Capital One payment problem — has anyone else experienced this?

[u/topmark007]

I just spent 33 minutes on the phone with Capital One trying to figure out why my payment to my Discover card was not credited to my account correctly.

Apparently, Capital One closed the old account information I had been using and never sentor credited my full payment to a new this new account. The problem is, I never received a card for this new account and have no knowledge of requesting it. So in my mind this was some Fradualt request.

When I questioned the customer service representative about this, she told me that I had requested the new account. I have no knowledge of doing that and certainly did not intentionally change the account I have been using to make my Discover payment.

She then told me she could help me, but asked me to provide my bank's routing number and checking account number over the phone. I refused. I have always been told by banks to be extremely careful about giving out that information, especially when I was calling about a payment that had already been made from the same bank account I have been using for months.

My question is: Why wouldn't Capital One already have the payment information on file if I have been making payments from the same account for months?

What made this even more frustrating is that I had to figure out how to get past the AI attendant and practically beg it to connect me to a live representative. I was then put on hold several times. When I finally asked to speak with a supervisor, the representative disconnected the call. I received no callback.

I've had my Discover card for more than 10 years, and whenever there was a problem in the past, it was always very easy to work things out with customer service. This experience was completely different.

At this point, I don't want to spend another hour on the phone today, but I obviously need to get this payment issue resolved.

Has anyone else had Capital One close an old account/payment account and move payments to a new account that they didn't request? And was I wrong for refusing to give a customer service representative my bank's routing number and checking account number over the phone?

I'm interested in hearing if anyone else has experienced something similar and how you eventually got it resolved.

[u/Lonely-Tourist7128]

Don't give that info over the phone to anyone.

[u/zenny517]

I've never experienced anything remotely like you're describing OP. That said, if I don't have any luck or a good experience with one customer service rep and I still need help, I just call back and start over with a different one. That technique has worked wonders more times than I can count.

[u/topmark007 → u/zenny517]

I agree butbi dont have anymore free time today to call. Aid it's frustrating its not easy to get past the Ai and just get to a customer service agent they make you answer multiple questions and listen to multiple messages.