Consumer complaint received 2025-03-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I have XXXX credit cards through this company. I do not dispute the charges or amounts. I'm disputing the charges going to the wrong account. I had a XXXX XXXX and a XXXX XXXX. The balance was getting high on the XXXX XXXX so I stopped using it in XXXX Of XXXX, because the payments were getting hard to make. So I started using the XXXX XXXX. On my payment app. It shows XXXX XXXX  balance and XXXX balance. The XXXX XXXX expired in XX/XX/XXXX, so in XXXX of XXXX my app.now says XXXX and XXXX card. I assumed their was a glitch or just some kind of mistake so I make my payments as usual. XXXX billing comes I get on the app. Still the same XXXX and XXXX, platinum is definitely long gone not on their anymore. I notice the balance on the former XXXX XXXX ( XXXX now ) had went up, not much but some. I thought it was kind of suspicious, but ok I make the payment. Now in XXXX I notice the platinum ( XXXX now ) went up again. Now I investigate the matter and see all my charges from my original XXXX card, not the new platinum XXXX card are going onto the platinum XXXX the one with high balance that I hadn't used since XXXX are going to that account, so this whole time since XXXX those charges were going to the wrong card. So I contacted capital one at least on XXXX separate occasions explaining the situation, the first account specialist said i lost my card and was just a jerk to say it nicely, the second call the account specialist the lady made a joke and asked me if I was just now remembering things. All in all very rude, on a positive note the last XXXX account specialist were professional and helpful. This situation came about from an upgrade that was made in XXXX from my platinum card to upgrade to a XXXX XXXX. Why would I upgrade a platinum card to a XXXX XXXX, I already have a XXXX XXXX, why would I want XXXX of the same card? I do not remember this upgrade that was supposedly made in XXXX. Once again I do not dispute the charges, I'm disputing that the charges are all supposed to be on the original XXXX XXXX  from XXXX acxording to Capital One. The proof of this situation is XXXX, on my app. I have XXXX different card numbers, and I have XXXX credit cards with the exact same card number XXXX, which I understand if their was an upgrade makes perfect sense. My platinum card and XXXX card have the same card number XXXX. My app. Says I have XXXX XXXX cards but with XXXX different account numbers. Capital one told me this is because I upgraded my platinum card. Why would i want XXXX XXXX XXXX, it makes no sense, that's why I'm saying i don't remember thus upgrade, but so be it. The problem is this whole time I thought I was charging to the low balance account the one I could easily afford the account is XXXX, because up until the end of XX/XX/XXXX the app. Said very clearly platinum card and XXXX XXXX, and than in XXXX when the original platinum card expired that changed. Remember I don't have a card with a XXXX card number, but my app. Shows this. I would like to get my platinum card charges not removed just switched over to my original lower balance XXXX XXXX  that I had thought originally I was charging too. Capital one can and myself go back through my charge history and see that the original XXXX XXXX  XXXX was the only card I charged on from XXXX up until the present but was charged to XXXX instead. And the former platinum card XXXX was not charged at all from XXXX which would show up as XXXX the card that i don't even or never had or have. Im only asking to switch the charges where they should be just because the higher the balance the more interest I have to pay, which makes it hard to pay towards the total balance. I hold credit cards with all major card companies and have never had any similar problem, and have never missed or made a late payment. The key problem is this upgrade that I don't recall, not saying I didn't get an email or a text maybe saying your card is upgraded and it caused confusion to me. But the facts remain i have XXXX expired XXXX XXXX and XXXX XXXX XXXX  with XXXX different account numbers on the app. But the credit cards i have, have the same card number, and I don't have XXXX card, never have. It is a confusing mess, i apologize for the long rant, just hoping for a satisfactory outcome. Thank you for your time.

Company response to consumer: Closed with explanation