Consumer complaint received 2025-11-19 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: KY

Complaint narrative:
I received letters in the mail on XX/XX/year> that were dated from XXXX XXXX and XXXX XXXX that stated : " Unfortunately an error was made on your Capital One account. On XX/XX/year> the account was mistakenly credited for the amount of {$200.00}. We wanted to let you know that we've removed any credits associated with this payment from your Capital One account. You will see the adjustment with in 1-2 billing cycles. Please not that you may need to make a new payment to your Capital One account to avoid any additional fees or finance charges. '' I have 3 other letters that state the same but include the dates of : XX/XX/year> the account was mistakenly credited for the amount of {$100.00}. 
XX/XX/year> he account was mistakenly credited for the amount of {$200.00}. 
XX/XX/year> the account was mistakenly credited for the amount of {$100.00}. 

So in total Capital One added a charge of {$600.00} to my account and reported that I was expected to pay this amount in full in order to avoid fees/finance charges. 

I do share this account with a family membrane had no reason to assume that these electronic payments were being made in error. 
I do always pay my bill in full each month and never accrue finance charges. 
I have been an outstanding consumer with Capital One for numerous years and have never been in default of my account at any time. 

Over the last week I have made numerous calls to the company trying to resolve this issue, however after speaking to at least 8 different customer service representatives, I have been repeatedly told that they admit their fault in the credits that were mistakenly placed on my account but expect me as the consumer to pay in full for their error in order to avoid fees and finance charges. 

I have all my statement which show these payments and they all appear normally as electronic payments under my name and account number. I never had reason to believe these were made in error or by default from Capital One. 

Representatives from Capital One have repeatedly told me they accept responsibility that the payments were made in error and should have been caught earlier and resolved. They have also stated that the payments could have been made by a third party that gained access to my account by mistake!!! 
This leaves me with great concern for my financial confidentiality and for the possibility that my account was accessed inappropriately and my identity could be compromised. 
Capital One refuses to tell me who or how my account was accessed by in error! 
Now I believe that I have every reason to assume that a breach of my confidentiality has occurred and that my financial information was accessed by fraudulent activity. 

I feel I should be allowed to have protection for my future from possible identity theft that could be in question after these above errors have been made. 

I have lost all faith in this company and its ability to treat consumers fairly and keep their information protected as law requires. 
As the innocent consumer I am in disdain that a company like Capital One can openly admit fault but pass the financial responsibility of their error onto the consumer! 

I had no reason to believe that all these payments that occurred over a period of months and during multiple billing cycles were anything but payments made in good standing towards my account.

Company response to consumer: Closed with monetary relief