
This morning when checking my Capital One credit card statement I saw a surprise item, a CREDIT BALANCE REFUND for $56.58. After some digging I found this is what shows up when a card user received a check requesting a refund of a credit balance (balance owed to the card holder by Capital One).
Online support was of no help, so after speaking to a customer support (and holding) for over half an hour, I got an answer.
Whenever I go to pay to this credit card, I’m able to pay up to 10% over the current balance, which I tend to do because there’s almost always pending transactions, and it all evens out (returning to a normal balace) within a day or two.
Capital One says, per their support document Getting overpayment refunds (emphasis mine):
If you have a negative balance, you have options to bring the balance back to $0. Keep in mind that in some situations this happens automatically.
Spend the negative balance: If you have a negative balance, use your credit card like you usually do, and Capital One will apply the account credit toward your purchases.
Get an automatic refund: Capital One will issue a refund if you don’t make any other purchases after two payment cycles. If you don’t use the money for up to four billing cycles, we’ll automatically send a refund check to the address on file. Note, your overpayment must be more than $1.
Request a refund: Capital One will mail your refund within 7 business days of your in-person or written request. Delivery usually occurs within 15 business days but may take longer depending on the mail carrier.
Here’s where the flaw was triggered. Apparently I made an overpayment for the past few months right as the payment cycle ending. Despite there being plenty of transactions during each billing cycle, and the balance wavering between a credit (from the overpayment) and debit (from normal use), because there was a credit at the end of a number of consecutive billing cycles, it triggered a check issuance. This was confirmed by the customer support person I spoke with.
This appears to be a flaw in their business logic, with the result being a bit of money floating out there in the postal system for no real reason. It certainly cost Capital One money to issue the check, so it’s a waste of time (for me) and money (for them). As I write this I have $641.30 in pending transactions on this account, with $588 of that from the days before the Credit Balance Refund was issued, so sending a refund check is nothing but extra work.
I was hoping to send this to Capital One to share this finding with them, but they don’t have a public email address and I don’t feel like spending any more time on the phone, so I just wrote it up here. Maybe / hopefully the customer support person I was talking with (and their manager, with whom they had to consult on the issue) log it as an issue.
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