Consumer complaint received 2023-08-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I XXXX XXXXXXXX would like to submit a complaint for Capital One Quick Silver Credit Card. On XX/XX/2023 I tried to make a purchase to pay for gas and it was declined. Then I tried at the grocery store, but the card declined again. Therefore I logged into the online banking for my Quick Silver credit card. And the account said that it had been restricted. I called customer service immediately and was disappointed in the responses received. I then asked to speak with the manager. I was told by the manager that a notice had been sent out on XXXX  he said that I would receive it by the next day. Then I asked why was he not able to explain to me over the phone the reason that I had no access to my credit. He stated that it may have been for going over the credit limit. I asked him to look at my account and explained that I have credit available and my payments are current so why don't I have access to utilize my credit? I also asked for the customer agreement to help me better understand why my account has been restricted. The manager for customer service said that it would take 30 days for Capital One to send me the customer agreement. And he still was not able to give a direct answer as to why my account was restricted. I have not received a notice or explanation by email, mail, or phone as to why my account has been restricted. 

I am writing this letter to bring to your attention a series of issues I have encountered with my credit account, which has caused significant hardship and inconvenience for me. I would like to formally register a complaint against Capital One Quick Silver Card for the following reasons : adverse action, misleading information, denial of credit access, and non-notification of account changes before or after changes were made. 

I have recently experienced an adverse action after using my credit card for a transaction. The adverse action resulted in severe physical discomfort and financial distress. As a responsible credit cardholder, I promptly reported this incident to the Capital One customer service helpline. However, I was met with unhelpful and dismissive responses, which only exacerbated my concerns. 
The representative I spoke with was uncooperative and failed to provide a satisfactory resolution to the issue. 


Furthermore, I must express my disappointment with the misleading information provided by your company 's representatives. On multiple occasions, I contacted your customer service department seeking clarification on my credit limit and available credit balance. Unfortunately, I received conflicting and inconsistent responses, leading to confusion and an inability to manage my credit effectively. 

Most distressingly, I have been denied access to my credit, despite my timely payments and adherence to the terms and conditions of my credit card agreement. This denial has caused significant financial hardship, as I have been unable to meet my financial obligations and purchase necessary items for my daily life. 
As a loyal customer of your company for three years, I am deeply disappointed by the manager that I spoke with, the manner in which my concerns have been handled, the lack of assistance provided, and the negative impact these issues have had on my financial well-being. 

I believe that it is in your company 's best interest to resolve these issues promptly and amicably. However, should my concerns continue to be disregarded or not addressed satisfactorily, I will have no choice but to escalate this matter to relevant regulatory bodies and seek legal counsel to protect my rights as a consumer. 

I trust that you will give this matter the attention it deserves and provide a prompt and satisfactory resolution. I expect to receive a written response within 5 days of your receipt of this letter. 

Thank you for your immediate attention to this matter. I anticipate a swift resolution and a restoration of my confidence in your company.

Company response to consumer: Closed with explanation