Consumer complaint received 2025-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am writing to formally lodge a complaint regarding Capital Ones unjust and unethical handling of my credit accounts, which has caused significant distress, financial harm, and damage to my credit history. Despite maintaining an excellent payment record for yearspaying well above the minimum due and never missing a paymentCapital One arbitrarily restricted both my existing credit card and a newly approved card without valid justification. 

Issue Summary Unwarranted Account Restriction : I applied for a second Capital One credit card, accurately reporting an increase in my income. Instead of denying my application, Capital One approved the new card and then immediately restricted both the newly approved account and my long-standing account with perfect payment history. 
Unethical and Unlawful Demand for Bank Statements : Capital One attempted to coerce me into providing three months of personal bank statements, which I rightfully refused. Requiring such intrusive personal financial data without prior disclosure or policy justification is an unfair and deceptive practice. This demand appears to be an arbitrary policy change, unfairly imposed years after the original credit relationship was established. 
Account Access Denied, Preventing Timely Payments : Despite my repeated efforts to access my accounts via the Capital One mobile app and customer service, my accounts were inaccessible, preventing me from making timely payments. 
Customer service representatives were unable to locate my account, and even the collections department could not find my account information when attempting to contact me. I have attached proof of the facts. 

As a direct result of Capital Ones failure to provide me with account access, I was forced into missing multiple payments, despite my full intention and efforts to pay. 
Credit Reporting Damage Due to Capital Ones Negligence : Due to Capital Ones failure to provide account access, I now have five late payments unjustly reported on my credit file.

This is a clear violation of the Fair Credit Reporting Act ( FCRA ) and the Fair Credit Billing Act ( FCBA ) as Capital Ones actions directly prevented me from making payments and resulted in inaccurate and harmful credit reporting. 

Legal Violations & Consumer Protections Capital Ones conduct violates multiple consumer protection laws, including : Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681s-2 ( a ) : Prohibits furnishing inaccurate information to credit reporting agencies. Capital One knowingly reported late payments caused by their own inaccessibility issues, making these reports inaccurate and misleading. 
Fair Credit Billing Act ( FCBA ) - 15 U.S.C. 1666 ( a ) : Grants consumers the right to dispute billing errors, including account access issues that prevent timely payments. Capital Ones failure to maintain access to my account while continuing to bill me constitutes an unfair billing practice.

Consumer Financial Protection Bureau ( CFPB ) Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) - 12 U.S.C. 5531 : Prohibits financial institutions from engaging in deceptive, unfair, or abusive practices. Forcing long-time customers to provide intrusive banking information after years of good standing, and then blocking access to their accounts, is a deceptive and unfair business practice. 
Requested Resolution Due to the clear evidence of Capital Ones negligence and unfair practices, I demand the following corrective actions : Immediate Removal of All Late Payment Reports : The five late payments reported to credit bureaus must be removed immediately, as they were caused by Capital Ones failure to provide account access. 

Restoration of Account Access & Payment Arrangement : If Capital One expects payment, I must be granted full access to my account to pay off the balance in full and close the account permanently. 

Written Confirmation of Corrective Actions : I require a written confirmation that my credit report has been corrected and that my account balance is available for immediate settlement. 
I am writing because Capital One failed to resolve this matter and therefore, I am filing a formal complaint with the CFPB and if tghis is not resolved in a timely manner will file with the Federal Trade Commission ( FTC ), and all relevant consumer protection agencies. I am also prepared to seek legal action should Capital One fail to rectify this situation in a timely manner.

I expect a written response confirming Capital Ones corrective actions within 14 days of receipt of this letter.

Company response to consumer: Closed with explanation