Consumer complaint received 2025-09-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
I have always had XXXX separate Capital One credit card accounts, a XXXX and a XXXX. At some point, Capital One sent me a new card to replace my XXXX XXXX, but they gave it the same card number as my existing Silver card. These were supposed to be XXXX different accounts, and they always had different numbers before. I didnt know they had given both cards the same number, and nobody at Capital One told me this was happening. 

Because of that, I thought I was using XXXX different cards like I always had. I was using both, paying both every month, and trying to manage my credit the right way. XXXX card ended up with all the charges, and the other sat unused, but I kept paying on both because I thought they were still separate. I had auto-pay set up and made extra payments too, but I had no idea everything was being charged to just XXXX account. 

This went on for over a year. About a month and a half ago, I found out the cards had the same number. When I called Capital One, they just said to destroy the old card. They didnt explain why it happened or take any responsibility. They sent me a new card, but the damage was already done, interest had added up and now I was behind on XXXX account, even though I had always paid what I thought I owed. 

On XX/XX/XXXX, I called again at XXXX XXXX  and spoke to XXXX different people. XXXX was XXXX, who kept repeating himself and kept asking me to give him information I had already explained over and over again. He wasnt listening and gave me the runaround. Then I spoke to XXXX, who gave me limited info about when the cards were opened and how much the balances were. He said something like he could help me fix this if I calmed down, and mentioned there would be either an Option A or Option B, but never explained what either option meant. Then he randomly said something like, you just have to contact your bank, and then completely stopped mid-sentence and dropped the thought. He didnt explain anything after that. He was supposed to be the customer service supervisor, but then he transferred me to someone else. 

He sent me to another supervisor named XXXX or XXXX, who gave me her ID as XXXX. She was polite at first, but quickly became rude and dismissive. I explained the situation to her clearly and told her that I had always paid my bills, never missed payments, and didnt know all the charges were going to XXXX account. I asked her to review my last 18 months of account history, because that would show XXXX card had barely been used while I was still making payments on both. She ignored that and kept saying the charges were mine and there was nothing she could do. I told her the previous rep said he was going to try to help me, but now I was being told there was no help at all. I told her no one was helping me or even explaining anything, and she just dismissed everything I said. 

I was recently charged a XXXX dollar late fee because my auto-pay wasnt enough to cover the new minimum. That only happened because of all the interest that built up on XXXX account, which again, was not my fault. I never missed payments, Ive always paid on time, and Ive tried to be responsible. This problem only happened because Capital One gave XXXX cards from different accounts the same number without telling me. 

Everyone I spoke to was rude and unhelpful. They refused to look into the account history or take ownership of the mistake. This has caused me stress, debt, and unfair charges that I should not be responsible for. Im requesting a full review, refund of interest and late fees caused by this error, and a written explanation for how this was allowed to happen.

Company response to consumer: Closed with explanation