Consumer complaint received 2022-01-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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:
Approximately XX/XX/2021 I transferred money from my savings to the credi t card balance. This transfer from my savings to the credit card balance reduced the balanced owed. I saw this transfer digitally increase in the app. I saw and had a available balance before XXXX ( XXXX ) This is a standard operating procedure. 

I awoke the next morning on XXXX and the available balance stated zero. The available balance I saw the night before was gone. The app indicated zero available balance. 

I called in and spoke to customer service at least 3 times. I spoke to at least 3 different Supervisors. This took up my time and energy on this Sunday morning. 

The supervisors stated the : 1. 'system had not updated ... ' 2. 'the weekends are slow .... '' 3. 'the money will be available shortyly .... ' 4. 'I recommend applying for a loan ... ' 5. ' I checked with my manager and the money will be there shortly 6. 'The money willl be there XXXX The available money that I saw available XXXX before I went to bed like it was the XXXX before was not there. 

I did not have any money to pay for necessities. 

The money was not there on the XXXX - two days after I transfered money from my savings ( XXXX ) to paying down the balance on the credit card. 

I had to call in again and ask to speak to a Supervisor. This female supervisor stated the previous supervisor who double checked with her manager and stated the money will be there on XXXX  did not submit it properly. 

This supervisor recommended to apply for an emergency line of credit. Why? 

After a week or so. I called in to figure out WHY and HOW this happened so this does not happen to me again. 

I called several times and not one customer service rep could provide an explanation. I was transfered a number of times. I had to repeat my story and experience several times. I was not getting paid for there screw up. Again, not one rep could provide and explanation. 

While speaking to a supervisor, I stated this is on a recording and you can hear what I stated. She, with a stern tone asked " Are you recording this '' I was shocked as this was the third or fourth or fifth time I have to repeat the story. I replied I do not have to answer that in my standard tone. She replied " Oh yes you do .... '' I hung up on her. See phone calls on my statements. 

I still was not provided an explanation as to WHY and HOW this happened. I wanted an explanation. I was not being paid and I called in again. Again, I explained what happened to this supervisor. She replied I don't see anything and you owe money. 

I could not believe this. She replied " Don't get HOSTILE '' -see recordings. I replied what? She stated You are getting HOSTILE. I replied I am not hostile - see recordings. 

I could not believe what I heard from this supervisor. I hung up on her. A few days later my two credit cards were cancelled. 

I still was not provided an explanation of what happened to the elimination of the available balance. 

I called back and spoke to a female supervisor as to why my cards were canceled - see phone recording and outgoing call on my moblile statement. 

She replied I can not say. I then asked for an accounting reconcilation so I could review what happened since I was not given and explanation. 

I called in again and spoke to a female supervisor. She listened and then stated I was cancelled because I was verbally abusive. 

This has caused damages. 

I plan to sue this company.

Company response to consumer: Closed with explanation