Consumer complaint received 2026-02-22 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: RI

Complaint narrative:
Entity : Capital One Bank ( Issuer Servicer Furnisher ) Consumer : XXXX XXXX Accounts : XXXX Capital One credit card accounts ( including but not limited to accounts ending XXXX and XXXX ) Primary Issue : Autopay Failure + Internal System Error Admission + Audit Refusal + Inaccurate/Unstable Furnishing I. XXXX XXXX at XXXX This complaint concerns systemic servicing instability and inaccurate credit furnishing by Capital One across XXXX separate accounts. 

This is not a consumer nonpayment case. 

This is a failure of issuer-controlled payment mechanisms ( autopay + card lock ), followed by fee assessment, delinquency pressure, and refusal to provide a written audit or furnishing confirmation after admitting internal system error. 



XXXX. Autopay Failure Issuer-Controlled Mechanism Breakdown XX/XX/year> Last successful autopay processed. 
XX/XX/year> Scheduled autopay did not process. 

I received no advance notice that : Autopay had been XXXX, Autopay had disconnected, or Autopay was no longer active.

When I contacted Capital One, representatives gave conflicting explanations : Autopay was not set up.

Autopay was set up.

Autopay may have disconnected. 
I was warned late fees would accrue unless I paid immediately. 

These contradictions occurred across multiple accounts simultaneously. 

Autopay is an issuer-controlled risk mitigation system. When it fails without notice, penalizing the consumer constitutes unfair servicing. 



XXXX. Late Fees, Interest, and System Error Admission Late fees and interest were assessed after the autopay failure. 

On XX/XX/year> : XXXX XXXX  Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX admitted there was an internal application/system error. 

Following escalation : Late fees were retroactively waived within XXXX  days. 

This waiver confirms issuer fault. 

However : No written audit was provided. 
No written autopay status history was produced. 
No system error documentation was issued. 
No furnishing correction confirmation was provided. 

Fee waiver without audit transparency does not cure furnishing or servicing violations. 



IV. Card Lock + Audit Refusal After the autopay failure, I placed card locks to prevent additional transactions. 

I requested written confirmation of : Card lock timestamps Any post-lock transactions Autopay enable/disable logs Internal servicing notes Furnishing decision records Capital One refused to provide a full audit or written documentation confirming lock integrity or reporting accuracy. 

If transactions occurred while cards were locked, that implicates unauthorized processing risk. 

If no transactions occurred, Capital One should be able to confirm that in writing. 

They refused. 



V. Inconsistent Account States Across XXXX Accounts Screenshots during the relevant period show : Differing autopay status indicators across accounts Inconsistent past-due indicators Utilization distortions Conflicting internal account states This occurred simultaneously across XXXX accounts. 

This is systemic instability, not isolated error. 

Despite admitting system error and waiving fees, Capital One : Maintained delinquency pressure Allowed utilization inflation Failed to confirm correction of furnishing Failed to confirm suppression of inaccurate reporting VI. Furnisher Duties FCRA Exposure Capital One is a credit furnisher under XXXX U.S.C. XXXX. 

Once notified of : Autopay failure, Internal system error, Disputed account integrity, Audit request, Capital One had a duty to ensure : Maximum possible accuracy in furnishing Reasonable investigation of disputes Correction of inaccurate or unstable data Continuing to furnish delinquency or inflated utilization during known servicing instability violates furnisher accuracy obligations. 



XXXX. XXXX  Concerns This conduct constitutes : Unfair Penalizing the consumer during issuer-controlled system failure. 
Using delinquency leverage without audit transparency. 

Deceptive Conflicting statements about autopay status. 
Conflicting account-state explanations. 

Abusive Exploiting credit-reporting pressure while denying access to audit data necessary to verify the account. 



XXXX. Harm Financial : Late fees and interest assessed ( waived only after escalation ) Distorted balances during system failure Credit : Utilization inflation Past-due appearance Risk of derogatory furnishing Procedural : Loss of confidence in issuer-controlled safeguards Forced escalation Administrative burden across XXXX accounts Systemic : Simultaneous instability across multiple accounts suggests pattern-and-practice servicing weakness XXXX. Continued External Account Debiting After Dispute Notice In addition to the servicing failures described above, Capital One has continued initiating XXXX withdrawals from my external XXXX deposit account despite my active dispute of payment amounts and rate concerns. 

Facts : I disputed payment amounts due to high rates and account integrity concerns. 
Despite dispute notice, Capital One continued to initiate XXXX pulls from my XXXX account. 
These debits occurred while : Autopay functionality was in question, System error had been admitted, Audit transparency had been refused, Account balances and fees were disputed. 

This conduct raises additional compliance concerns. 



XXXX. Regulatory Concerns Raised by Continued ACH Pulls XXXX. Authorization Validity If payment terms, balances, or servicing logic are disputed, continued automated debiting raises questions about whether authorization remains valid under the circumstances. 
XXXX. Dispute Handling Integrity Once a creditor has notice that : The balance is disputed, The rates are contested, Servicing defects exist, Autopay status is unstable, continuing automated withdrawals without resolving the dispute XXXX constitute unfair or abusive conduct. 
XXXX. Regulation Z / Billing Error Context Under XXXX C.F.R. XXXX, creditors must properly handle billing disputes and can not use collection pressure mechanisms to override unresolved error claims. 
XXXX. XXXX XXXX XXXX XXXX debits from a separate institution ( Santander ) while refusing to provide a full audit or furnishing confirmation creates leverage imbalance and procedural unfairness. 



XXXX. Systemic Pattern Capital One : Allowed autopay to fail, Admitted internal system error, Waived fees after escalation, Refused audit transparency, Maintained furnishing instability, AND continued external ACH pulls during active disputes. 

This demonstrates a pattern of : Servicing instability Fee assessment Dispute Partial correction Continued automated extraction. 

That is not compliant dispute handling. 



XXXX. Additional Harm Because Capital One continued pulling funds from XXXX : My external deposit stability was affected. 
Budgeting and account predictability were compromised. 
I was forced to monitor multiple institutions due to issuer servicing defects. 
Risk of overdraft exposure increased at the external bank. 

This extends harm beyond XXXX XXXX  internal ledger.

Company response to consumer: Closed with explanation