Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
I am submitting this complaint after more than a month of unresolved issues, obstruction, and refusal to act by Capital One Bank. This matter has been escalated repeatedly and has reached the point where regulatory intervention is required. 

For over thirty days, Capital One has prevented me from submitting a credit limit increase request on my credit card account. Each attempt results in the same response stating that the request can not be reviewed due to a Capital One system issue. This is not a credit denial based on my creditworthiness, income, or account history. Capital One has confirmed that this is a known internal system failure on their end. 

Despite acknowledging this, Capital One refuses to manually review my account, refuses to process the request outside of their broken system, and refuses to provide any meaningful remediation. I have been explicitly told by Capital One representatives that there is nothing they will do and that they are not assisting me with this request. This position is unacceptable. 

I escalated this issue through XXXX XXXX XXXX XXXX XXXX who contacted Capital Ones executive and corporate teams and instructed them to have someone contact me directly. Capital One failed to comply. When Capital One does place calls, they come from unidentified agents with no extension or callback number. If the call is missed, I am instructed to call the number on the back of my card, which results in circular conversations with frontline agents who can not resolve the issue and simply read internal notes. This process has been repeated multiple times with no resolution. I have even emailed executives at Capital One. 

Capital One has opened and closed internal cases while documenting that this is their system issue and that they will not manually review the request. They have provided no solution, no remediation plan, no apology, and no accountability. They have made no effort to fix the issue or offer an alternative process while their system remains nonfunctional. 

Capital One is effectively prohibiting me from requesting additional credit solely because their internal system does not work. A financial institution can not deny a consumer access to credit requests due to its own operational failures and then refuse to take corrective action. This conduct raises serious concerns under the Fair Credit Reporting Act, the prohibition against unfair, deceptive, or abusive acts or practices, and CFPB standards regarding complaint handling and servicing. 

I have attached copies of the denial letters I received each time I attempted to submit a request. These documents clearly state that the request could not be reviewed due to a Capital One system issue, establishing that this is not a consumer-related problem. 

Capital One must be required to open a formal internal investigation immediately, have a senior executive-level representative contact me directly with a reachable callback number, and manually review my account for a credit limit increase or provide a written remediation plan explaining how and when this system issue will be resolved. Capital One must also formally acknowledge responsibility for this failure. 

This situation has gone on long enough. Capital Ones refusal to act, communicate, or resolve a known system failure is unacceptable. 

I am requesting the CFPBs immediate intervention to force accountability and resolution. 

By blocking access to a credit request due to internal system failures and refusing manual review, Capital One is failing to maintain reasonable procedures related to credit decisioning. 

Capital Ones actions also raise serious concerns under the Consumer Financial Protection Acts prohibition on unfair, deceptive, or abusive acts or practices ( 12 U.S.C. 55315536 ). Preventing a consumer from requesting credit due solely to an internal system malfunction, while mischaracterizing the outcome as a denial and refusing remediation, constitutes an unfair practice that causes consumer harm without justification.

Additionally, Capital Ones refusal to investigate, remediate, or provide meaningful communication may violate CFPB complaint-handling, servicing, and governance expectations, including requirements to maintain effective escalation, accountability, and resolution processes for known operational failures impacting consumers. 

Capital Ones ongoing refusal to provide access to credit requests, refusal to correct a known system issue, and refusal to engage in meaningful resolution reflects a breakdown in compliance, oversight, and consumer protection obligations.

Company response to consumer: Closed with explanation