Consumer complaint received 2019-10-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE
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:
I was behind on about 4 payments when I contacted Capital One to setup a payment plan. I called in XXXX once I received an email stating that if I did not pay the minimum balance due ( {$270.00} ) ( with late fees and missed payments ) by XX/XX/XXXX, my credit card would be closed. I then setup a payment plan with a representative from Capitol One to pay {$40.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no additional late fees to catch up to my past due ( although it mathematically does not ). I agreed to the terms of paying {$40.00} on set dates and informed the rep that I would pay the full past due balance of {$1100.00} in mid XXXX of XXXX. I then made a payment to pay off the full balance of the card on XX/XX/XXXX. In hopes to repair my credit and restore my payment history, I planned to make small purchases each month and pay of the balance prior to the end of my billing cycle for each month. I attempted to use the card for a {$20.00} purchase a few days following the full payment ( XX/XX/XXXX ) and was told that my card declined. I logged into my Capital One mobile account and saw a little message that I had not seen prior to paying the full balance stating that my card was restricted. After my card was declined, I immediately called Capitol one to ask why the payment was declined, once entering my information, the automated system stated that I had a current balance of {$0.00} with XXXX credit available. Once I got through to a rep, I was told by a representative that the payment was in a hold status and that she would have to contact my bank to see if the payment posted in order to allow me to use the card. She contacted my bank and my bank stated that the money was still pending overnight ( although the {$1100.00} was subtracted from my available balance ). The Capital One rep them stated that I would have to call back the next day once the payment posted. The next morning, I saw that the payment had posted and waited until about XXXX the same day to call Capital One. When I called Capital One, I was redirected to a rep because the first said that she was unable to contact my bank to verify that the payment posted. The next rep attempted to call my bank but my call dropped. I then called back and was speaking to another representative and was told he could not open it. I then questioned this statement because I was told my multiple people that all that needed to be done to lift the restriction was verify the payment posted ( I informed him of this ). He then asked me numerous times why do you want to use this card, what do you want to charge the card for. I felt uncomfortable with this question because I felt that he was getting into my personal business. After being asked over and over, I told him that there was no specific reason, I wanted to build my credit by making on-time payments. He then transferred me again. I then was transferred to another representative who said he would help me with the request. He stated that they had received the full balance but he did not know why there was a restriction on my account but would transfer me to someone who knew about the restrictions. I was transferred to a female rep who told me that the restriction could not be lifted. She also stated that some customers receive an offer to lift the restriction with a payment plan but because I did not, there was nothing that could be done. I then asked who was in charge of determining whether or not someone was eligible for a restriction lift and she could not provide that information, instead she avoided the question. I then questioned that with the given situation, isnt the account technically closed. She then denied the account being closed, rather it was just restricted, ( which to me seems closed ). After telling her that I was never informed that my account was restricted. She stated that it is on my statements. I looked at my statement and saw the restricted status but there was no additional information about the restriction and what it entailed. I was not informed that if I paid of the balance, my account would still be restricted. After explaining that I was unaware of this and felt tricked because they had received my money before informing me, I was transformed to a manager/supervisor. The manager stated that there was not much they could do and agreed that his team should inform customers of the restricted status. He also stated that the restriction policy began this year XXXX. This information is false because I have since read numerous reviews regarding this restriction status which date back to XXXX. I am very displeased with the service from Capital One. I informed them that I was having financial issues prior to XXXX and would pay off my debt to them in full in XXXX. The money that I used to pay my balance was all that I had and if I had known the consequences, I would have made smaller payments to become up to date and slowly pay off the card rather then use all the money I had saved up. I was falsely informed that the restriction would be lifted once they had my money, which was not true. I thank you for your time and hope there is something that can be done here.

Company response to consumer: Closed with non-monetary relief