Consumer complaint received 2020-07-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I am a current cardholder of Capital One. 
Ive been diligently working on expanding and improving upon my credit since I had the misfortune of filing for insolvency almost two years ago. 

To date, Ive subscribed to every credit management program I can, I routinely check my credit, and actively work to improve upon all of my credit lines, and have actively and successfully done so, to this point and will continue this very behavior. However what I will not tolerate is incompetency, by your employees. 

Recently, I became eligible on or about XXXX XXXX to submit a request for a credit line increase, however since such date, Ive submitted multiple requests. 

In each instance, I receive the same response. 

Credit bureau information missing or unavailable. 

This is unexpected, and untrue as Capital One being my existing creditor and this being a soft pull, I wouldnt expect to encounter this issue, however I contacted the credit agencies and ensured my freeze was lifted, and that my fraud alert contained specific phone numbers where I could be reached, which, was actually present upon my initial credit line increase request. 

Since, verifying the lifted freeze, confirming its temporary removal, along with the correct information in my fraud alert. Instead of this being resolved once the issue Capital claimed to have in being unable to access my file was remedied, I submitted the request for credit line increase again, and to date I encounter the same message each instance, despite verifiable proof the issue, if there ever were one, was resolved. 

I am incredibly upset, Ive spoken to multiple employees and supervisors, and theyre more geared towards not lending help then addressing a potentially legally liable issue, Ive spoken to an attorney specializing in consumer law, based on the fact that my credit information is not only available, but, capital one has been able to access my file regardless of its previously frozen state, and the records will reflect that theyve utilized such privilege and access as recently as XX/XX/XXXX, of 2020 when reporting my account data to XXXX, the very agency they claim not to be able to access my report or information from. They have remained negligent in addressing this concern, bounced it from one person to another, and there's never a solution. 

Despite being a good customer, paying their account diligently, and following the proper steps to build their credit worthiness, but encounter an issue in part created and perpetuated by the financial institution, and when said issue is brought to their attention, its sheer insanity how many agents Ive had to go through, just to attempt to get a solution. And to date, Ive still received none. 

However, at the end of the day, your adverse action letter is false, misleading, and does not actually indicate the lack of credit worthiness. Therefore, having utilized your call-centers to exhaustion, and attempting to engage a member of your executive relations team to no avail, I am continuously disrespected, and required to engage with staff that are paid and fail to address my concern, lack competency to do such, and instead choose to alienate me as a a customer. This is simply unconscionable, and likely legally infringing behavior pursuant to the regulation z, and the FCRA. 

As a result, this will be my final attempt at getting someone with the authority, autonomy, and actual integrity, to remedy this issue immediately, or Ill seek to engage the appropriate regulatory bodies, and if warranted pursue this matter in a civil process. 

Please, let me be clear, this isnt a threat of legal action, I am actually simply begging this institution to resolve this concern, and help me as the consumer and as its direct customer. 

Below you will find all of the Adverse action letters received, even though, the stated reason is false, and as you can see my XXXX   information has been cleared/available for viewing, by relevant and authorized parties, and your entity has used this privilege and authority the day before my original increase request was submitted. 

I expect a resolution and the honoring of my valid credit line increase request, without the false statement of being unable to access my XXXX information, or claiming that any details are missing, as this is patently false, and IS ILLEGAL, your agents revealed that you have an internal comment/speech for agents to give to consumers whom may call in and question about the delay in credit reporting, or similar, and thats to inform them of the delay due to the COVID-19, by the agencies themselves. This is absurd. You should notify your customers first. 

before/by XXXX the XXXX, 2020. If none is afforded, Ill move forward with the above intent to notify the proper regulatory channels, and if needed pursue the correct remedy via legal recourse. I stress, this is NOT what I want to do, but, I will not continue to be bullied by incompetency, and the sheer size of your institution overshadowing its responsibilities to its customers.

Company response to consumer: Closed with explanation