Consumer complaint received 2025-04-09 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: MI

Complaint narrative:
Background on Initial Complaint : I had an automatic payment arrangement from my XXXX XXXX XXXX XXXX checking account to my Capital One credit card to cover monthly payments. On XX/XX/XXXX, Capital One notified me that my account was closed due to non-typical customer account usage, citing that my last three payments had not been processed. Consequently, my credit score plummeted by XXXX points due to the account closure and related penalties. 

Upon investigation, my credit union confirmed that the correct account details were used, and sufficient funds were available. However, they were unclear on why the payments were not processed. Capital One indicated that payments on XX/XX/XXXX, for {$25.00}, XX/XX/XXXX, for {$100.00}, and XX/XX/XXXX, for {$25.00} were returned. Yet, my XXXX statements showed successful payments on XX/XX/XXXX and XXXX. 

Neither the XXXX XXXX nor Capital One informed me of any failed transactions until XX/XX/XXXX, at which point the account was already closed. Despite the XXXX XXXX acknowledging a banking error and advocating on my behalf, XXXX XXXX XXXX Department refused to reopen the account or adjust the fees, penalties, or credit impact, citing an over-the-limit balance caused by these errors. 

I sought resolution, requesting either the reopening of my account or, at the very least, a waiver of the late fees and interest, along with rectifying the negative impact on my XXXX XXXX. I also requested written confirmation of findings and decisions from both Capital One and XXXX XXXX XXXX XXXX. 

Update as of XX/XX/XXXX : Between XX/XX/XXXX, and XX/XX/XXXX, I contacted my bank multiple times. They confirmed that there are no blocks on my account preventing Capital One from processing transactions. In fact, they noted that Capital One has not even attempted to process any transactions during this period, despite the payments being set up on autopay. 

Capital One 's app erroneously shows these payments as " returned, '' but there is no corresponding record of transaction attempts in my banking statements or app. After following my bank 's guidance to remove and re-add the bank account and attempting manual payments, Capital One still did not attempt any transactions. Scheduled autopay days between XXXX and XXXX also showed no transaction attempts by Capital One, indicating the issue lies with Capital One rather than with me or my bank. 

I submitted a complaint to the Consumer Financial Protection Bureau ( CFPB ). On XX/XX/XXXX, I received a response from Capital One stating they would not reverse their decision to close my account. They emphasized that the closure was due to business concerns unrelated to my creditworthiness and declined my request to waive the interest and past due fees. 

Capital One 's decision not to report this account to the CRAs from XX/XX/XXXX, onward does not address the previous negative impact on my credit score. The charges and penalties are not justified, as they stem from Capital One 's failure to process payments. 

I respectfully request immediate action to waive all unjust fees and interest, correct the adverse credit reporting, and provide written confirmation of the investigation and corrective measures from both Capital One and XXXX XXXX XXXX XXXX. 

I can provide all statements from XX/XX/XXXX - XX/XX/XXXX if requested from Capital One and XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation