Consumer complaint received 2021-08-15
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: Can't use card to make purchases

Complaint:
On XX/XX/XXXX I received an email correspondence from CapitalOne telling me my QuickSilver card needed to be paid by XX/XX/XXXX, with at the least the minimum payment of {$230.00} or the card would be charged off. I called immediately and spoke with a representative on XX/XX/XXXX who helped calculate any perceived interest charges that would be needed to FULLY pay off my credit card so it would be able to be used and so it would not be charged off. I paid {$910.00} via direct payment from my checking account to pay off the capital quicksilver card ending in XXXX. I was told this card would be ABLE TO BE USED once the payment went through and the account would not be closed or unable to be used. No one. NO ONE mentioned that account would become restricted and no longer able to be used by me, the consumer, even if I paid off the debt. The email I received used leading language that stated the account would be caught up right away and this option would turn things around on my account. NONE of the language shows that even if I paid this account for the minimum payment OR in full that I MAY have my card restricted. Nothing. I have scanned the entire email. 
On top of that- the Representive I spoke with told me the card would be GOOD TO BE USED and the ACCOUNT COULD BE USED once the payment went through. 

I go to use the card today, XX/XX/2021 and see that the account is restricted. I call CapitalOne and the first individual, XXXX, could not give me any information on what was going on with my account. After five minutes of being on hold I was told someone else would have to assist me. That was it. No other information came from XXXX. So I spoke with XXXX who informed me after about 8 minutes of being on hold that the account was restricted and just because I paid off my card before XX/XX/XXXX there was no way to un-restrict the card. This is the first time ANY representative has even mentioned this to me. To be falsely led to believe that if I paid my card off before it was sent for charge off and capital one was here to help me turn things around for my account, is fraud. Additionally, I paid not just this card off, but a SECOND capitalone account on the same day and that card is absolutely fine to be used and no one call tell me why that card account is any different. 

To neglect to tell a customer that even if they pay their account in full or make the designated minimum payment by the due date set in place by capitalone, they can still have their account restricted and there is no way of unrestricting the card, this is fraud. That should have been made clear to me and anyone else that either a ) calls in to handle their account and get it current or b ) put forth in the email sent out to an individual alerting them to pay off their debt. 

Furthermore- when I was struggling to get a paycheck and save to pay off my debt due to Covid, capital one rang me 10-14 TIMES in ONE DAY AND EMAILING Me directly after, non-stop. This actions is ALSO breaking their responsibility under the FDCPA. I chose to ignore it because I had other credit card companies hassling me as well, but now, Im super angry at their way of treating their customers- especially during a GLOBAL pandemic.

Company response to consumer: Closed with non-monetary relief