Consumer complaint received 2025-12-22 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Application denied
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
b'Subject: Failure to provide required ECOA/FCRA adverseaction disclosures  Capital One N.A. (Request ID: XXXX XXXX XXXX  happened: On XXXX XXXX XXXX I submitted an online preapproval request to Capital One. That same day Capital One sent a notice stating I was not preapproved and listing only generic underwriting reasons. The notice did not provide specific principal reasons tied to my credit file, did not identify which consumer reporting agency furnished the report used in the decision in the adverseaction portion, and did not include complete creditscore disclosures required when a score is used. I mailed a written demand for specific reasons and supporting records via certified mail; proof of delivery is attached.XXXX and evidenceXXXX   Online preapproval request submitted to Capital One (portal confirmation: Request ID XXXX  Capital One adverseaction/preapproval notice dated XXXX delivered to my address; notice lists only generic reasons and states the form was not a credit card applicationXXXX   I mailed a written demand by certified mail requesting: itemized specific principal reasons tied to report entries; copies of consumer report(s); credit score, model, date, range, and key factors; and whether an automated XXXX was used.XXXX XXXX certifiedmail proof of delivery shows Capital One received my demand (tracking XXXX XXXX XXXX XXXX XXXX XXXXs: Capital One notice (XXXX); my demand letter (XXXX)XXXX XXXX certifiedmail delivery receipt XXXX XXXX XXXX XXXX B (12 C.F.R. 1002.9)  Adverseaction notices must either state the specific principal reasons for denial or clearly disclose the consumers right to request those reasons and provide contact information for requesting them. Capital Ones notice used boilerplate, highlevel underwriting phrases without tying them to specific accounts, balances, or report entries and did not include a clear righttorequest statement in the adverseaction portion.\n\nFCRA (15 U.S.C. 1681m)  When an adverse action is based in whole or in part on a consumer report, the user must provide the name, address, and phone number of the CRA that furnished the report, a statement that the CRA did not make the decision, and, when a credit score was used, the numerical score, date, source, range, and key factors that adversely affected the score. Capital Ones notice referenced credit reporting agencies on the back page and provided a score on the back page, but the adverseaction portion did not identify the CRA used or provide the full score disclosures in the manner required by FCRA.\n\nCFPB guidance and supervisory expectations  Creditors should avoid boilerplate reasons that do not indicate the principal reason(s) and should provide filespecific explanations sufficient to allow consumers to identify and dispute inaccurate information.\n\nConsumer Credit Protection Act protections  Consumers exercising rights under XXXX must not be discouraged or retaliated against; the notice must not undermine the consumers ability to request and obtain the statutorily required informationXXXX  Capital Ones notice is deficient\nGeneric reasons without file linkage  The notice lists broad factors (e.g., proportion of revolving account balance(s) to credit limit) but fails to identify which account(s), balances, or inquiries produced those factors. That prevents targeted disputes and fails to satisfy Reg Bs specificreasons requirementXXXX  wording conflict  The letter simultaneously states the online form was not a credit card application while communicating a denial of preapproval after evaluating credit information, creating ambiguity about whether an application occurred and whether Reg B notice rules apply.XXXX FCRA disclosures  The adverseaction portion did not identify the CRA that furnished the report used in the decision or provide the full score disclosures in the adverseaction context as required when a score influenced the decision.\n\nNo explanation of automated decisioning  The notice does not state whether an automated model, algorithm, or AI was used, nor does it provide a nonproprietary explanation or filespecific principal reasons tied to such a model.'

Company response to consumer: Closed with explanation