Consumer complaint received 2025-02-28 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: GA

Complaint narrative:
I have been with Capital One for about 5 or so years now. I have had issues where my payment returned due to the timing in which the money came out of my checking account, probably every year except for the promotional year. I have never been late to where as it was reported to the credit bureau. In the past I have made my payments the same day and the credit would be available the same day. And when it was not available the same day, I have called Capital One to have the the credit be available same day, and they would without an issue. Yesterday on XXXX XXXX XXXX XXXX XXXX  or so, I made a payment for {$400.00}, now on the app it provides the Earliest Available Date for the payment or the next day after. The earliest available date for the {$400.00} was XX/XX/XXXX, for the payment to post, and also in that case for the credit to be available. Once a consumer selects the " payment button '' in the app and then selects the date, the options for what days for the payment to be submitted comes up. In that it says " Payments made before XXXX XXXX XXXX will post same day ''. Now after I made my {$400.00} payment, I called to have the credit available to me same day, like in the past I have done. What was shared with me by the representatives and a manager XXXX who works in Fraud and Customer Service allegedly, they shared with me that the payment will process at XXXX XXXX and the funds will be available next business day. I shared with them that I have requested to have the credit available in the past after making a payment. They shared with me on the phone call that, that has never been the case and that there policy has always been that the payments post next day business day, and credit is available the next business day. I informed them that in the past I have called to have credit available the same day after making a payment and they did it without issue. I asked them if they could provide information to me in writing where it explains this regarding payment processing. None of the representatives nor the manager could, they kept sharing with me that after speaking with other departments that the payment process they shared with me is the only process. In fact As of XX/XX/year>, in their terms and conditions for the Capital One Consumer Card it says under the Payment Processing section that " We may delay the availability of credit until we confirm that your payment has cleared ''. I. Informed them of this and let them know that they can call my bank to ensure the funds are in the account, and that I actually will be paying the card off the next day which is today XX/XX/XXXX, in which a payment has been submitted for that. They refused to call my bank to ensure the funds were in my account. After being told no, and informed that it was not possible for it to be done for the credit to be available same day, I was forced to use another card not with Capital One. I called back later that night at XXXXXXXX XXXX on XX/XX/XXXX, to Capital One to complain about what transpired that morning and since I did not share with the previous manager and representatives what their app shows consumers after they select the payment button and the information about the earliest a available date and so forth ; inform them of this as well. Also even when a consumer looks up on XXXX if credit is available same day with Capital One after making a payment it says the payment does post the same day. What the representative shared with me yesterday evening, was that I was correct about the payments submitted, and credit being available same day, and Capital One does call the consumer 's banks to ensure funds are in the account to cover payment. They shared with me that there is a criteria that has to be met, and that I did not meet the criteria, to have the credit available the same day. The representative shared that the criteria requirements are at their company 's sole discretion and that they do not have to share that information with the consumer because it is internal information. I asked if the credit made available information, and for consumers having to meet a certain criteria to have credit available, was in the terms and conditions, the representative shared with me that it is not. I asked them is the information that says the credit being available same day is at their sole discretion is in the terms and conditions, the representative said to me that it was not. The representative is correct and the information is not the terms and conditions and I asked them how could they enforce something that I did not agree to or even know about, the representative could not answer that question. The credit being available same day is even advertised on the statement under the section " When will you XXXX XXXX XXXX '' it says " For mobile, online or over the phone, as of the business day we receive it, as long as it is made by XXXX XXXX XXXX XXXX' Capital One should still be looked into and the case the {$2.00} XXXX in interest should have never been dropped especially when they treat a consumer this way, and don't adhere to the written information they provide to their consumers. It's XXXX XXXX XXXX, and the credit of the {$400.00} which was paid yesterday XX/XX/XXXX XXXXXXXX XXXX is still not on my account, even though the manager and representatives shared that it would be. There are certain expenses like car rentals where they only accept credit cards, for instance XXXX does not accept Debit cards to book a rental if it was booked within 24 hours, and you try to pay for it at the counter and 24 hours has not passed yet. Capital One needs to be looked into, because providing misleading information like this, and not honoring agreements or what they advertise in their statements, is not consenting to honoring consumer rights.

Company response to consumer: Closed with explanation