Consumer complaint received 2017-04-20 00:00:00
Product: Credit card — 
Issue: Other fee — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
XXXX   XXXX   XXXX    To Whom It  May Concern : This is to inform you of a complaint  I have with regard to Capital One Credit Cards -  XXXX .   I have just opened a credit card with  Capital One Mastercard  in   XXXX   XXXX   with an intent to create a good credit history.   From the time I have opened my account, I have been paying my monthly balance on time or even early ( before the due date ) and in full or even more than the outstanding balance to avoid any late penalties or interests.     However, in  XXXX , I did not receive any statement from Capital One, but I still sent in a payment to ensure that I 've covered any outstanding amount.     In  XXXX , I received the statement fro m Capital One an d the statement says,  XXXX  balance. But since I have used my card in the previous month, I still sent in a payment of {$500.00} to cover any pending transactions.     In  XXXX , I received the statement from Capital Once indicating that my outstanding balance was {$2100.00} and I sent in a payment of {$2100.00}.     To my surprise, on   XXXX   XXXX  , I received an email informing me of an outstanding balance of {$5.00}. I was very sure that I should n't have any balance since I paid more than my outstanding balance. I called  Capital One  that evening to clarify the {$5.00} balance. I clearly asked the agent if I have anymore pending transactions or interests, and I was assured that the only outstanding amount was {$5.00} and no other pending interests. I told the agent that I want everything settled so I do n't have to worry about any outstanding balance. The agent explained that it was part of the fee for a  XXXX   XXXX  made, and was assured that {$5.00} was the only remaining balance.     The next day,   XXXX   XXXX  , I sent in my payment of {$5.00} to settle it and not have to think about it and have peace of mind. On   XXXX   XXXX   my payment of {$5.00} has been posted.     On   XXXX   XXXX  , while on vacation, I received an email from  Capital One informing me that I have a balance of {$32.00}. I was frustrated and disappointed so I called Capital One to get answers and to clarify the {$32.00} balance.      I spoke with  XXXX  ( a Capital One representative ) and explained to her that I had already paid all outstanding balance on   XXXX   XXXX  , and that I was assured by their agent on   XXXX   XXXX   that I have no further balance. The last time I had used my card was on   XXXX   XXXX   and have no intention of using it again, which is why I 'd like all outstanding balance on this card settled.  XXXX  said that they will waive the {$32.00} but I must pay it first and then they will refund the {$32.00} after  XXXX  or  XXXX  billing cycles. In addition,  XXXX  said that the said amount was a " residual interest '' but on their email it says, "  XXXX   XXXX . '' Out of frustration and disappointment, I am no longer interested in keeping my account open, so I decided to close the account but  XXXX  insisted that I must pay the {$32.00}. I am on a dilemma right now that if I do n't pay the {$32.00} that it will hurt my  credit score and history, but I am also frustrated and disappointed with Capital One with  the way they handled payments and inability to settle an amount, which will be eventually refunded to the account holder.     Today,   XXXX   XXXX  , I checked my balance statement from  Capital One a nd it showed that I have  XXXX  balance. They have credited the {$32.00} into the account.     I am writing this complaint for your office to investigate  Capital One ' s collection practices and misleading their accountholder with regard to payment information and outstanding balances.     I have lost my confidence and trust with  Capital One.      Thank you.

Company response to consumer: Closed with monetary relief