Consumer complaint received 2026-01-23 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: MI

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding a significant billing error on my Capital One account and the failure of your customer service team to resolve or properly explain the discrepancy. 

My statement balance for the period was {$4300.00}, with a due date in XX/XX/2026. Before the due date, Capital One received a merchant refund of {$3400.00}, which included the amount from an active dispute. After this refund was applied, my correct remaining statement balance should have been {$920.00}. 

However, despite the refund being fully processed, Capital One continued to demand a payment of {$2000.00} as the statement balance. This amount is mathematically incorrect and does not reflect the credits applied to my account. 

I spent an entire day speaking with multiple representatives, yet no one was able to : - Explain how the system calculated {$2000.00} - Provide documentation showing how this incorrect balance was derived - Acknowledge the discrepancy between the refund received and the remaining balance - Differentiate between the * current balance * and the * statement balance *, which agents repeatedly treated as the same This experience demonstrates a serious system error and a lack of proper training within customer service. I have * * recordings and documentation * * proving the incorrect calculations and the repeated misinformation provided to me. 

I am requesting the following : 1. A full investigation into the incorrect statement balance calculation 2. A corrected statement reflecting the accurate amount owed ( {$920.00} ) 3. Written confirmation that no negative reporting or penalties will occur due to this error 4. Assurance that Capital One will address the system discrepancy that caused this issue In addition to the billing discrepancy, I would like to raise a broader consumerprotection concern. Capital One records customer service calls for their own purposes, yet when customers attempt to record calls for documentation and evidence, representatives refuse to continue the conversation. This practice creates an unfair imbalance and prevents consumers from protecting themselves, especially in situations where inaccurate information or system errors occur. 

I respectfully request that the CFPB consider establishing clear rules requiring that : Consumers be allowed to record calls with credit card companies, especially when the company itself records the conversation. 

Financial institutions must not refuse service or terminate calls simply because a customer wishes to record for evidence. 

Consumers have equal rights to maintain proof, documentation, and accountability, just as the company does. 

This issue directly affects transparency, fairness, and the ability of consumers to defend themselves when errors or disputes arise. I believe this is an important area where regulatory guidance is needed to protect the public. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation