Consumer complaint received 2018-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
I called at XXXX AM CST on XX/XX/2018, to inquire about a credit line increase request. I spoke to an agent named XXXX. He was very kind and respectful. He explained that I was not approved for the credit line increase and directed me to read the letter online. The reasoning was unclear, and I requested to speak to a supervisor. The supervisor he transferred me to was " XXXX - ID # XXXX located in Virginia. '' XXXX was very rude. My issue is that the bank did not approve my request because I have allegedly not been making more than the minimum payment each month. This fact is not true. Not only do I make the minimum payment, but I make double or triple the minimum payment, and have been doing so for longer than three months. XXXX represented that he " is not a credit expert '' and could not advise me why the bank could not explain to me why the bank made this decision. That is unacceptable. As a " senior supervisor '' he should be competent enough to explain or at the very minimum, acknowledge that this information was confusing. Therefore, since he said he could not explain it to me me, I requested to speak to someone else. 

Specifically, I requested to speak to a supervisor. He said there is no one above him. When I asked him if he had a supervisor, he said said, " yes, but his supervisor does not accept calls. '' When I asked him for his supervisor 's email or mailing address, he declined to provide it to me. When I asked him to escalate this call to the Capital One Executive Office, at first he said you all do not have one, before saying that he could not transfer me. This " senior supervisor '' is not only incompetent, but he does not carry the values of empathy nor does he exhibit excellent customer service. Not only did he fail to provide notable solutions, but his unacceptable solution to me was to " hang up and call someone else. '' Moreover, after he threatened to disconnect the line several times, he said he was going to place me on hold for 4-5 minutes to " add notes '' to my account. There was no purpose to add notes to my account when he did absolutely nothing to assist me in ANY of my inquiries. More importantly, the " notation '' to my account was unnecessary because he represented to me many times that he was unable to help me. At first, I asked him what notes did he plan to place on my account. He said he was not going to tell me and then abruptly placed me on hold. After he returned from the long hold, I asked him what the notes said. He said he noted the nature of our call. When I asked him to read it to me ( just like he asked me to read the credit increase decline letter ), he said no. This is abhorrently  unacceptable. 

Finally, after placing me on hold for nearly TEN minutes, I requested the telephone number to the legal department, as I am an attorney and documented the numerous violations of federal law and state Deceptive Trade Practices Act, but your bank 's agent also acted very unconscionably. He declined to provide me with this information. I asked him if he really planned on hanging up on me considering that we are on the Bank 's recorded line. He knowingly twisted my words and accused me of recording the call, which I was not. I repeated that the Bank 's calls are recorded for quality purposes ( as I am prompted and notified when I call the bank ). It appears that this supervisor was not aware of your own policy. 

Thereafter, he hung up on me at XXXX XXXX XXXX. Not only should XXXX be demoted, he should be fired. He could not handle a simple request for explanation, which resulted in a request for escalation, and then found it permissible to disconnect the call on a customer. If you, as a financial institution, have policies related to credit card line increase declines, then he could have easily pointed me to that information in the account rules and regulations or some other file that I'm sure is incorporated by reference. Instead, he relied on being rude and unhelpful. If this behavior is acceptable, then please let me know so that I can report this behavior to the media. Your valued customers should not be subjected to this type of behavior when I request to speak with you or a member from your executive office at your earliest convenience. I also request the notes to be deleted from my record as it was placed improperly and unfairly due to retaliation by an incompetent " supervisor. ''

Company response to consumer: Closed with explanation