Consumer complaint received 2025-05-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE

Complaint narrative:
Dear Capital One Claims Department, My name is _____, and I am writing to escalate an ongoing and increasingly damaging issue related to Claim ID # XXXX. This claim was originally filed on XX/XX/year>, but the underlying problem dates back to XX/XX/year>, when Capital One improperly flagged a legitimate rent payment as fraudulent. 
The flagged transaction was a recurring rent payment through Flex Financialone that has been processed without issue on a monthly basis for over a year. I received no notification from Capital One regarding the fraud determination. As a result, the payment was rejected, and I incurred a {$120.00} late fee and a {$50.00} non-sufficient funds fee, totaling {$170.00}. 
I followed all required procedures : On XX/XX/year>, I contacted Capital One by phone and was informed the payment had been marked as fraud without explanation. I was advised to call back after confirming the late fees. 
On XX/XX/year>, I spent 44 minutes on a call with a representative who took all the necessary information and assured me a claim was filed. 

However, when I followed up on XX/XX/XXXX due to a lack of response, I was informed that no claim had ever been filed. I was disconnected during one of the calls after being denied access to a supervisor. I called again and was told by a supervisor that the claim would now be filed22 days late. I then submitted the full rent payment of {$500.00} on XX/XX/year>, which included the {$170.00} in late fees caused by Capital One 's error. 
Unfortunately, this situation has now worsened significantly : Yesterday, XX/XX/year>, Capital One reversed my rent payment to my leasing office without notice 9 days after it was paid, triggering an additional {$50.00} late fee. Now I have to pay back that {$500.00} PLUS this new {$50.00} fee which is due TODAY on XX/XX/year>. My apartment complex now states that I owe {$1300.00}, rather than the {$800.00} owed prior to this issue. This financial burden has escalated solely due to Capital Ones repeated mishandling of my account.

I spent 1 hour and 32 minutes on the phone today with three Capital One supervisors. While they confirmed that the case was being escalated again, I was told that Capital One will not reimburse me for the additional late fees or losses caused by these actionsdespite clear evidence that this situation originated from Capital Ones error.

To summarize : A legitimate, recurring rent payment was flagged as fraud without notice. 
I incurred avoidable late fees as a result. 
I was misled into believing a claim had been filed. 
My claim was not processed until 22 days later. 
Capital One has now reversed my rental payment and caused further late fees on top of my rent being 2 month 's behind now. 
My total out-of-pocket cost has now grown to $ XXXX, and I am facing eviction risk due to non-payment, through no fault of my own. 

I have already submitted a formal complaint to the Consumer Financial Protection Bureau and will now be submitting a second complaint including todays events and lack of resolution. I am requesting immediate intervention and a written update from Capital Ones claims or executive resolution team. I am also requesting a full internal review of all phone calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
If this matter is not resolved promptly and in full, I will be pursuing legal counsel to explore my options for recovering damages related to Capital Ones negligence and mishandling of this matter.

This matter is urgent. I am on a fixed income and can not afford the financial harm caused by repeated administrative failures on Capital One 's part. 
Please confirm receipt of this message and advise on the next steps toward full reimbursement.

Company response to consumer: Closed with explanation