Consumer complaint received 2024-04-02
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

1. Capital One arbitrarily decreased my credit limit from {$30000.00} to {$10000.00} ( XXXX ), then subsequently to {$5000.00} ( XXXX ) without warning, or consultation. When I tried to talk to a customer service representative on or about XX/XX/XXXX to increase the limit in advance of an international trip I found that only an AI ( robot ) was available. I went through all the questioning for a credit increase which resulted in the AI approving a {$500.00} increase ( because I answered that as my normal monthly credit card use ). When attempting to talk to a live representative the AI informed me that live representatives are " not authorized to grant credit limit increases ''! 
2. Upon returning from the trip I tried ( on XX/XX/XXXX ) to access an existing Capital One online account originally set up in XX/XX/XXXX. I wanted to convert my rewards points/ miles to cash as I had done once years ago ( XXXX XXXX? ). FAQ suggested this could only be done by logging into my account. The Capital One web site did not recognize my existing password ( since I had not used this login for years ) and required that I set up a NEW account - there was no way to simply do a password reset. So I attempted to set up a new account ( XX/XX/XXXX and XX/XX/XXXX ) to manage/ access the rewards redemption process. After entering all requested info to set up the account, and the site recognizing my credit card account, it required a final 2FA code entry to complete the account setup. Since I don't have texting capability I chose what they KNOW AND IDENTIFIED as my home phone number to receive a code to enter in the web page that was requesting it. ( My local bank occasionally does this too, when it has been a while since I've logged into my account. ) However, Capital One, when I select to call my home phone with a code they report immediately that they " can not verify '' my home phone number ( whatever that means ). The customer service number they post to resolve this goes to an AI that does not understand any attempt to get login help, and provides no way to get to a NATURAL BORN HUMAN BEING who possibly could understand and resolve the issue. 
3. It seems AIs run customer service including decision regarding credit, payment, account access, issues and block access to HUMAN BEINGS for any issue which is not on the AI list of issues it can handle. Therefore, the COO, CEO, CFO and entire Board of Directors should be replaced or at least be unable to make decisions not handled/ sanctioned/ originated by an AI. Further, the AI should be enabled to convert rewards points/miles to cash per their stated policies without requiring online access which is unavailable to credit card holders who do not have phone lines capable of receiving a text or being " verified '' by the AI. 
4. It should be illegal for Capital One and other credit card issuers to have no accessible NATURAL BORN HUMAN REPRESENTATIVE WITH FULL AUTHORITY TO RESOLVE ALL ISSUES and those representatives should be readily accessible BY PHONE AND EMAIL. ( I chose not to have social media accounts as a matter of ID theft security and should not be FORCED after the fact of obtaining a credit card to sign up and pay for multiple social media accounts when the company originally had phone and email access to actual customer service representatives. )