Consumer complaint received 2026-05-15 00:00:00
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
State: NY

Complaint narrative:
To Whom It May Concern, I am submitting this complaint to both the Consumer Financial Protection Bureau and the Executive Office of XXXX XXXX XXXX to formally report unacceptable customer service conduct, a failure to provide basic account assistance, and potential violations of consumer protection standards. On XX/XX/2026, at approximately XXXX p.m., I contacted XXXX XXXX XXXX and spoke with a customer service representative located in a Utah office. My purpose for calling was straightforward and time-sensitive : I requested my account number so that I could pay my credit card balance in full. For identification purposes, the account associated with this complaint ends in XXXX. Despite the simplicity of this request, the representative was rude, dismissive, and uncooperative. I made multiple clear requests to speak with another representative or a supervisor, all of which were ignored. The representative repeatedly spoke over me, refused to acknowledge my request, and failed to provide the most basic level of customer assistance. As the interaction continued and my concerns were repeatedly disregarded, the situation became increasingly frustrating. As a result of the representatives conduct and refusal to assist or escalate the matter, I did raise my voice during the call. While I acknowledge this, it occurred only after repeated attempts to resolve the issue calmly and professionally were ignored. This conduct raises serious concerns under UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) standards, including potential unfair and abusive practices due to the obstruction of access to my own account information and the refusal to allow escalation. As a consumer, I have a reasonable right to access my account information and to receive clear, timely, and respectful assistance. The actions described above fall short of those expectations and warrant formal review. As a direct result of this interaction, I have cancelled all of my accounts with XXXX XXXX XXXX and have paid off all outstanding balances. Additionally, I intend to publicly share my experience across my social media platforms to raise awareness of the level of service I received. I previously submitted a complaint directly to XXXX ; however, given the seriousness of this matter, I am escalating it to the Consumer Financial Protection Bureau and XXXX XXXX XXXX to ensure accountability and corrective action. I respectfully request the following : A formal investigation into this incident, including a review of the recorded call A written explanation of why my request was denied and why escalation was refused Clarification on whether this conduct complies with UDAAP standards and internal policies Assurance that appropriate corrective or disciplinary action will be taken Confirmation of steps Discover will implement to ensure compliance with consumer protection laws and prevent similar incidents Please confirm receipt of this complaint and provide a written response outlining the findings and any actions taken. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation