Consumer complaint received 2026-05-12 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: AZ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX ) XXXX XX/XX/year> To Whom It May Concern : I am submitting this complaint against XXXX regarding serious billing and accounting errors on my XXXX credit card account ending in XXXX. Due to multiple posting errors, improper application of credits, improper interest charges, and rewards misapplication, XXXX is incorrectly claiming that I owe a balance of {$260.00} when, in reality, XXXX owes me a positive credit balance of {$130.00}. This issue has now involved multiple phone calls, at least XXXX different representatives, conflicting information from XXXX staff, and repeated failures to properly investigate or resolve the matter. Background On XX/XX/year>, I completed a full balance transfer from my XXXX account to a XXXX XXXX XXXX credit card. Before initiating the transfer, I contacted XXXX and was told the payoff amount was {$5200.00}. A payment in the amount of {$5200.00} was made to XXXX on XX/XX/year>. This payment should have completely zeroed out my account balance as of that date. After the account should have been paid in full, several refunds and credits later posted to the account, and additional purchases made. However, XXXX improperly handled these transactions and incorrectly treated the {$260.00} ACH refund as a charge, as well as XXXX refunds from XXXX XXXX as charges, plus charging interest on a balance that shouldn't have existed, which caused an entirely inaccurate rolling balance and resulted in the improper interest charges and improper application of cashback rewards. XXXX and Billing Errors XXXX. Purchases Made After Payoff Between XX/XX/year> and XX/XX/year>, I made the following purchases : XX/XX/XXXX : {$26.00} and {$5.00} XX/XX/XXXX : {$18.00} and {$21.00} XX/XX/XXXX : {$9.00} Total charges : {$81.00} Therefore, after the XX/XX/XXXX payoff, my legitimate balance as of XX/XX/XXXX should have only been {$81.00}. XXXX. XXXX Reversal Was Posted Incorrectly On XX/XX/year>, XXXX posted an ACH Funds Transfer Reversal in the amount of {$260.00}. This amount should have been treated as a credit owed back to me because refunds and payments had not yet fully posted at the time the original balance transfer was processed. However, XXXX incorrectly posted the {$260.00} as a charge/debit against my account rather than properly crediting my account. As a result : I should have had a positive credit balance of {$180.00} as of XX/XX/year>. Instead, Discovers system treated the amount as additional debt. Calculation : {$260.00} credit owed to me Minus {$81.00} in legitimate purchases Equals positive credit balance of {$180.00} XXXX. Additional Charges XX/XX/year> From XX/XX/XXXX through XX/XX/XXXX, I incurred the following charges : {$92.00} {$15.00} {$15.00} {$22.00} {$13.00} {$8.00} Total : {$160.00} These charges should have reduced my positive credit balance of {$180.00}. Correct calculation : {$180.00} positive balance XXXX {$160.00} purchases Equals remaining positive balance of {$18.00} XXXX. Improper Interest Charge Despite the account having been paid off on XX/XX/XXXX and despite the existence of refunds and positive credit balances, XXXX charged me interest on XX/XX/year> in the amount of {$53.00}. This interest charge was improper and should never have been assessed. When the improper interest is added back : {$18.00} positive balance XXXX improper interest charge of {$53.00} Equals correct positive balance of {$72.00} XXXX. XX/XX/XXXX XXXX XXXX XX/XX/year>, I made a purchase of {$23.00}. Correct calculation : {$72.00} positive balance XXXX {$23.00} purchase Equals positive balance of {$48.00} XXXX. XXXX XXXX Refund Errors on XX/XX/XXXX On XX/XX/year>, I received refunds from XXXX XXXX in the following amounts : {$6.00} {$10.00} {$26.00} {$150.00} Total refunds : {$200.00} However, Discovers activity history incorrectly shows duplicate debit entries for the {$6.00} and {$10.00} transactions instead of showing them solely as refunds. Correct calculation : Existing positive balance : {$48.00} XXXX refunds : {$200.00} Equals positive balance : {$250.00} XXXX. XX/XX/XXXX Purchases and Improper Rewards Application On XX/XX/XXXX, I made a purchase of {$200.00}. Correct calculation : {$250.00} positive balance XXXX {$200.00} purchase Equals positive balance of {$41.00} That same day, XXXX applied cashback rewards of {$6.00} toward a balance that should not have existed. Because I still had a positive balance, the rewards should have been added to my account as a credit, not applied toward debt. Correct calculation : {$41.00} positive balance XXXX {$6.00} rewards Equals positive balance of {$48.00} I then made a purchase of {$15.00}. Correct balance : {$48.00} XXXX {$15.00} Equals positive balance of {$33.00} XXXX. Negative Balance Did Not Begin Until XX/XX/XXXX On XX/XX/year>, I made a purchase of {$33.00}. This should have been the first transaction to place my account into a negative balance. Correct calculation : {$33.00} positive balance XXXX {$33.00} purchase Equals negative balance of {$0.00} Subsequent purchases then correctly rolled the balance negative from that point forward. XXXX. XXXX Transactions and Payment The following rolling balances should have occurred : XX/XX/XXXX purchase {$5.00} negative {$6.00} XX/XX/XXXX purchase {$4.00} negative {$11.00} XX/XX/XXXX purchase {$21.00} negative {$32.00} XX/XX/XXXX purchase {$210.00} negative {$240.00} XX/XX/XXXX purchases totaling {$60.00} negative {$300.00} XX/XX/XXXX purchase {$70.00} negative {$370.00} XX/XX/XXXX purchase {$13.00} negative {$390.00} On XX/XX/year>, I made a payment of {$300.00}. Correct balance : Negative {$390.00} Plus payment {$300.00} Equals negative balance of {$88.00} On XX/XX/XXXX, I incurred a {$4.00} purchase : New balance : negative {$93.00} XXXX. XX/XX/XXXX Refund On XX/XX/year>, I received a refund of {$200.00}. Correct calculation : Negative {$93.00} XXXX refund {$200.00} Equals positive balance of {$110.00} XXXX. Improper Cashback Rewards Application on XX/XX/XXXX On XX/XX/year>, XXXX again improperly applied cashback rewards, this time in the amount of {$15.00}, toward a balance that should not have existed. Correct calculation : Positive balance {$110.00} Plus rewards {$15.00} Equals final positive balance owed to me of {$130.00} Current Issue Despite all of the above errors, XXXX is currently showing that I owe a balance of {$260.00}. This is entirely inaccurate. The correct balance is that XXXX owes XXXX a positive credit balance of {$130.00}. Customer Service XXXX I also wish to document significant customer service failures during my attempts to resolve this issue. On XX/XX/year>, I spoke with XXXX different representatives during a single call : The first representative transferred me without resolving the issue. The second representative stated she could not determine why a stop payment appeared on the XXXX transaction. When I requested a supervisor, she transferred me to escalation without explaining the situation to the next representative. As a result, I was forced to completely retell the entire history repeatedly to each person. By the time I reached the third representative, XXXX, she had no understanding of why the call had been transferred to her and asked me to repeat the entire matter again. This is unacceptable customer service and demonstrates poor internal communication and inadequate training. Additionally : This was already my second call regarding this matter. Multiple XXXX representatives acknowledged confusion regarding the account activity. XXXX previously told me they would resubmit the XXXX transaction back to my bank, but they failed to do so. I have now spoken with at least XXXX representatives total across multiple calls, and the matter still remains unresolved. Requested Resolution I am requesting the following : Immediate correction of all billing and accounting errors on my account. Removal of the improper interest charge of {$53.00}. Correction of the improperly applied cashback rewards of : {$6.00} on XX/XX/year> {$15.00} on XX/XX/year> Correction of the ACH reversal posting error involving the {$260.00} transaction. Written confirmation that my account balance is corrected. I do not owe {$260.00} Issuance of a refund check to me in the amount of {$130.00} which Im owed. I am attaching supporting account activity documents and screenshots showing the transaction history and current balance being displayed by XXXX. Sincerely, XXXX XXXX Account ending in XXXX

Company response to consumer: Closed with monetary relief