Consumer complaint received 2024-02-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
This is in regards to my settlement plan with Capital One ( Venture Card ) I have been enrolled in a settlement plan for {$150.00} for 12 months since XXXX XXXX ( See attachment 1 ) This account is to be settled after 12 payments of which, as of this date ( XXXX  ), are 2 payments of XXXX ( XXXX  ) left, then it is paid as per agreed and settled. 

As of XX/XX/XXXX MYSTERIOUSLY my settlement plan has DISAPPEARED and is not showing. It is showing that I didn't have one. Never entered into one, and it didn't exist, and that I owe the full amount ... and " would I like to enter into a payment plan for the balance '' ... amazing ... ( See attachment 2 ) What is really amazing is that a payment for my settlement plan, as has been the case the whole agreement, was taken out on XXXX XXXX Which would make 10 payments with 2 to go til settled ( see attachment 3 ). 

There was a one payment error at the end of XXXX where XXXX XXXX deposited the money for the auto payment for XXXX into someone elses account, and it bounced back. I was unaware of this as I received no notice, and everything looked fine on my end. 

On XX/XX/XXXX ( XXXX ), over a week from the auto-payment ( it is a holiday and there was a banking error so that could happen ), I received an email from Capital One saying " The didn't receive my payment ( See attachments 4 and 5 ). I was surprised On XX/XX/XXXX as soon as I received the email I paid ( See attachment 6 ) the amount. You can see from the attachment the normal XX/XX/XXXX payment came out on schedule and everything was fine. I have 2 payments to go. 

I've included the email stating that my payment had posted as well - Confirmation code : XXXX ( See attachment 7 ) This issue was handled as soon as I was aware of it. If you read the email about the initial notification Capital One is aware that these issues CAN occur. It states in the text of the email : " This typically happens when there are insufficient funds in your account. But it can also happen for other reasons, like an account closure or accidentally MAKING A TYPO when entering your account information. You can contact your bank or give us a call at XXXX with questions. '' Also stated is : " If this payment was part of your payment plan, please reschedule it '' I paid it immediately ( XX/XX/XXXX ), and the next scheduled payment on my payment play ( XX/XX/XXXX ) came out as per normal. The payment plan EXISTS and is still IN EFFECT. 

So imagine my surprise when I log in and it's GONE. Just POOF like it NEVER EXISTED. I was going to pay the final 2 payments at once and have the account settled and closed, but SUDDENLY that option isn't available. 

I looked for a contact email but, and this is due by design I'm sure, here in the year XXXX  ... THERE IS NONE. They state over and over " Find the support you need. Contact us whatever way works BEST FOR YOU ''. ( Attachment 8 ). The way that works best for me, and for them sending me notifications is EMAIL but unfortunately they only receive SNAIL MAIL. Write a letter, with a stamp... 

On Monday ( XXXX XXXX XXXX I called the number that Capital One states " Please contact us for any account details or questions you may have. " XXXX. And was shunted to offshore support, of which the first 2 people couldn't understand what I was talking about and couldn't help me. 

On my third call the offshore rep basically understood what I was saying and transferred me to US support rep " XXXX '' ( I'm sure they have a transcript of this as well as the audio and I look forward to the response after it is reviewed ). 

" XXXX '' took her time with me after I described IN DETAIL exactly what was going on and saw what the issue was. She asked me " You set this up on the site not with a human right? '' which I did I selected the plan available back in XXXX ( see attachment ). 

She informed me that the plan had been " Voided Out '' because I " Missed a payment ''. Needless to say I was VERY VERY UPSET. Not only was the issue handled AS PER THEIR EMAIL ( XX/XX/XXXX ) on XX/XX/XXXX. Not only was the payment taken out. But the regular scheduled XXXX payment ( XXXX of XXXX ) was PROCESSED as well. 

She said it must be some mistake. How can you " void out ' a payment plan that was paid and then paid on time. Where you 'void it out ' after the regular payment... when there are two payments left. 

" XXXX '' informed me that she had to forward this issue to the " dispute '' department as she couldn't do anything. Dispute department?? I don't have any dispute everything is going as per plan with a small hiccup that was handled immediately upon notification, and YOU took the normal payment out ( XXXX of XXXX ) She told me there was NO EMAIL and NO direct phone contact I could have. I would have to wait on some mailed response, and she couldn't give me a time frame. She also informed me because now there IS NO settlement plan that any payment I pay, I only owe 2 payments of XXXX on my settlement plan, WOULDN'T go towards the settlement plan. So not to make any payments. 

While I sit here and wait. Can't get any answers. No email. No direct line. I fulfilled my obligations. Followed their guidance. They got the XXXX scheduled payments and now they say that I don't have a settlement plan. 

It's insane. I need help from the CFPB, thank GOD you exist, because this is a nightmare. 

All I want to do is fulfill our settlement agreement where I owe 2 more payments ( XX/XX/XXXX and XX/XX/XXXX ) and then the matter is settled. Agree to what we agreed upon, not have some underhanded " voided out after you paid us, never existed. '' settlement plan. 

This is nuts that I actually have to go through this process and can't get email, or phone support that can help, from a multi-billion dollar company. 

I wonder if I should XXXX XXXX XXXX or XXXX XXXX maybe they can help.

Company response to consumer: Closed with explanation