Consumer complaint received 2015-07-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card
Issue: Credit line increase/decrease

Complaint:
I called into Capital One 's executive office to request a reconsideration of my credit line increase request placed online on XXXX/XXXX/15. I was informed by XXXX from there execuitive resolutions team that a new manual credit line increase application could be submitted and that they would do a soft pull on my credit. I agreed and I requested a credit line increase to {$25000.00}. A few days went by and I noticed that my credit line was increase by {$1500.00} to {$12000.00}. I called back in and the pin code that XXXX had given me to get to the executive resolutions team no longer worked. I spoke to a few associates who got me over to XXXX who was the senior account supervisor/senior customer advocate for capital one. When I asked to be connected back to the executive resolutions team she informed me that it was n't an appropriate call to go to there office. I asked her if she could have a letter sent out to me like in the past that explains why my credit line was not increased to the requested amount. She put me on hold for quite a long time and came back and said that the executive resolution team does not provide that information. I explained that in the past that I received that from them. She called back again and was told that reasons are only provided when a customer chooses not to accept a partial credit line increase. So I asked to be transferred again to that department so that I could re-apply for an additional manual credit line increase request and this time I would inform them that I would not accept a partial credit line increase so that I could get a letter that tells me why I did not qualify. 6 months ago when I have placed this request I was able to get a letter and the letter said I did not qualify because I did not have similar credit lines with other lenders. Now that I have had similar credit lines with other creditors I was n't to see why they will not approve me for the requested credit amount. 

XXXX reiterated that I did not qualify at this time as the credit line increase was only approved for a partial amount and stated that it was " the highest I qualified for ''. I indicated that the Equal credit opportunity act requires that my application be taken. She indicated that she could get me over to the automated system to fill out the request. I told her that I already did that on XXXX and the system will not approve any requests for a credit line increase if you have had a change in credit line in the past 6 months which was confirmed with there executive resolutions team. That it was a violation of my rights to not transfer me to the team to apply for the manual credit line increase was discouraging and refusing to take my application for credit. If they allow one customer to go through this process they must let all customers go through the process every time they request it. 

When I asked her if she was refusing to let me speak with someone who could place the request she reiterated she did not believe that it was appropriate for her to transfer me to the executive resolutions team. This is a clear violation of fair lending laws.

Company response to consumer: Closed with explanation