Consumer complaint received 2024-03-16 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: FL

Complaint narrative:
On XX/XX/2024, I went to make a payment to my Capital One XXXX card. I was using the app as I always do. I saw that one of the payment options presented to me on the app was that I could use my Capital One checking account, which Capital One stopped me from having access to. So I figured that if it is showing that as an option, maybe I could pay {$40.00} to my credit card from that account. So I selected the account and submitted payment and received no error messages informing me that there were any issues. In fact, just to be sure, because I didn't want to have to pay them any extra money for nothing, I called and spoke with a Capital One representative. The female proceeded to tell me that my XXXX account was! closed, which I insisted with her that it was. Twice she said it wasn't. I just wanted to be sure that there would be no issues with my credit card payment for {$40.00} and then get charged a late fee or negatively affect my credit score, so I specifically asked the representative, did my payment go through? Was it good? I told her I wanted to be sure because I don't want any issues with the payment. So again I asked her, so did Capital One get my payment? Did the {$40.00} come out of my account to pay the payment? The Capital One representative told me YES, that my payment went through, that it was good, and that I don't need to worry about the payment. 

I found out three days later, the payment wad declined, Capital One charged me a {$25.00} past Due fee, but it only because their employee provided me with incorrect and false information, leading me to believe my payment was good and went through successfully. I spoke with a supervisor for over an hour explaining all of this, he proceeded to tell me that he doesn't show me even calling CapitalOne on XX/XX/2024, even though the rep I spoke to before the supervisor, who transferred me to the supervisor, stated that I called in on XX/XX/2024. Yet this supervisor couldn't find any record of me calling in. I told the supervisor if he pulls the call, that he would hear the rep say to me that the payment came out, the card was paid, that I don't need to worry about anything. The supervisor didn't believe me, but when he put me on hold he then came back, he told me that he couldn't find any recording of my phone call from XX/XX/2024. 
I find it very suspicious that the phone call which could prove that I was provided false information by a Capital One employee, and that my future actions were based on that false information, i.e., not attempting to make another {$40.00} payment to correct the matter, which I could have done within XXXX hours, could not be found when ALL CALLS ARE RECORDED FOR QUALITY ASSURANCE AND TRAINING PURPOSES. Capital One misled me, misinformed me, gave me inaccurate and false information, which was what I relied on ... and by me believing the Capital One representative, I've been charged a {$25.00} fee, which I told Capital One I refuse to pay.

Company response to consumer: Closed with monetary relief