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Capital One Charges


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My wife has a Capital one card to which she has payed the minimum payment each month by Direct Debit each month. She has never missed a payment since opening the account.


At present she is unable to work due to recovery from a serious illness and receives Incapacity Benefit. Recently the monthly payment of £6.49 was due on 18th July, the same day as her benefit payment was due in the account. For reasons beyond her control the benefit payment was delayed by one day and the direct debit payment for the cap one account was returned. As we realised there was a problem with the DD we went online on the 19th and paid the amount that had been returned (£6.49), which was still within the payment date of 21st July.


A couple of days later she received a letter stating that the DD had been returned and she had been charged £12, as per their T&Cs. It stated that this would show on her next statement. When the statement arrived it also show that they had charged her another £12 as an overlimit charge.


I find this very frustrating and unnecessary as there was no opportunity to bring the account back within the credit limit before they put the charges on. She now has a minimum payment of £30.79 to pay by 20th August. As stated earlier, she is on benefit and has to budget her benefit payments out for the month. She cannot afford to pay this amount due to this.


We fully appreciate that these charges are set out in their T&Cs but we think she has been treated a bit harshly here.


Is the best route forward to make a formal complaint in regards to this, stating our disappointment with their actions. With debt issues a major problem these days you would think they would be a bit considerate with their actions.


Any advice would be appreciated. Thanks.

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Was the delay caused by the recent bank IT melt down?

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