Consumer complaint received 2025-07-29 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: CA

Complaint narrative:
On XX/XX/XXXX, I set up auto-payment for my statement balance that month of {$620.00} through the Capital One app. And I only set up one payment, never two. The payment was set up to go through on XX/XX/XXXX and for the {$620.00} to be paid in full. On XX/XX/XXXX ( the due date for the payment ) the auto-payment set up through the Capital One app went through. 
However, for some unknown reason that Capital One has failed to explain to me why a second payment made to pay off that statement balance of {$620.00} was started by Capital One. 
Because of this, my checking account went into the negatives. I had about {$640.00} in my checking account, which was a little more than needed to pay off the credit card. The payment I set up went through and my checking account was left with around {$20.00} ( give or take a bit ). However, for some reason, on XX/XX/XXXX as well, Capital One processed another payment to go towards paying off that statement balance. Meaning that, for some reason, I was being charged twice for the same statement balance. 
A few days later, I called Capital One to see what had happened, why they were charging me twice for the same statement. During that call, I, a Capital One representative, and a XXXX XXXX representative ( checking account ), spoke in a three-way call to try to fix this. I was told that the second payment, a sort of duplicate payment if you will, that was taken by Capital One was going to be returned to my checking account. Meaning my checking account would no longer be in the negatives because that second payment was never supposed to happen. 
Despite all this, according to my checking account and another XXXX XXXX representative I called, the first payment, the one I set up on the XXXX, went through to Capital One. XXXX XXXX did have to return the second payment, but not the first one that went through. But now, Capital One is claiming that the first payment never went through at all. On the XXXX, the first payment ( the only payment that should have happened ) went through. And again, Capital One is claiming it never did and that it was returned to my checking account. 
Yet, on the Capital One app, the balance on my credit card that wasn't available went down ( meaning the payment went through ). And I got a message on the app a few days after the XXXX but before the XXXX saying that a payment of {$620.00} went through, but that at the same time I had an overdue balance on {$620.00}. So the payment went through and somehow still didn't. 
So on multiple occasions through different means I was made to know that my payment went through. But now Capital One is saying I still owe them, and they are charging me interest for it. Within the {$620.00} payment, I was also paying off interest ( in full ) from the previous month, but because now Capital One is saying I never even made the payment for the statement balance on XX/XX/XXXX I am being charged even more interest as well. 
On my end, I paid the statement balance on time which included paying interest from a previous month, and it was processed and received by Capital One. 
Now they are claiming no such thing happened and the interest they are charging me can not be removed because it is being charged fairly despite this unfair situation. On the XXXX of XXXX I attempted to pay off the {$620.00} that I still somehow owed ( despite Capital One telling me it was paid ) and it didn't go through so I had to try again on the XXXX.

Company response to consumer: Closed with explanation