It is extremely troubling to me, after being a client of yours in good standing since 1997, to realize our relationship is so strictly one-sided. I recently learned that in the year I had made a overpayment on my account in the amount of $111.86. I've since learned that you had supposedly sent me a refund check for that amount. Unfortunately for some reason that check was returned to you in November and place in a returned mail status, not back into my active account.
Since I have had an active account with Capital One all along, with the same account number, same phone number, same billing address at that time, and all pertinent information given to all creditors, I feel that you did not use due diligence in trying to return those funds to me. I have always tried to keep my accounts current, as your records will indicate. (As you can see by your own records, my account has been paid regularly).
On Aug, 16th I talked with one of your supervisors, who confirmed that I did have a refund check coming. She assured me that she would complete the necessary paperwork to have the check resent to me. She informed me that it might take a few weeks for me to get the check. I suggested that she just credit that amount to my current outstanding account balance, but she said she had to mail me the refund instead. I waited, watching for that mail to arrive, but it never came.
On September the 10th I called and spoke with a different supervisor, who informed me she would recheck the status of that refund and call me back within five days. On Tuesday of this week she called with a new story; claiming that the check had been forwarded to the state of Florida in 2005 and I would have to contact the state of Florida to get my money.
This whole scenario sounds inconceivable to me, as I have continued since 1997 to receive your statements, pay my outstanding payments, in a timely manner; and, in that time have never received credit for the amount of my overpayment. I feel that my account should be credited for all the overcharges in interest calculated by my existing monthly outstanding balances. This credit and the adjustments should go back to November of and be recalculated on each monthly statement that I had an existing balance.
This whole situation is the fault of Capitol One. Your procedures (or lack of procedures) in dealing with your long term clients is atrocious. I'm sure that if I were behind in my payments to you by five years, you would undoubtedly do everything within your power to ruin my credit reputation.
I think it would be no more than proper, for Capital One to compensate me with the same amount of interest you charge me monthly, since you have had the use of my overpayment for 5 years.
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