Consumer complaint received 2026-04-28 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: NJ

Complaint narrative:
Hi, I made a payment of {$160.00} to my Capital One Quicksilver card on my Statement Closing day, Sunday, XX/XX/XXXX. All communication from Capital One made available publicly and to me as the card holder states that payments made before XXXX XXXX on your statement closing day get applied to that specific statement period. As XXXX example on Capital One 's Credit Card XXXX XXXX XXXX XXXX on their website they state - ' On your statement closing date, payments must be made before XXXXXXXX XXXX to post as of the same day. ' It also says this in various other places publicly and in my account. By all accounts I made this payment on time based on the information provided publicly. When I received my billing statement for this payment period, this payment was not included in the billing cycle. I called Capital One on Monday, XX/XX/XXXX to correct this. The first agent told me that it had not posted yet but he could see the payment was initiated at the correct time and to allow until the next business day for the payment to post and statement to be updated. I checked again today, XX/XX/XXXX, and it still has not been updated although the payment now shows as posted on XX/XX/XXXX. I called customer support again today and first was told by the first tier support that because the statement closing day was a Sunday, it would not show until the next billing cycle. I asked for a Supervisor and upon speaking with them they told me the same thing, and that on their guidelines it says for statement closing days that are Monday-Saturday that the cutoff time for payments is XXXX XXXX, but not for Sundays and that they have never posted payments on Sundays. I acknowledged that this was a difference on the internal information that she had within Capital One XXXX and it is not in alignment with what Capital One communicates in their guidelines to the public and to cardholders. To the public there is no mention of difference between days of the week, the only date that matters is the specific date of the statement closing day. I asked for where it says this information in writing from Capital One multiple times from the agent and each time she was not able to produce any written confirmation of this. The XXXX also said even though she sees that there is a difference in the directions and communication of terms, that the statement was already generated and there was nothing she could do, even though it was generated incorrectly. This is clearly a misleading business practice and a failure for Capital One to disclose Internal Terms. By all accounts I met all requirements for this payment to be applied to this billing cycle. I am attaching a confirmation screenshot from Capital One that shows this payment of {$160.00} posting on XX/XX/year>, as well as screenshots of their XXXX XXXX XXXX made available to the public which show that I met all requirements. Thank you for your help, Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation