Consumer complaint received 2017-12-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
In XX/XX/XXXX I applied and was approved for a Capital One Platinum Secured MasterCard which kick started my Credit journey. 11 Statements later they had graduated my Secured card to a regular credit card. This happened this past XX/XX/XXXX. Now while I am grateful to Capital One for graduating the card as Unsecured. My profile has vastly improved since XX/XX/XXXX and have given 100 % of my business to Capital One. Upon  graduation, I had asked them more than once to send me a copy of the new terms and conditions, so I can read any change to my existing terms and also inquired that now, since I have been graduated to a regular card, if I would be eligible to receive a limit increase. To which they stated yes, I am eligible, effective the date of my Graduation to unsecured. Ever since then, I have attempted to request for a limit increase, which they have continously denied due to the following denial reason : - A limit increase is not available upon request for this account at this time. 
- Your card was recently unsecured Mind you, no language or any written policy was presented to me, specifying that changing the cards status from Secured to Unsecured would impede with my eligibility to receive nor qualify for a limit increases. I believe that with the excellent management of the account as well as all the payment and usage history I have given to Capital One, that I was in an EXCELLENT position to receive a limit increase. But I have so far, received over 20 denial letters from them, I have also reached out to their Executive resolutions department, and ALL of them could not answer a simple question. That if there was no written policy presented either as Terms for newly graduated cards or even an internal policy that indicates any card changing it 's status from Secured to Unsecured would have to wait for an X amount of days, months, years before they can be considered for a limit increase. NONE of those actually existed in all the written correspondence that I have received, nor are they on the Denial letters that I have received. One of the EO representatives who replied to my plea decided to send me ALL of my denial letters again in paper which was an insult and to me felt as if they were just taking it lightly, the fact that their procedures are not in place and none of them are actually aware of their own lending procedures is quite upsetting, considering that they have been my primary bank as well. But they could not care less about me. ALL they care about is the acquisition of new accounts to boost their new product line which is the XXXX card. I have attached a copy of both the terms and conditions page, as well as the Denial letter I have received most recently, feel free to peruse through them and you will see that the denial reasons are NOWHERE listed on either one, which to me is a violation to the Fair Lending act. I had held such high regard for them in the past, and was grateful to them and still is, but how and why would I continue to give business to a company, who could care less about me and wanting to increase my credit limit to give them more business. Their redirected FAQ page for limit increase, also does not provide any guideline or educational materials that would specify that my case is not eligible for an increase. There is simply no language whatsoever to inform card members like myself and it seems like they have no interest in changing their platforms. All they care about is new customer acquisition.

Company response to consumer: Closed with explanation