Consumer complaint received 2022-04-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
After 18 years as a CapitalOne customer ( both credit card and savings account ), I finally opened another credit card with the company despite never truly liking their banking policies. The reason being is that they were the banking partner of the XXXX XXXX  credit card. I recently did a significant remodel on my home ( paid 100 % in cash because I have a large amount of savings ) and had some large furniture purchases that I needed to make. CapitalOne offered double rewards on purchases made within the first 30 days of opening my account. I feel like this statement is misleading and fraudulent for the following reason. I purchased my couches on the date of account opening ( XX/XX/XXXX ). I paid my balance in full on XX/XX/XXXX. The funds were pulled out of my checking account at XXXX XXXX on XX/XX/XXXX and the balance posted to my XXXX XXXX credit card on XX/XX/XXXX. The statement closed coincidentally on XX/XX/XXXX and the statement showed a zero balance ( no payment due ) and a full credit limit. However, two days later when I attempted to make another purchase at XXXX XXXX for some additional furniture that I need, the payment was declined. This was repeated multiple times. When I called CapitalOne on XX/XX/XXXX, two customer service representatives, including supervisor XXXX, tried telling me that the payment had not posted to my account ( despite it showing that it posted on XX/XX/XXXX ) and that the funds were on hold due to not being received ( despite my bank having had funds debited on XX/XX/XXXX ). This being told to me despite everything showing that this was not the case and the available balance was being unjustifiably withheld. CapitalOne attempted to state that all accounts at the bank are maintained separately ( which working in banking myself I know that is not the case since banks do householding- for marketing purposes- and my accounts are all linked together already in their app, online, etc ). Attempting to state that a customer that was approved instantly for credit DUE TO MY RELATIONSHIP WITH CAPITALONE FOR 18+ YEARS with absolutely no credit issues, should have a payment on hold from a linked direct payment account ( XXXX XXXX XXXX with the CapitalOne for well over a decade, is unacceptable. Sending a statement that says my available balance is the full amount but denying that available balance when actually attempting to be used, is fraudulent, misleading, humiliating and deceptive. I will be canceling my savings account completely ( I have already pulled most of my funds from this account due to not being happy with CapitalOne in the past ) and will most likely be canceling my credit cards when they will not unduly harm my credit score for doing so. Extremely unhappy with CapitalOne 's practices and their customer service. I sincerely hope that this wasn't targeted toward me as a female and XXXX.

Company response to consumer: Closed with explanation