Consumer complaint received 2023-06-21
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: Credit card company won't increase or decrease your credit limit

Complaint:
My main issue is that I am unable to speak with anyone at CapitalOne about my total relationship across all accounts, credit, banking, etc. Their customer service is in specific departments, when the issue spans departments. 

One of the factors that is hurting my credit score is having cards with low limits, which I am seeking to correct, and all those accounts are with CapitalOne. I can fit all those inside my other credit cards... 

My oldest credit card has had the least amount of credit limit increases among all my other cards by some amount, which is presently {$6600.00} up from {$5000.00} per increase I requested in XXXX. I received notification today another card increased to {$22000.00}, another is {$13000.00}, and ones like my XXXX account is also {$12000.00}. 

I had another account with CapitalOne for many years that never had an increase from its {$2100.00} limit, and that account was auto closed due to inactivity. I recently closed a Capital One spark business account that was at {$3500.00} after being denied a credit limit increase. I have closed {$5600.00} worth of accounts at CapitalOne, yet only {$1600.00} of that was added to the one card still open. I am weighing the impact on my score of closing that account. 

In 2019. I had deposited almost {$50000.00} in a CapitalOne money market account. I also have some business checking and savings, that are not really used anymore. CapitalOne has had access to information like that the banks behind my other credit cards do not. Not to mention, my credit score increasing by some XXXX points into Excellent from when I first opened my account. They claim they auto increase the limits, which in some 15 years. I think has happened once. 

I keep trying to talk to someone about my total relationship across all accounts, which seems to not exist at CapitalOne. They do not have a general customer service department, shockingly. It seems decisions are all made electronically with no possibility of human oversight or intervention.

I have called CapitalOne 3 times regarding this situation, and I was told something different the first two times. The issue should have been handled the first call. I should not have to rely on fully automated systems, that do not take into consideration a lot of information.

Even worse, I think CapitalOne is intentionally keeping limits low, to hurt credit scores, for their own benefit. It allows them to use that credit report to restrict credit limit increases or the general limit, and also for interest rates, etc.

I need a greater limit to improve my score, I need a better score for the limits. But I question the entire situation given how much my credit score has improved, assets etc. I have lived in the same home for 20+ years, have over 50 % equity, plus cash on hand in other bank accounts, investments etc. There is NO legitimate justification for how I am being treated by CapitalOne, nor their systems. 

I should be able to speak with someone about my total relationship across all accounts, as they are related when it comes to matters like increasing a credit limit. 

CapitalOne seems to not like customers who have cash on hand, pay off entire balances every month, even when they are 90 % of the credit limit, and have excellent credit. That seems like predatory lending practices...

Company response to consumer: Closed with explanation