Consumer complaint received 2021-03-15
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: Can't use card to make purchases

Complaint:
During COVID-19 I got behind on my monthly payments. I always paid but paid late, and paid the interest and late fees, as a result Capital One restricted my access to my card and I was unable to use it. 

In XXXX of XXXX I received a letter from Capital One stating that if I could keep my card current for the next three billing cycles I would regain the use of my card. On XX/XX/2021 I went online and was able to pay the entire balance of {$2000.00}. This was the amount that showed as a " balance '' due on my account. I printed the confirmation. 

I understood based on the letter and the fact that I paid the balance on my account, that showed online, that my account was XXXX and my card privilege 's would be restored. My privilege 's have yet to be restored and I have a balance of {$38.00} on my account (? ). I called Capital One on XX/XX/XXXX and spoke with a supervisor named XXXX ID # XXXX, call ref # XXXX, she explained that I was charged late fees and interest for XXXX & XXXX of XXXX I asked how that was possible since I paid the balance on XX/XX/XXXX of XXXX She said that the balance shown online is not the " Pay-Off '' balance and that I should have called to get that. She then went on to tell me that my privilege 's would never be restored because I did not pay the true pay off amount. 

The same agent then offered to reverse the late fees and interest, she said it would take 3-5 business days to complete. She also said that she would notify the credit bureau that Capital One reports to, that I was not in a negative standing with Capital One. I then asked if I was not in a negative standing with capital one and I paid my balance, as the Capital One letter dated XX/XX/2021 requested, why was my card privilege 's not being restored. She stated that it was not possible to restore my card privilege 's. I asked why Capital One was closing my account, she replied that they were not closing my account but instead my account was permanently " restricted. '' I appealed numerous times to Capital One for assistance with late fees and interest during COVID, and every time I was declined any assistance, and now they are refusing to restore my card privilege 's even though I followed their instructions in the letter dated XX/XX/2021. Their online consumer site is misleading and not transparent. I had no idea that the amount showing as my balance was not my " pay off '' amount. There should be a disclosure or access to obtain the " pay off '' amount online. I feel that Capital One has been extremely unfair, especially during COVID, I followed the instructions in their letter and they still have not restored my account. 

I would appreciate any assistance that you could offer me to restore my card privilege 's. One more thing, my credit score at the time I called today is " XXXX, '' which is an Excellent rating by XXXX XXXX, the very company Capital One uses to rate their consumers. Again, this makes no sense why Capital One is treating me so unfairly.

Company response to consumer: Closed with explanation