Consumer complaint received 2025-08-21 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE

Complaint narrative:
On XX/XX/XXXX I erroneously submitted a payment through my bank 's online bill pay to my XXXX XXXX Capitol One card. This payment was meant for another card ( who's bill pay information happens to be the line just under the capital one on my bill pay ). We are in the process of moving, which is extremely expensive. This was not a small payment. This payment was in the amount of {$7600.00}, which is the amount that I owed to the other credit card company. I immediately called my bank upon realizing my error and since the transaction had already posted to my account they were unable to get it back and I was told I would need to request a refund from Capitol One. I am going to add here that I owed Capitol One XXXX dollars and had a XXXX balance on that account. I am in good standing with Capital One and have never made a late payment. I also have not used my XXXX Capitol One card for ANY purchases in several years. Upon calling Capitol One customer service I was told that I needed to call back the next day on XX/XX/XXXX because the payment had not posted yet. I requested at that time, that if the payment hadn't posted that they please refuse it so it could go back into my account. They stated that this was not an option. I called back on XX/XX/XXXX as I was told. My account on that date indeed showed that I had a CREDIT in the amount of {$7600.00}. I explained IN DETAIL what had happened. I was told at this time that they would put in a refund request, she did tell me that there was a review period of up to 15 days but theres nothing to review as she had added the details of the issue to the request. I called back XXXX weeks later after hearing nothing. I was told at that time that it was " still under review ''. I stated that there was nothing to review, it was a very cut and dry issue and it was obviously a CREDIT on the account and I didnt owe them any money. I asked to speak to a supervisor or someone in management. That individual told me that there was nothing that could be done to expedite the issue but that my review period was XXXX BUSINESS DAYS ( XXXX weeks ) and I could call back on the XXXX as that was the final day of the review period. I waited and called back on XX/XX/XXXX. At that time the customer service representative stated that she " couldnt see anything on the account '' and while she could see the credit to my account she couldnt see where a check had been issued or requested. She offered to submit a refund request. I was very upset and confused as I had explained multiple times to multiple people that I NEED the money returned to me as I owed the money to another company. She stated that she would submit the request but it would be " subject to a waiting period ''. Today I called again and this time I was told that there was a note on the account from the XXXX that said " check can not be issues as this is still under investigation ''. I asked again for a supervisor. I got someone who said " there are several reasons why an investigation XXXX be continued or extended '' and " they have to make sure no money will try to come through the account before issuing a check ''. At this point I requested that my account be closed ( as no transactions will be able to come through if the account is closed ) and then there would be no reason to continue to hold my money XXXX for no reason. I was then told that the account couldnt be closed as long as there was an open investigation happening and I would need to wait to close the card until the investigation was over. I stated that there was nothing to investigate, that I had called immediately with the issue and it was explained in detail and there isnt anything else to add. She said she could " put an expedite on it '' and there " management team could review the investigation '' and get my money to me " as soon as possible '' but that there was a 10 day REVIEW PERIOD for this as well. This is TERRIBLE customer service and TERRIBLE communication and at this point CAPITOL ONE HAS STOLEN FROM ME as I was told my refund check would be issued after the initial " review period '' and it has NOT been. There is no reason for this. ON TOP OF ALL OF IT THEY ARE REFUSING TO ALLOW ME TO CLOSE THIS ACCOUNT. At this point I feel like my next step needs to be to obtain legal counsel.

Company response to consumer: Closed with explanation