Account was closed on 5/08/06. There was an overpayment on the account for $4,430.54 (credit). Until now, I still have not received the credit. I spoke to Darlene, ID # 7268, from the executive office today, July 28, and was advised that it will take another 15-20 business days to process the refund.
By the time the refund was processed and if in case, I receive a check, I will be receiving the check last week of August. From May 8 Aug 31, that is almost 120 days that they have held my money.
Details:
Credit Limit on the Capital One Account was $500. Since they always charged me a late fee and interest rate at 24% for a very minimal cerdit line of $500, I transferred a payment from my Citibank Credit Card to pay this account.in error, instead of transferring $500, I transferred $5,000 from Citibank to my Capital One Account. There is a credit on the account for $4,430.54 (after deducting the fees & finance charge).
May 8 I requested that the account be close and the credit issued to me or to Citibank, who ACH the payment. I was advised that the credit on the account would take 30 days to be processed and be issued and 7-10 days mailing time under my name. They will not return money to Citibank. I was advised that if the money will be returned to Citibank, it will be a balance Transfer for me & they will charge me a balance TF fee for my credit. After numerous TF from Customer Service to an account Manager, the account specialist said they will do an exception report, so check will be issued within 5 days.
May 22 Received Capital One Check payable to Tindahan.
May 23 Called Capital One, was Transferred to many account managers and Finally to Roger. Roger said, they'd cut the replacement check on that day, May 23, payable to Tindahan/Stephanie Florece.
May 29 received a check payable to Tindahan again. I called and spoke to customer service and was transferred to Patricia, an account manager. She advised me that she will remove tindahan on the business name and issue a check and will take 30 business days to process. I told her no, I've been waiting for this check, so I can return it to Citibank. Patricia promised me, she will call me on that Saturday, June 3, to tell me status of my refund. I never received that call.
June 9 called and spoken to Terrence, ID # HO51. He advised me that a check had been cut on June 2. Advised me to call Payment Resolution, since he said, he can't see any credit on the account and can't do anything.
June 10-June 30 I just waited since if they cut a check on June 2, with their 30 day processing, I should be receiving the check within that week.
July 2 I called and spoke to an account manager. She said check was issued on June 2, under Tindahan again, so it was sent back and re-issued again under Stephanie Florece on June 16 and it will take another 30 days to process. I was disappointed already. Rather than call them again, I decided to wait for my check on July 16 (30 days from June 16)
July 19 - I called Capital One asking for my check. I was cut off two times. I was on hold while being transferred to an account manager and was cut off again. I spoke to Essince, ID GF36, was cut off. I spoke Cristina (NK 92 or NR 97) & Socorro and my calls were both cut off. Finally, I spoke to Felicity, RK 63, and she said she will file an exception and the check will be processed within 5 days and UPS to me. I mentioned I won't be calling again, since she assured me
already.
July 26 I called at 1:33 PT and spoke to Albina, HF23, account manager. She said there was a check issued and check would be sent through UPS that day, July 26.
July 28 I called Capital One again since I have not received UPS delivery. I was on hold for 3 minutes and was transferred to Debra, an account manager. Debra advised me that there was no check issued within the week of 7/19-7/26. She can put a request for the refund and it will take 15-20 business days. I told her I need to speak to payment resolution and she said she is in payment resolution. I told her I need to be transferred to another person to help me with this.
- Debra advised me that a check had been issued and there was a duplicate, so it was sent back again. I told Debra I need to speak to payment resolution.
- I was on hold for more than 5 minutes and I was transferred to Frank, UN14. Frank said they'd process the check in 15-20 business days. He mentioned check was issued in May. I told him I already know that. Fact is, if a check has been approved for payment (which in their case is 30 business days to process), then, sending a replacement should not another 30 business days to process. He said he does not have an idea why check was returned.
- Frank mentioned it will take 15-20 business days to process since he does not know if payment was already made. Capital One is a big company, they should know if payment was issued.
- I was transferred to Darlene, ID #7268, she said that they will process this credit in 15-20 business days. She said she cannot do an exception since they are having a system upgrade.
Please advise me whether it is legal for them to keep a credit on the account for more than 30 days although the customer has already requested for the credit and the account had been closed.
Stephanie
sunland, California
U.S.A.
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