Consumer complaint received 2025-11-03 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: CA

Complaint narrative:
In XX/XX/year>, I was a victim of a scam for companionship services that impacted both my personal banking and Capital One credit card. I lost approximately XXXX dollars across both accounts. This complaint is specific to my credit card only. For my Capital One credit card, a payment was made by the scammer on my account to clear my balance in the amount of XXXX.I was told by the scammer that an inbound wire transfer in addition to the payoff amount of around XXXX was being made to my bank account. I was coerced to to make two personal XXXX payments ( Cash advances tied to my credit card ) in the amount of {$1000.00} each to various charities, covered by the inbound XXXX wire. The next morning, I had realized the wire was not made to my personal checking. I was unable to stop the cash advance payments and even attempted to cancel the charges with XXXX but it was too late. In addition, the payment to clear my balance in the amount of XXXX was returned. Capital One reached out to me by phone requesting verification of the account the payment was made from, and I informed them that it was not my account. Due to my credit card being antiquated, I was told I did not have fraud/scam protection and my credit card would be restricted. It was my lack of education that a payment could not be made from an account that was not mine so Capital One stood firm that the account would remain restricted without verification of the account the funds were returned from ( with all of the loan and relief programs, I was unaware of this fact and was in my teens when this card was initially opened ). In the interim while trying to figure out how to rectify the situation ( and also dealing with the personal checking impact ), I was hit with various chargeback fees and dual interest, as I was now accruing interest charges for the cash advances, monthly. Capital One informed me that the only resolution that could be offered was that my restricted card would be closed once paid off and I could apply for a new line of credit. In a good faith effort, I secured a personal loan on XX/XX/XXXX to pay off the now {$7600.00} balance on the credit card and reapplied for a new line of credit. Capital one continued to send me notices and call, informing me they needed verification of the payment account for the returned XXXX, which I continued to explain was impossible, as it was not my account and most likely fake. Capital One informed me that my account would be closed and there was nothing that could be done, despite the card being paid off. Not only did I lose thousands of dollars, I was now facing an impact to my credit score, as my oldest line of credit was now in jeopardy. Licking my wounds, I applied for a new Capital One credit card and waited approximately 10 days for an approval. While waiting for approval and sending in the required documents same day, I checked the app for status of the new line of credit and realized Capital One charged me two additional interest fees AFTER my balance was paid off. I called Capital One once again and was told that only one fee would be waived ( {$52.00} ), but the {$22.00} for the cash advance made in XXXX was somehow still a valid charge. I paid the balance to avoid any additional late fees. I found out shortly after that my new credit line was only approved for {$300.00}. When I called Capital One and spoke to various representatives and an escalated line, I was told that I didn't have credit and my credit could not be verified, therefore and {$300.00} was the only amount that could be approved, despite my XXXX line of credit was still linked to the new account. I attempted a credit line increase and was rapidly declined within hours. I called again and was told by Capital One that there was no way to escalate a credit line increase but I could send a letter.

Company response to consumer: Closed with explanation