Consumer complaint received 2026-04-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am filing this complaint against Capital One regarding misleading and conflicting information provided by their representatives. My account became restricted after being more than 30 days past due. I contacted Capital One to ask what actions I needed to take to have my account unrestricted. Between XX/XX/XXXX and XX/XX/XXXX, I was informed by a representative ( Agent ID : XXXX ) that I could either make three consecutive on-time payments or pay my balance in full, and that paying the balance in full could result in my account being unrestricted within the same day of the full payment Based on this information, I made the following payments : * XX/XX/XXXX : {$50.00} payment * XX/XX/XXXX : {$640.00} payment * XX/XX/XXXX : {$640.00} payment * XX/XX/XXXX : {$720.00} payment ( paid remaining balance in full ) Shortly after making the full payment, I noticed an unfamiliar charge on XX/XX/XXXX in the amount of {$30.00}. I did not recognize this charge, so I blocked my card and contacted Capital One on XX/XX/XXXX to inquire about it, as I was concerned it may have been unauthorized. I spoke with multiple representatives. The first representative ( Agent ID : XXXX ) informed me that the charge was an interest charge and advised me that if I paid this remaining balance, my account could be reinstated within 710 business days. I was also told that this option was still available. A second representative ( Agent ID : XXXX ) reviewed my account, confirmed that the charge was not fraudulent, and similarly advised that if I paid the remaining balance, my account would be reinstated within 710 business days. I then paid the {$30.00} to bring my balance back to {$0.00} and waited the stated timeframe. However, my account remains restricted. I waited the stated 710 day timeframe after paying off the balance. However, my account remains restricted. On XX/XX/XXXX, at approximately XXXX XXXX, I contacted Capital One and spoke with a representative named XXXX, who stated that the last time such an offer was available was in XX/XX/XXXX. This directly contradicted the information I was previously given by other representatives. I then requested to speak with a manager and spoke with XXXX. I informed him that I wanted to file a complaint regarding the misleading information provided by prior representatives. He confirmed that he submitted a complaint but stated that the information I was previously given was incorrect and that no such offer existed. He then advised me to apply for a new credit card instead. I relied on the information given to me by Capital One representatives to make significant payments, including using financial aid funds, and I would not have taken these actions if I had been provided accurate information. I am requesting a review of all recorded calls, a clear explanation for the conflicting information, and consideration of reinstating my account as a goodwill resolution.

Company response to consumer: Closed with explanation