Consumer complaint received 2025-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Using CapitalOnes bill pay service, I scheduled my property taxes in the amount of {$150.00} to be paid to XXXX XXXXXXXX XXXX  ( XXXX ) on XX/XX/XXXX. On XX/XX/XXXX, CapitalOne sent me an email stating Your payment has been successfully sent to XXXX XXXX, Tax Collector CapitalOne removed the funds from my account but did not pay XXXX  as I had requested. The funds were returned to my account on XX/XX/XXXX. The amount then due had increased and if payment was not received by XX/XX/XXXX, would result in XXXX  issuing a tax certificate for the unpaid property taxes. 

On or about XX/XX/XXXX, I became aware that CapitalOne had failed to make the {$150.00} payment and I immediately scheduled a payment for {$150.00} for the amount that had been due by XX/XX/XXXX. On XX/XX/XXXX, CapitalOne sent me an email stating in part Your payment has been successfully sent to XXXX XXXX, Tax Collector ( XXXX ). CapitalOne removed the funds from my account but did not pay XXXX  as I had requested. The funds were returned to my account on XX/XX/XXXX. 

I called XXXX who denied having ever received payment from CapitalOne and said that if I used bill pay, it was likely an error with that service. I then called CapitalOne and asked them to confirm it was in fact a bank error. While they did not answer, an investigation ensued that concluded with a XX/XX/XXXX email to me from CapitalOne stating that There was an error with your bill payment sent to XXXX XXXX, XXXX Collector. CapitalOne sent an email for both failed payments. 

I would again contact CapitalOne for an explanation as to how they made an error but was never provided an answer. I was then promised a letter from CapitalOne that I could use to attempt to persuade XXXX  to waive any additional fees for the unpaid tax. However, CapitalOne failed to deliver on the promised letter. 

The matter remained unresolved and months continued to go by while interest charges continued to accrue. On XX/XX/XXXX I again called CapitalOne. I explained that there had been no letter, no resolution and that tomorrow was the last day of the month and if payment was not received by XXXX  by tomorrow, additional interest fees would accrue. The taxes by now had nearly doubled to {$290.00}. I was told an additional XXXX 30 days would be needed for a resolution. 

To put an end to the escalating cost, I informed XXXX, the bank agent, that while I had him on the line, I was going to visit the XXXX XXXX XXXX  website and immediately pay the {$290.00}. I had received nothing from CapitalOne that I could use to pay anything less and I had lost confidence that I ever would. However, I expected CapitalOne to reimburse me the difference between what was due when I first attempted a payment- {$150.00} and {$290.00}. At the time, I said I would pay the service fee to pay on XXXX Tax XXXX website- {$1.00} but I now expect to be reimbursed for that fee as well due to CapitalOne ongoing refusal to make this matter right. 

The amount I demand is {$140.00} along with any other amount that XXXX be due to me. The case number CapitalOne assigned to this complaint is XXXX.

Company response to consumer: Closed with monetary relief