Consumer complaint received 2020-12-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
To whom it may concern I'm a former card member for capital one. Now I believe that unscrupulous, unsavory, and bad business ethics was conducted by a member of the capital one advocacy team. I received a letter on XX/XX/2020 ( it was dated XX/XX/2020 ), the context of the letter stated that I had used XXXX explicit and derogatory comments but I don't recall calling capital one on XX/XX/XXXX and the conversation I had with a low level rep on XX/XX/XXXX was in regards of making sure my payments were going to process -because I live in a area that was affected by hurricane sally- and from what I can recall the rep had a urban name ( XXXX, XXXX, XXXX ... some to that extent ) and I remember she was trying to give me advice on credit which I did not want to hear nor did I ask for and I told her so as clearly as I could. I remember asking to specifically be escalated to a supervisor and she was being coy in acknowledging my request, so much so ; that I reprimanded her and reminded her of her current position. At some point she placed me on hold but it's in excess of over 30 minutes ; now I believe she clicked over after all that time had elapsed and found I was still on the other end. Although I can't remember and might have hung up ( to possibly call again to report her ). So being that I stay in Alabama, it's a " XXXX consent '' state in terms of being able to record people without their acknowledgement. So after I go over the ridiculous letter I call capital one. The rep I talked to was named XXXX ( which might be the same rep from XX/XX/XXXX, but as you read to the end, you will find that info to be deleted from capital one 's system ). So I ask to speak to a member of the advocacy team. I'm then transfered to a advocacy team member named XXXX ( he actually mumbled his named so it's hard to make out, but I saved the recording so I will time stamp the necessary timeline of info ) so for the duration of the call I explained what I felt was the reason for this fallacy, and that it's XXXX near a ethics violation to cancel someone's credit account when it doesn't involve delinquency or misuse of the instrument. So after I get done explaining, the agent goes over my account to see if there were notes left over and it wasn't. So I give him the case number that was on the letter ; after a few minutes on hold he comes back and says the file can't be found and my account was locked and couldn't be reopened. And that was my point into thinking there's " extra curricular activities '' going on between the rep that I talked too and the member of the advocacy team. I mean there was no correspondence given to me before this decision was made and it's obvious that who ever closed my account is trying to remain anonymous because reprimanding a low level rep doesn't warrant a client 's account from being closed. Infact I believe that the rep I talked to on XX/XX/XXXX asked for my account to be closed, because remember, I didn't want to her opinion on how to manage my credit ; so whom ever is at the advocacy team probably did that on her behalf because of the XXXX favors she's doing for him ( or her ). Again there's no ethical reason why my account was closed when I make all my payments on time ( sometimes I pay multiple times in a month ) and I use my card wisely. At this point I'm hoping the XXXX board and chairman be notified. Because this is the type of situation that cause financial companies to be in unsavory situations. A personal angst should never override business ethics, especially when you're a rep or advocacy member. In close, since I didn't do anything of any consequence and since great steps were taking to delete the recordings on XX/XX/XXXX and XX/XX/XXXX and to lock the case file so no one else can review it ... .I 'm requesting a full internal and external investigation be rendered. To me and that the 3 credit bureaus be giving information on what really happened and that it was on a delinquent advocacy member of capital one that my account was closed. 

*I tried to upload the conversation I had on the XXXX of XXXX but the file is 45.7 MB ... .even when splicing it can only go down to 20 MB without deleting vital information. But I need to forward that recording for validity purposes. 

*I 'm also XXXX so for my account to be closed without warning ( no matter the reason ) is potentially a ECOA violation ... .and I can forward documents to verify my impairments *Again my account was closed but there's no way to listen to the conversation because a member of the advocacy team deleted the recordings and locked my account. So I cant give a true rebuttal but that should give me the benefit that fraudulent and possibly illegal practices was administered.

Company response to consumer: Closed with explanation