Consumer complaint received 2026-02-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I was unable to pay my accounts due to loss of income and once I was able to recover capital one offered payment plans IN APP. I set them up but they ONLY would take CHECK payment DEBIT card from the same account WOULD NOT BE SET UP IN APP. When I called they said on the phone those PLANS Were NOT available because what the app showed was NOT reflected. The APP allowed and calculated the payment based upon what I input I can afford and the app gave a minimum or APPROVED my offer. 

I had two accounts CLOSED because their minimum accepted was XXXX and XXXX but they were taking the money 4-5 days AFTER the day agreed and I didnt realize that because normally even ACH checks processed 3 days or 2 days or less. They took XXXX and still closed an account. Now out of 4 accounts I have two still on plans. So I called to attempt to pay ON phone and avoid the ACH problems. Their customer service said they CAN NOT process the DEBIT card payment without cancelling the Payment PLAN altogether. I have to pay it on app! I checked the app it doesnt give the debit option. Customer service said it has to be XXXX not mobile app ( where the arrangement was made or on the phone which is best for me fastest easiest ). I dont have laptop or tablet thats working well. I have to borrow my friend and neighbor laptop. 

I have to go in the account make the payment via debt and cancel the payment. I did it. I paid. Now XX/XX/XXXX I have another payment due for XXXX. I login online make my payment DEBIT CARD but the XXXX ACH is already processing ON A SATURDAY. Which now I have no idea when its going to come out! So now XXXX paying XXXX. I called Captial One to verify the payments they said they ALREADY received the XXXX debit payment and yes the XXXX check is processing and they cant stop it. But the account is up to date! I look in the app and my account is showing RESTRICTED while on the plan. Which its not showing that on the other account thats on the same KIND OF IN APP payment plan offered. 

Speak to supervisor after Customer service wasnt making sense because they were saying to cancel the payment due on XX/XX/XXXX which is apart of the plan. So I said no that payment should still be made. The supervisor confirmed the payments but tells me that the account is restricted still on payment plan no late fees added but the restriction is permenant due to some time line on the account. But the XXXX payment plan offered clearly said to avoid ADVERSE effect as long as the payments were made my account status would be reinstatement but I was still obligated to pay the remaining balance after catching up. 

My other account is NOT restricted and payments made on the due dates or just XXXX day before because I just learned XX/XX/XXXX about being forced to make the payment online using my debit card without canceling the payment plan they offered but build in every hurdle to block you from payment quickly in app or over the phone. Now the supervisor informed me that the account is going to be reported XXXX but my card will be restricted. And I told him that if the line is restricted it cant be an OPEN line it will be closed he said no because the PAYMENT for the XXXX was made and yes I will still have the balance of XXXX but even if I pay it my account it will be OPEN and Restricted. 

XXXX makes NO sense! Ever since capital one acquired XXXX network their payment network has been disruptive and impacting the customer. I had them for years and now my accounts are closing impacting my credit report because Capital ONE is being cheap! In XXXX with AI and crypto and APP processing they are FORCING consumers use the hardest lengthiest process to payment accounts in jeopardy of hurting our credit history and reports! They are taking XXXX business randomly processing ACH checks created overdrafts fees with other banks and then claiming you didnt make your payment on time or at all when they removed the DEBIT CARD payments! 

Which is a guaranteed payment HELD on another bank that wont decline unless the money truly wasnt there. But once its approved its a PIN based undisputed charge that gets them their payment right then at the time of payment. And holds their approved transaction that wont impact a consumer because they Know and see the charge and its separated from their available balance. Its UNFAIR and damaging to consumers and especially consumers already experiencing financial hardships. How do you offer a payment plan to AVOID adverse effects but then APPLY adverse effect while on the plan receiving your payments.

Company response to consumer: Closed with explanation