Consumer complaint received 2024-10-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
I have a credit card through capital one. I have two different payment accounts available for making online payments through the capital one app. 1st is my capital one checking account, and the 2nd is referred to by them as my XXXX account ..... 

The problem is they charged me a nonpayment fee for the month of XXXX, when I made multiple payments in XXXX that did not go through due to some kind of error on their end, which they've refused to acknowledge. They say it's not a widespread issue but idk how it can be reported as a widepsread issue when they refuse to acknoedge any reports of it happening!! I just reported it to 2 different supervisors on 2 separate phone calls and nobody said they would even look into the issue, they just denied that it happens and acted like I was lying to them ..... 


I added the 2nd payment account to my profile back on XX/XX/year>, and every payment I made or attempted to make between then and XX/XX/year> was supposed to be drawn from that account. They will not allow me to remove the capital one checking as the default payment account, so I have to manually select the XXXX account as the payment account every time I make a payment, and that's what I've been doing every time. The first few payments I made that way went through fine, but then at some point, every payment I made would initially be approved and then after a few days it gets reversed. They tell me that their records are showing that all of those reversed payments were attempting to draw the funds from the wrong payment account, and they were reversed because that account didnt have funds. I'm trying to tell them this is a problem with their app because I KNOW for a fact that I was seelcting the XXXX payment account, and there must be some kind of problem on their end causing them to try to pull the funds from the wrong account, but they are not believing me..... 

For the month of XXXX, they charged me a nonpayment fee because every payment I attempted to make got reversed. I called to ask them whats going on, and to ask them to reverse that fee since its not my fault they keep rejecting my payments. They told me that all of these rejected payments had been attempting to draw the funds from my capital one checking account, which is NOT the payment account I had selected at the time I made the payment. I advised them of this and, like I said earlier, they essentially called me liar and said this was my fault. They refused to reverse the fee and they didnt even document this technical issue that I'm reporting to them ..... 

I will have proof that this is their error soon because I just attempted to make another payment from the XXXX account. I have a screen recording to prove that I selected the XXXX account when I put the payment through, and screenshots to prove that it is currently showing as a pending payment from the XXXX account. However if nothing has changed then the payment will be reveresed in a few days, and their records will say that it was attempting to draw the funds from the capital one account instead of the XXXX account.

Company response to consumer: Closed with explanation