Consumer complaint received 2021-01-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX a CFPB complaint XXXX was filed against Capital One. Please see attached complaint ... On XXXX, Capital One responded to the complaint and attached documents that further proves that they failed to update the address and other issues that were addressed in the prior complaint. The street address is wrong! Their correspondence which is over 20 pages long also shows that the address on the statements are incorrect. They have the street as XXXX instead of XXXX. They have not sent the correspondence that they attached to the previous complaint via US Mail per the complaint. This company has also discriminated and retailed against the account holders by restricting the account because a complaint was filed against. When attempting to log onto the app in the earlier part of XXXX, there was a {$2.00} balance left owed on the account. There was an {$8.00} rewards credit available. We attempted to apply the cash back rewards of {$8.00} to the balance 3 times, each time it said that it was processed and would post within 1-3 days. Neither time was it processed or applied to the balance. On XXXX, a payment was attempted via the Capital one app and was also rejected because the account was restricted. We have called more than 3 times to get this matter resolved and to obtain a clear understanding of the restriction. The first call, the representative stated that the account owner needed to send in a state id or driver 's license. They also advised that a letter would be mailed out explaining more details about the restrictions and the required next steps. No letter was ever received. Another call was placed into the call center in regarding not being able to redeem points that were earned on a previous bill cycle. The agent was rude, unprofessional and also advised that now the card owner needed to send in their personal information as well as all of the authorized users driver 's licenses. When advising that no correspondence was ever received regarding this. The agent said, oh well, I am telling you now. A request was made to have the {$2.00} credited since we were restricted from applying points or making a payment. He said no, I can't do nothing but I can manually take a payment. The account has since accrued interest and a late fee due to no fault of our own. We were advised that the account wouldn't close but remain restricted until every user on the account has submitted their identification. There are XXXX adults and XXXX minors on the account. The minors wouldn't have a driver 's license. Nor are they legally responsible for the account or making payments on the account. The account has always been paid in full and on time each month since it was opened with the exception of Capital One 's error of the address. he company has retaliated and discriminated against account holders for filing this complaint. Due to the complaint being filed, the company has now restricted use of the account without further explanation or reasoning. They are deeming the account fraud because a complaint was filed against them on the CFPB portal. A call was made to them regarding the new statement balance and current rewards redemptions and we were advised that the account was restricted. No payment could be made, no rewards could be redeemed or applied to the current balance! The entire account has now been restricted instead of them owning up to their own mistakes and correct them, they have now restricted the account. No payments were ever late, no fees were ever accrued, no fraud requests were ever made. This company attached documents to this complaint that are too large to download. The company needs to mail all correspondence to the address on this complaint! Not the address that they refuse to update! There has been countless attempts to get these issues resolved with this company before it resulted in a negative credit reporting, past due account and fees. We are requesting that the CFPB pursue this matter further on our behalf and/or refer us to a retaliation and discrimination attorney who can further assist.

Company response to consumer: Closed with explanation