Consumer complaint received 2025-04-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN

Complaint narrative:
Ive been a Capital One customer for many years with a strong payment history. I accepted a 0 % interest balance transfer offer that ended mid-billing cycle in XX/XX/XXXX. This created confusion about when the balance needed to be paid off to avoid interest. 

I called Capital One several times to get clarification, but received conflicting information from different representatives. I had already moved {$10000.00} into my account to pay off the balance, but I wanted to confirm the balance due & due date. On XX/XX/XXXX, I spoke with XXXX, a supervisor who told me that I didn't need to pay off the balance. He said if I made a payment after the closing date, it would stop interest from accruing each month. Based on that, I made an extra payment in addition to the minimum in XXXX and XXXX. No interest was charged on either of those statements, which confirmed to me that I had followed the correct instructions. 

On XX/XX/XXXX, I logged into my account to confirm my XXXX payment went through, and I saw that Capital One had charged interest. I called and spoke with a supervisor named XXXX, who told me I had been misinformed by the previous supervisor and said she would open an investigation. I was told it would take up to 10 days. I followed up on XX/XX/XXXX and was told to wait XXXX more days. On XX/XX/XXXX, I called and spoke to another supervisor ( XXXX ). He told me the team was behind but that he would flag my case to be expedited. He explicitly told me I did not need to make any payments while I waited for a decision. 

On XX/XX/XXXX, I returned a message I received from Capital One. I was connected to XXXX, who told me the case had been closed and that the decision was not in my favor because I misunderstood the information I was given. ( I had disclosed my cognitive issues during the call with XXXX, and while Capital One did not cite them directly, its my personal belief that this was used to justify their decision. ) XXXX said she would request that the case be reopened. As of XX/XX/XXXX, I have not received any further updates. 

Meanwhile, interest continues to accrue, and Capital One has already withdrawn approximately {$250.00} in interest through my automatic payments. This number will only increase the longer the situation goes unresolved. 

I recorded several of the calls for my own personal reference due to the confusion I was experiencing. The transcripts and recordings clearly show that I asked for clarification and was told what steps to follow. 

I have an attorney writing a letter to Capital One, and I am currently waiting for a response. I am submitting this complaint now due to the urgency of the situation, as interest continues to accrue daily. I am also prepared to provide call recordings and transcripts that clearly show I was told that paying after the statement closing date would stop interest from accruing. I also have my bank statements showing the money was transferred in both XXXX and again in XXXX, and was available to pay off my balance. Please let me know if additional materials are needed. Ive been a long-time customer and followed all instructions in good faith. 

Attached are copies of my Capital One statements from XX/XX/XXXX through XX/XX/XXXX, which show that no interest was charged in XXXX or XXXX, leading me to believe the information provided by their supervisor was accurate. 

Ive also attached proof of my bank deposits to show that I had the funds available in my account in both XXXX & XXXX, and was prepared to pay the balance if required. 

* The attached transcripts were generated through XXXX voice-to-text and can be difficult to follow due to some conversion errors. I chose not to edit them to avoid any appearance of altering the content to suit my narrative. As for the recordings, the files are large, and it only lets me upload XXXX of the calls. The supervisor joins the call around the XXXX mark. Please advise how you would like me to upload the other call, as it is too large to upload through your website.

Company response to consumer: Closed with monetary relief