Consumer complaint received 2024-06-27 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: CA

Complaint narrative:
On XX/XX/year>, I made a balance transfer from a credit card to my Capital One Spark Business credit card. It was much more than the payment that was due because I was going to make some large purchases on the card. I ended up with a credit of {$9900.00} on my Spark card. A few days later when I realized I was no longer going to be making those large purchases, I called Capital One and requested payment to XXXX out my balance. I was told that the only payment option was by check, that ACH was not available. I said fine to the check and was told that it could take up to 10 business days while they made sure the payment cleared, but that the payment had already cleared and it shouldn't be an issue. 

A few days later I received a call saying they needed to verify that it was me who made the payment and requested a check for the overpayment. They were requesting a copy of my identification and a bank statement to show that I made the payment. I explained that it was a balance transfer not a payment from my bank but that I could send the credit card statement showing the balance transfer. They offered two options : fax and email, but if I chose email I had to accept their terms that said they could send me emails that were not related to this case, i.e. spam. I said no and faxed them the statement from the source credit card and my driver 's license. 

On XX/XX/XXXX, Capital One contacted me to tell me the fax of the ID was blurry and they couldn't accept it, and that the statement I had sent them didn't have a bank account number on it. I explained again that this was a balance transfer from another credit card, and the statement I sent them clearly noted that it was a credit card statement and showed the balance transfer amount and the fee. They had been withholding my money for almost a month at this point and I just wanted my money so I conceded and agreed to their spam email terms. 

Fast forward to XX/XX/XXXX and I'd heard nothing from Capital One and they still had not sent my check. So I called them and was told that my account had been verified and that the issue had been resolved on XX/XX/XXXX. When I asked why the check hadn't been sent out, I was told they needed to know if I still wanted the check. DO I STILL WANT THE ALMOST {$10000.00} OF MINE THEY'RE HOLDING??? I asked why no one contacted me to ask me and was told they tried but couldn't reach me. I told them I never received an email, nor any voicemails nor missed calls to tell me the issue had been resolved and to verify that I still wanted the check. I told them I wanted a month 's interest on my money at 5 % APY which is what I would be getting in my account but they said they couldn't do that. They said the only way to send me my money was by postal service and they wouldn't expedite it to overnight shipping. I asked ( again ) about an ACH transfer and was told that ACH is available but only if you request it in the first 30 days. WHAT???? I DID DO THAT AND THE REASON IT'S BEEN MORE THAN 30 DAYS IS BECAUSE THEY DELAYED EVERYTHING AND HELD MY MONEY HOSTAGE! 

Now it's been a week since this last phone call and my account balance shows that they still haven't issued my check. I'm XXXX ( if you couldn't tell! lol ). They should not be allowed to hold a customer 's money for two months without a valid reason and without compensation. 

CapitalOne Spark Business Credit Card Case # XXXX Thank you and I'm sorry for the yelling.

Company response to consumer: Closed with monetary relief