Consumer complaint received 2025-07-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH

Complaint narrative:
Dear CFPB, I am writing to submit a follow-up complaint regarding Capital Ones response to my previous submission. While their letter acknowledges receipt of my concerns, their reply was overwhelmingly evasive, failing to meaningfully address the key issues I raised and in many instances, providing generic deflections rather than substantive answers.

1. Failure to Address Billing Transparency and Interest Calculations I requested a detailed breakdown of my account activity, including payments, balance history, interest charges, and how my debt escalated from {$2000.00} to over {$3000.00} despite years of consistent payments. Capital One refused to provide this information unless I undergo additional verification steps. I am willing to verify my identity, but only through CFPB channels so all correspondence is documented and supervised.

Additionally, their explanation of interest charges simply referred me to disclosures from nearly a decade ago. This is not responsive I asked for a current, explicit calculation using the same formulas they cite in the agreement. To hold me accountable for interest rates while refusing to show how they applied them is not transparency ; its deflection.

2. Misrepresentation of MLA Compliance As a former active-duty servicemember, I raised concerns that my account may have been subject to Military Lending Act violations. Capital Ones response quoted standard MLA policy but did not confirm whether my account was flagged as eligible nor did they state what rates I was charged during my service period. This is a critical omission. Citing generic legal compliance does not substitute for showing how my specific account was treated.

3. Avoidance of Debt Ownership and Garnishment Details I requested clarity on who currently owns the debt, and whether Capital One or another party is legally authorized to garnish my wages. Their response confirms that garnishment has occurred, but dodges the question of debt ownership or assignment. I need this clarified in writing, and again I will not make direct contact outside CFPB involvement.

4. Disregard for Hardship Disclosure In my original complaint, I shared that I contacted Capital One in 2021 during a period of homelessness and permanent XXXX. Their response does not acknowledge this at all. I expected at least an explanation of what hardship policies were in place or why none were offered. 

5. Pattern of Deflection over Accountability Throughout their response, Capital One repeatedly redirected rather than answered. From vague invitations to call them, to citing documents without engaging with the facts I presented, their letter reads more like a defensive script than an attempt to resolve or clarify. This pattern is unacceptable, especially when tied to garnishment, military protections, and unresolved billing discrepancies. 

I respectfully ask the CFPB to require a complete and thorough response to each of these points with documented verification steps routed through your office. Direct contact at this point feels inappropriate and undermines the reason I filed with your agency in the first place. 

Thank you again for supporting consumer protections. I am committed to seeing this resolved transparently and fairly.

Company response to consumer: Closed with explanation