Consumer complaint received 2024-12-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I received a notification from my bank ( XXXX ) for acct # XXXX of insufficient funds for an amount of {$77.00}, and now the amount has increased since I was not able to transfer money from another account on time to avoid an overdraft fee of {$34.00}, bringing the total amount of the insufficient funds to {$110.00}. 

My complaint is about the confusing emails and confirmations that I received from Capital One that led to the above situation. It begins with the fact of scheduling a payment to my credit card account ( XXXX XXXX XXXX XXXX ) on XX/XX/XXXX of {$100.00}. After I scheduled the payment, I received an email confirming the payment. On XX/XX/XXXX I received another email confirming that the payment had posted. 

To my surprise on the following Wednesday, XX/XX/XXXX I received another email from Capital one stating that my payment of {$100.00} had been returned due to insufficient funds. Immediately, I checked my XXXX account and I noticed that there was a {$100.00} more in the account than there should be. On the same day, XX/XX/XXXX, I tried again to schedule the payment on the Capital One platform for {$100.00}. 

Next, I received the email confirming that I had scheduled the payment on the same day. Just a little later after I receive that email, I received another email the same day saying your payment has been returned, it listed the previous date that I had tried to schedule, which was on XX/XX/XXXX, but at this point I did not know what to think and was even more confused. 

On that same day, XX/XX/XXXX, I called Capital One and spoke with a customer rep who eventually transferred me to a XXXX customer rep who then acknowledged that the only payment request that they saw from capital one was in XX/XX/XXXX. I never heard from the other customer rep after talking with this XXXX customer rep. I was a bit suspicious if there was any fraud involved, which there has been much lately. 

After speaking with Capital One and XXXX, I assumed that capital one had not properly posted the payment or something had happened in transition and I had also received another email saying that the payment had been returned so I naturally assumed that I needed I transferred {$100.00} from my XXXX  account to my Capital One checking account ( XXXX ). I did the transfer from XXXX  because, at this point, I was confused and I did not trust trying to schedule a payment again on Capital Ones platform. 

The next day on XX/XX/XXXX, I received another email from Capital One stating that the payment had posted. After seeing this and checking this account that the payment had posted I immediately tried to transfer the {$100.00} from my Capital One checking account back to the XXXX  account because I did not have enough to cover {$200.00} in my XXXX  account ( {$100.00} posted + {$100.00} transferred after talking to customer reps of both banks ) nor was I able to transfer the money into the account on time to prevent an overdraft fee because it was Friday. 

Im entirely blaming this overdraft fee of {$34.00} and the insufficient funds of {$77.00} solely on Capital One for their incompetence and confusing emails. Im XXXX XXXX XXXX, but I can read and comprehend and I know that something is not right in the way that this transaction was done this time and I would like for them to pay for the overdraft fee of {$34.00} and whatever else that may occur since the account is still in overdraft mode. I would also like for CFPB to investigate their process of how they inform their customers about payments and scheduling. 

This all couldve been totally avoided if emails wouldve been clear and transactions processed correctly. 

Best regards, XXXX XXXX

Company response to consumer: Closed with monetary relief