Consumer complaint received 2024-04-12 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:
I was a Capital One cardholder for many years without issue, spending hundreds of thousands of dollars on this account. The account was on autopay and there had never been a payment issue before the errors that occurred in XXXX. 

In XXXX, I initiated several manual ACH payments from the Capital One app on this account taken from the same XXXXXXXX XXXXXXXX account that Capital One had withdrawn from for years. I learned later that unknown to me, Capital One had submitted these specific ACH debits to my bank ( Chase ) from a different Originator ID than it had been using for all prior payments. Because of this, an unauthorized ACH blocker on XXXX 's side rejected the payments. This caused Capital One to mark the payment as returned and charge fees and interest, which I called Capital One immediately to resolve. Capital One placed a fraud block on my entire account, and several conference calls were held between Capital One and XXXX who confirmed this is what had occurred. XXXX further confirmed that funds were in the XXXX account to cover the payments in question and that I could not have known in advance that the payments would be rejected. These calls were recorded, and Capital One also required me to submit XXXX bank statements for its review. I did that, and after review Capital One told me the card was in good standing again. Capital One had not so far told me that its Originator ID had changed and neither bank could say why the payments had failed. 

However, when I made a payment again the next day from the Capital One app, the same thing happened again. After speaking with numerous agents at Capital One, I was told that Capital One had recently changed the Originator ID it uses for ACH debits and that I should have received a notice about it in the mail. I had not received a notice. 

To resolve the issue, I immediately made payments to Capital One to replace the returned payments directly from XXXXXXXX XXXX portal. Capital One confirmed a couple days later it had received the payments from XXXX. However, when I asked Capital One 's agents to credit the fees and interest caused by this mixup, I was told that the system won't let me do that. I asked to be transferred to a supervisor, and that supervisor was also apparently powerless to override the system to fix the issue. I then closed the account with that supervisor, and paid the undisputed balance of all charges when due and in full even after account closure. 

The amount that Capital One is seeking to collect is entirely comprised of returned payment fees, late fees and interest caused by this incident which was entirely a result of Capital One 's actions. I have taken all reasonable steps to resolve the matter, but have not been able to find anyone at Capital One who seems empowered to resolve this. 

I mailed a letter to Capital One on XX/XX/XXXX describing the above. A response was received via mail on XX/XX/XXXX which stated that Capital One had corrected errors that it made, would correct its reporting to the credit bureaus and apologized for the inconvenience. However, Capital One does not seem to have actually taken the promised actions and I continue to receive automated calls from it trying to collect the disputed fees.

Company response to consumer: Closed with monetary relief