Consumer complaint received 2024-08-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DC

Complaint narrative:
Capital One charged a late fee and interest for an alleged late payment to my Venture Card account. I want my interest charge refunded. On XXXX XXXX, I scheduled a payment for the full statement amount to be paid on XX/XX/year>. I received confirmation from CapitalOne that the payment was scheduled for XX/XX/XXXX ( see attached ). 

On XX/XX/XXXX, I went into my account for another reason. I notice there was a late fee charge and interest charge on my account. I then notice that my statement also showed that my payment had been cancelled. I was perplexed because I hadn't cancelled my payment, and based on the information I had my payment was made. CapitalOne never notified me that my payment was cancelled or that no payment had been received. I only found out because I went into my account for another reason. I spoke to customer service to find out why my payment was cancelled and why I hadn't been notified of the cancellation, or of the fact that my XX/XX/XXXX payment hadn't been received. She indicated that the system showed that the payment had been cancelled on line. I explained to her that I had not cancelled my lumpsum payment. I cancelled the autopayment for XXXX, and made the lumpsum payment because the statement balance was larger than the autopay. According to the customer service Rep, since I only cancelled the payment for XXXX, and not withdrawn completely from autopay, the System cancelled my payment. Her explanation didn't make much sense to me, but I felt that if my scheduled payment had not been cancelled by their system, I wouldn't have been charged those fees. After much discussion, and reviewing of my account, my late fee was waived. I was informed by the Rep that the System wouldn't allow her to waive the interest. I told her I wanted to submit a complaint because I shouldn't have been charged interest.

She informed me she would forward my complaint up the chain. I never heard from anyone, and followed up with calls on XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ). I never received a satisfactory explanation, only that the System wouldn't allow it and they had no way of overriding it. I then decided to put my complaint ( attached ) in writing. I received a short letter ( attached ) stating the finance charges couldn't be waived, and directed me to the section on how we calculate interest. They didn't provide me with an explanation of why my payment was cancelled nor how the interest was calculated on my account. I always pay my balances in full in order to avoid interest and that was the reason I cancelled the auto pay and scheduled the lump sum payment. If my lumpsum payment had been paid on time, ( and not cancelled by their system ), there wouldn't have been any fees charged. 

This is the second time that their system cancelled a payment that I had made on line. 
Normally, I have my account on autopay for a set amount. My XXXX statement also had a balance greater than my autopay. In XXXX, I didn't cancel my autopay. I just added a lumpsum payment for the difference. I received email confirmation of my XXXX autopay payment. When I didn't receive any confirmation of my lumpsum payment, I went into my account. My account showed that my lumpsum payment for XXXX was cancelled. Since I didn't want to pay interest, I reentered my lumpsum payment which went through. 

IBased on the XXXX incident, I figured the system wouldn't allow me to split my payment between autopay and lumpsum. I had to make a single payment. In XXXX, when I saw that my balance exceeded the autopay amount, I cancelled the autopay, and scheduled a lumpsum payment for the balance..

Company response to consumer: Closed with monetary relief