Consumer complaint received 2022-03-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Issue : In the process of attempting to utilize a 0 % Balance Transfer Offer, I was informed by Capital One ( with whom I've been for over 22 years ) that - despite being in good-standing with a zero balance - that my XXXX XXXX XXXX  account is now being 'handled ' by their Collections Division. I followed up in writing, and the response is that despite there being no causation for doing so, my account currently resides in their 'collections ' division, and several perks ( such as the 0 % balance ) are not available to me. 

Detail : XXXX XX/XX/XXXX- I received a 0 % Balance Transfer offer from Capital One via email. 

Weds XX/XX/XXXX - Decided to transfer {$2000.00} down payment for a new car from another card. 
- When online attempts failed for no reason, I called to initiate the 0 % offer. 
- The automated system affirmed I was eligible for the 0 % offer. 
- The Agent placed me on hold for 10 min. and informed me she'd transfer me to the department that could help me. 
- Upon asking which department this was, I was told " Your account is in 'Collections '. 
- I was stunned. I make 2-3 payments/mo., my balance is zero. Even Capital One does not dispute that nothing in my recent history would indicate a need to place my account in 'collections. ' - I spoke with two agents and a manager. Although they all concurred that it seemed 'strange, '' all three representatives said that they " could not tell me over the phone '' why my account had been referred to " collections. '' My only recourse was to write to " General Correspondence ''. 
- Immediately after getting off of the call, I noticed that I received a new email offering me a 0 % Transfer ( ... after just being told it could not be honored ). 
- I faxed a letter ( attached ) on Thur. XX/XX/XXXX at XXXX and got an acknowledgement of receipt. 

XXXX XX/XX/XXXX - In the early morning hours, I received a letter from Capital One specifically asking me to " Please give us a call at XXXX '' ( note : it did NOT say to 'wait 7-10 days while we investigate ' or anything. Just call ). See attached. 
- XXXX XXXX on XXXX XX/XX/XXXX, I called the XXXX number. 
- The first Agent ( # XXXX ) said she would need to check with a manager. 
- After a two minute hold, Agent # XXXX said her manager said that I needed to wait 7-10 days while they looked into the issue. 
- I quoted my letter, indicating that it specified no such time-frame, and I asked to speak to her manager.

- The manager ( XXXX ) was very nice, and very understanding. When I outlined the situation, she offered to essentially 'walk my letter ' to the back-room herself, and try to get an answer. 
- After a 10 minute hold, I was informed that " Yes '' my account was unblemished and in good-standing, yet... It was also being handled by " collections. '' - Further, the 2nd offer of 0 % ( received on XX/XX/XXXX ) could not be honored. 
- I stated that this was unacceptable, as I was being given no reason. 
- I asked if it were possible to simply 'remove ' me from " Collections '' and place me back in the 'normal ' system since there is no evidence of any issue. After another 10 minute hold, I was told No.

- I pushed further, stating that it was unacceptable for Capital One to ask me to be content not having access full-access to card benefits with no reason given.

- After another 5 minute hold, XXXX informed me that " Since she could offer me no further assistance or insight, she had been instructed by management to 'disconnect the call '. '' - After I stated that while I was grateful to her personally ( she was nice, and seemingly 'understanding ' personally ), I was very disappointed at how Capital One was handling this situation, and we ended the call. 

I am being asked to simply " accept '' that my account has been placed in their " Collections '' division, and has 'restricted ' benefits, although I have perfect payment, no missed payments and usually pay off my balance every month ( with the exception of XXXX, XXXX, due to holiday travel/purchases ). But all payments were made on-time. I am attaching my statements dating back to XXXX, XXXX ( the month of XXXX ) which verify everything I have stated. 

I have been a member of Capital One for 22 years and 6 months. I've had this particular card for nearly 6 years ( I was even granted a credit line incress in XX/XX/XXXX ). I am concerned that there may be some issue with fraud or hacking with my account. I fail to understand why nobody can tell me why or how an account with a zero balance and a track record of being paid off monthly could possibly be in collections. Furthermore, it is unacceptable that I am being asked to be content to not have access to full card benefits without being given a reason.

Company response to consumer: Closed with explanation