Consumer complaint received 2024-01-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
XX/XX/XXXX & XX/XX/XXXX - I made a double payment to my credit card account by accident. On XX/XX/XXXX I disabled my auto pay and made a manual payment in the amount of {$9800.00} to XXXX balance my account. The next day my auto pay went through in the same amount. 
XXXX - I requested a refund check in the amount of {$9800.00}, instead a credit balance was posted to my account. 
-- >In the weeks following I made several calls to Capital One to rectify the situation as I did not want a credit balance, instead I wanted a refund check. Two separate checks were sent, one in the correct amount which I attempted to deposit but it was returned by my bank as Capital One had issued a stop payment on the check. The second check was in the amount of {$9600.00} deducting interest on the account. I was told to discard this check which I shredded upon arrival. 
XX/XX/XXXX or XX/XX/XXXX - another call to customer service and I was told a check for {$9800.00} had been re-issued and was on it's way. 
-- > I requested on several calls to have the fastest refund payment possible. I was told on two separate calls that an ACH deposit request was made and in process, no ACH deposit ever received. 
XX/XX/XXXX - I call Capitol One again to find out the status of my refund. I am told the previous ACH was never submitted and the agent on the phone was submitting again for review. I would be contacted in 5-10 business days with an answer on the ACH request. Never received any call or communication about ACH. ( Case # XXXX ) -- > I write and formally send two letters of complaint to Capital One financial corporation in Califnornia and Virginia. No response as of XX/XX/XXXX. 
XX/XX/XXXX - I receive a new check in the amount of {$9800.00}, I am unable to deposit before a long holiday vacation. I deposit the check on XX/XX/XXXX and the funds are posted on XXXX XXXX 
XX/XX/XXXX - I receive notice that the check I deposited in my bank has been returned and a stop payment from Capital One. 
XX/XX/XXXX - I call Capital One and I am told that check ( check # XXXX ) was issued on XX/XX/XXXX and had a stop payment. I am told a new check ( check # XXXX ) was issued on XX/XX/XXXX and should be arriving in a matter of days. Agent, XXXX assured me that the check did not have a stop payment issued on it and I should wait for this fourth check. ( Case # XXXX - customer service senior agent, XXXX ) Initial double payment XX/XX/XXXX & XX/XX/XXXX of XXXX. Here I am on XX/XX/XXXX and I still have not been able to collect my refund in the amount of {$9800.00}. I have closed my credit card account with Capital One as of XX/XX/XXXX and have no open accounts with the bank. I have requested multiple times to have my call transcripts emailed to me so that I can review the dates, case # 's and check numbers and sort out the sequence of events. The agents will not share my transcripts and claim they can not escalate mt issue to another level or transfer to another department. The phone # I am calling is the public customer service number listed online for Capital One, XXXX

Company response to consumer: Closed with explanation