Consumer complaint received 2026-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Date : XX/XX/year> Capital One Bank Attn : Account XXXX XXXX XXXX XXXX Department XXXX : Request for XXXX XXXX XXXX XXXX and XXXX XXXX Account XXXX Account ending in : [ XXXX ] To Whom It XXXX Concern, I am submitting this correspondence as a formal request for review of my account under Capital Ones hardship, forbearance, or interest-rate reduction programs, as described in publicly available customer-assistance materials. XXXX. Contact with Customer Service On XXXX separate occasions, I contacted Capital One to request assistance with my interest rate due to financial hardship. During both calls, I was informed that no programs were available to lower interest rates or provide payment relief. I am requesting clarification regarding the programs available to account holders experiencing hardship, as publicly available information instructs customers in financial difficulty to contact the bank to discuss potential assistance options. XXXX. Uploaded Documents During XXXX of my calls, I was informed that documents had been uploaded to my account. I did not receive any email, text message, in-app alert, or other communication regarding these documents. Capital One provides a link for customers to access uploaded documentation ; no such link or notification was sent to me. I only became aware that my account may have been closed on XX/XX/year>. Because I did not receive notice, I was not provided an opportunity to review any uploaded documents or request assistance prior to closure. I respectfully request clarification regarding : Which documents were uploaded The date and time of upload Why no notification was sent as provided in Capital Ones own process Whether the absence of notification affects my eligibility for hardship or payment-assistance programs XXXX. XXXX XXXX Participation It is my understanding that Capital One may participate in debt-management or debt-consolidation programs administered by nonprofit credit-counseling agencies, under which interest rates may be reduced, certain fees may be waived, and consolidated payments accepted from the agency. I respectfully request clarification regarding whether similar hardship or rate-reduction options are available directly to account holders without enrollment in a third-party program. XXXX. Account Closure I did not receive any written, electronic, or verbal communication regarding potential or actual closure of my account. I only became aware of the potential closure on XX/XX/year>. I respectfully request clarification regarding : The current status of my account The date of any closure action The basis for the decision Copies of any notices provided, if applicable Had I received notice of potential closure, I would have immediately pursued hardship or payment-assistance options. I request review to determine whether assistance options remain available despite the accounts current status. XXXX. Request for Departmental Review Given the matters outlined above, I request that my account be reviewed by the department responsible for hardship assistance, forbearance, or internal workout plans. I respectfully request consideration for any available options, including : Temporary or long-term XXXX reduction Fixed-payment or internal workout plan Forbearance or temporary payment relief Any program designed to assist customers experiencing financial hardship I am prepared to provide any documentation necessary to support this review. Thank you for your attention to this matter. I respectfully request a written response addressing the issues outlined above. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation