Consumer complaint received 2025-07-04 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: CA

Complaint narrative:
On the XXXXXXXX XXXX XXXXXXXX, I attempted to make a payment of {$40.00} towards my Capital One Platinum card. That {$40.00} was reflected on my account balance the day of, but two days later, on the XXXX XXXX XXXXXXXX, the payment got returned. After seeing that my payment had been returned and that I had money in my bank account that the ACH payment was pulling from, I attempted to make another payment. On the XXXXXXXX XXXX XXXXXXXX, I made another {$40.00} payment, only for it to be returned. I was never given an issue as to why these payments were returning, so I decided to wait a few days to see if it was a processing error. After waiting a few days, on the XXXXXXXX XXXX XXXXXXXX, I attempted to make another payment, in the amount of {$73.00}. This payment was then returned the same day. The next day, XXXX XXXX XXXXXXXX, I went into the Capital One app only to see that they had now deleted my ACH information on my account and that my payment had been returned. So, I re-added my ACH information and attempted to make a payment. This payment was for {$73.00} and went through successfully with no issues. The following day, XX/XX/XXXX, I go to my Capital One app only to find that my credit card has been restricted with no prior warning. I called the help line to try and get this issue resolved, only to be told that my account is permanently closed because of those XXXX returned ACHs, each being returned with the reason " account could not be located ''. While on the phone, I asked what the account number was for the returned payments, and they informed me of the last XXXX digits, which correctly matched my account number. I asked if there was anything that they could do to reverse this, given the fact that I had made a successful payment the day before they closed my account, only to be met with a no. Following this call, I called my bank, XXXX. I asked them if they could look and see if they have any record of the returned ACHs and why they would have been returned. They answered that they did not see any attempts from Capital One to pull money from my account. After speaking with my bank, I called Capital One again, this time escalating my request to a supervisor. While on the phone, she had mentioned that if I had a document from my bank stating they did not see any attempts to pull money, then they could help me come to a resolution. Given this information, I then drove over to my nearest XXXX branch for some in-person assistance. While there, we talked to our back office, who was attempting to locate these 3 returned ACH payments. They told me that I would need to get the XXXX trace number for each transaction so that they can look up the attempts. So, I call Capital One yet again and get connected with a supervisor. I explain how I am at my bank to get documentation stating they do not see the attempts, only for this supervisor to explain to me that what the last supervisor said was a lie and that no matter what documents I get, my account will remain closed indefinitely. I gave her a brief explanation stating that I needed the XXXX trace number for the 3 returned ACH payments. The response from the employee was anything but satisfactory, explaining how they do not provide the trace numbers to customers, especially for returned payments. Following this response, my bank still tried to go back and look for the returned ACH attempts. My bank told me that they were not able to find any attempts, and the only one they were able to find was the one that went through successfully for {$73.00} on XX/XX/XXXX. Given this information, I can confidently say that Capital One made a mistake in their billing process, but pinned me with the blame and is failing to provide any resolution in this matter. I am also very confused why any of this is such a big issue given the fact that my due date for the credit card is not until XX/XX/XXXX. So my account was closed after a successful payment and before I technically owed anything to Capital One.

Company response to consumer: Closed with non-monetary relief