Consumer complaint received 2021-04-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NM
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I had excellent credit and Capitol One looked at it and I wanted and needed a card desperately for the special promo they were offering at the time of a 0 percent interest for a year or more with a 0 balance transfer fee. I okayed my credit to be checked even though I knew it was great for what it was then at least XXXX  or more. I was told they had to look at my credit there was no way around it. I sent the requested documents to them so I could get my credit card. Someone dropped the ball and I was wondering why I hadn't heard anything back and so I called them and I was told I needed to send the few documents, and I already had, and customer service had also confirmed that when I called about it. I never heard anything back after that, and so I called again a few times and talked with several customer service people that didn't try to help me, and further frustrated me, and so I then started requesting to talk with supervisors. After numerous apologies and weeks going by of trying to get someone to help me and talking with numerous people, someone then told me there wasn't even a promo that they were showing then, and that my account number couldn't even be found. There was a promo or I would've never started the process for the card. I talked and confirmed all that from the beginning a promo I'd seen online. I was really upset, and in shock, and then was told I could start the process over if I wanted to. This was after weeks of waiting after I'd done all that was asked of me. And I'd also checked to see that they had everything needed and asked for there. And they did, I had a account number that was given to me, and I wrote it down, and after all this a few weeks went by, I'm not sure what I did with it to show it to you now. My XXXX Credit Report shows a HARD INQUIRY from Capitol One on the date of XX/XX/XXXX. I never got their special promo card I needed. This affects my credit, and it shows it won't be taken off till XX/XX/XXXX. I need this taken off all my credit reports. It's affecting my credit I work so hard for and I need to purchase things. A place to live amongst other things. I never heard anything back for a while and never got my card. I was told I was going to get my card. A few months went by with all of this. Then later on I got something in the mail saying I was declined? I called right after that trying to get help again, as always, and was told it was declined because Capitol One didn't get that very same paperwork they'd requested when they had. It was just uploading a copy of my driver license and social security card or my veteran card. Someone, a supervisor or someone had to have deleted my info because it was there. Only to protect themselves from dropping the ball and not helping me when they should've and also I was suppose to have gotten the card and didn't. The lady in customer service even said the same. The hard inquiry from Capitol One company needs to be taken off my credit reports. I need it for everything. This isn't right. It needs to be fixed on all three credit reports. This has been disputed with all three credit bureaus, and they all have the papers for that. As well as the typed letter for that. Please delete them and their hard inquiry off my credit reports and return my points to my credit score for a card I never got that I was supposed to have gotten from them. Someone please help me. I'm just before looking for a place to live and need my credit back.

Company response to consumer: Closed with explanation