140.00} balance had always been on my account and that my balance was never {$0.00}. I knew this was incorrect and asked to speak to someone on the investigation team for the matter to be investigated further. After speaking with the investigation team she confirmed that I was correct, my account balance did reflect {$0.00} at that time because the investigation had not yet been completed and the {$140.00} had not yet been readjusted. I was also told that a letter was sent in XX/XX/XXXX stating the investigation would be closed and the {$140.00} adjustment would be made. However, even if that letter was mailed, several issues remain. First, my account showed a {$0.00} balance at the time, and I had already spoken with the investigation team and made my payment. I had no reason to expect further action was needed, and any mailed correspondence would not have registered as urgent given the information I had been provided through the app and my prior conversations. Second, my transaction history does not contain any line item showing when or how the {$140.00} was reapplied. The XX/XX/XXXX Payment Adjustment entries are the only transactions involving the {$140.00}, XXXX removing it ( - {$140.00} ) and XXXX adding it back ( + {$140.00} ) on the same date. Despite being told the adjustment was made sometime in XXXX, there is no XXXX transaction reflecting this. All other payments, adjustments, and interest charges are visible in the account history, but the {$140.00} readjustment is not. The amount effectively reappeared as a balance without any corresponding transaction record. Because the {$140.00} was reapplied with no transaction record and no in app notification, I had no way of knowing through my primary account management method that anything was owed. The fees and interest that accumulated as a result, a {$25.00} Past Due Fee on XX/XX/XXXX, a {$40.00} Past Due Fee on XX/XX/XXXX, and multiple interest charges, were all a direct consequence of this lack of transparency. I am not refusing responsibility. I am willing to pay the {$140.00} that was readjusted. However, I do not believe it is fair for me to be charged additional fees and interest, increasing the amount to {$220.00}, when the banks own app displayed a {$0.00} balance, the {$140.00} readjustment does not appear as a transaction in my account history, and no in app notification was sent.

Company response to consumer: Closed with explanation