Consumer complaint received 2025-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I recently applied for the XXXX XXXX credit card based on its advertised travel benefits, particularly the promise of enhanced flight booking options through the issuers travel portal. However, after receiving the card, I discovered that the portal does not provide access to key fare classes, such as Economy Plus, which significantly limited my ability to book the flights I needed at the rates I expected based on the card 's marketing. 

I attempted to search for flights across multiple destinations and consistently encountered this issue. I then spent several hours speaking with customer support, but was unable to obtain a resolution or clear explanation. The lack of transparency in how the travel portal functions and the unavailability of standard fare options constitute a misleading customer experience. 

Due to these unresolved issues and the failure to deliver on the core advertised benefits, I was left with no choice but to cancel the card shortly after receiving it. I believe this warrants investigation into the accuracy of the advertising and the support provided. 

I requested Capitol one to remove the credit card inquiry as my account is closed, they asked me to provide information via mail, which I did. but they closed the case by sending a generic info. Tried to call and reopen the case on XXXX but they asked to send another letter again. 

XXXX : credit card applied XX/XX/2025 closed XX/XX/2025. 
Several customer calls between XX/XX/XXXX to XX/XX/XXXX. 


Issue XXXX : Incorrectly applying late fee and interest charges. 
On XX/XX/2025, I had set up a scheduled payment of the full amount due ( {$1000.00} ) to be debited from my account. However, 9 days prior to the scheduled payment date, a refund of {$260.00} was issued to my account, which should have reduced the payment to {$760.00}. 

Despite this refund, the Capital One system mistakenly debited the full {$1000.00} from my bank account, resulting in an overdraft. Upon noticing this issue, I immediately contacted Capital One customer support on XX/XX/XXXX. I was advised to contact my bank, as Capital One could not cancel the payment. I then contacted my bank, who initiated the process of reverting the payment. 

While waiting for the bank to reverse the payment, I attempted to make the correct payment of {$760.00} to Capital One. Unfortunately, the Capital One mobile app did not allow me to submit this payment, preventing me from resolving the issue directly. 

A week later, once the payment was successfully reverted, I made the appropriate payment to cover the balance. However, despite the refund and subsequent action taken, Capital One still posted a late fee to my account, and their customer service was unable to remove the fee or resolve the issue to my satisfaction. 

This series of events caused undue frustration, unnecessary overdraft charges, and continued issues with late fees that I believe were the result of system errors. I am requesting that this matter be investigated, the late fee be reversed, and appropriate actions be taken to prevent further issues of this nature. 

I have spent so much time and energy on this and their customer service is useless. only they know to say is " unfortunately, ... ''

Company response to consumer: Closed with explanation