Consumer complaint received 2026-06-07 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: CA

Complaint narrative:
On XXXX I made out a {$6000.00} credit card payment to Capitol One out of my XXXX XXXX stock account / check # XXXX for my XXXX credit card ending in XXXX, and a {$400.00} credit card payment out of my XXXX XXXX checking account / check # XXXX for my XXXX credit card ending in XXXX. Both credit card payments were mailed on XXXX. I called Capitol One Bank on XXXX to see if they had received both payments and was told to call back the following day. I called Capitol One again on XXXX and was told by the Capitol One employee that both checks : payments I had described had been received and would post at midnight XXXX. The {$6000.00} XXXX XXXX XXXX cleared on XXXX out of my stock account. Do I assumed all is good. On XXXX I received emails from Capitol One that both of my credit card were past due. On XXXX I called XXXX XXXX and was told that a person named XXXX XXXX XXXX had cashed the check. I confirmed with XXXX XXXX that the {$6000.00} check was made out to Capitol One. XXXX XXXX immediately opened a XXXX XXXX # : XXXX. XXXX XXXX although mentioned that it seemed the that that check was whitewashed and forged. I immediately called Capitol One on XXXX to find out what was going on with both checks/ payments they had confirmed receipt of on XXXX. The {$400.00} check for my XXXX credit card never cleared my XXXX XXXX account either. Then I had asked the Capitol One employee to be transferred to their XXXX Department. I asked their XXXX Department if they had an employee named XXXX XXXX XXXX, but was denied an answer. That day I had to make extra payments to Capitol One for both the XXXX and Spark credit cards. I although asked them to wave any interest or late fees due to the issue of Capitol One confirming receipt of payments on XXXX. When I received my next Capitol One a credit card stated all of a sudden a Capitol One Payment Adjustment in the amount of with a transaction date of XXXX & a post date of XXXX appeared!!! It gets better! I called up Capitol Ones XXXX Department again and asked them what going on, and of course did not any answer about the transaction / posting dates, XXXX XXXX XXXX or an email address for Capitol One. On XXXX I called Capitol One again to pay an electronic payment out of my XXXX account in the amount of {$120.00} to my XXXX credit card account to bring the balance to zero/ paid in full, which I did. Then I received XXXX generic letters from Capitol One asking for a copy of the fraudulent check. I called Capitol Ones Fraud/ Investigative team to contact XXXX XXXX XXXX Capitol One stated that they dont have an email for me to forward it safely to as I had requested several times. Around XXXX I received my next Capitol One credit card state for the XXXX credit card. It showed a negative ( - ) {$6000.00} payment XXXX that had a transaction date of XXXX and a posting date of XXXX. Capitol Ones transaction dates and posting dates are totally interfering with each other and also with the Previous Balances for the statement month of XXXX and XX/XX/year>!!! On XXXX, after several attempts/ calls with Capitol One to be given an email address to provide them with a copy of the forged check which they again denied, I faxed them a copy. On XXXX I called Capitol One to confirm the receipt of that fax but again was denied an answer of receipt of it. Capitol Ones statement was that they cant confirm or deny the receipt of that fax!!! Keep in mind, that via Capitol Ones automated system all of the calls will be recorded!!! It is outrageous to see Capitol One doing this. I would really appreciate a call from CFPB as soon as possible. Best, XXXX XXXX. PS : I made a typo regarding my phone number!! The correct phone number is XXXX

Company response to consumer: Closed with explanation