Consumer complaint received 2025-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
Per case XXXX, your team ( unresponsive XXXX ) misunderstood that I temporarily had an incorrect address issue on XXXX. This was XXXX 's fault and was changed on XX/XX/XXXX, then corrected on XX/XX/XXXX. Years prior to XX/XX/XXXX, I have XXXX had my account ending in XXXX reported to XXXX. XXXX incorrectly stated that we have to wait for natural reporting cycles to take place ( which have taken place for years and have not done anything ) instead of simply submitting a tradeline reinsertion request. She would have done this if the unrelated address issue was not seen, and she needs to continue with this tradeline reinsertion now that the address properly reflects on the credit bureau 's side, as also confirmed by XXXX. Again, the address issue is completely unrelated to my account not being reported in the first place. I can not wait months for this issue to continue. Please submit a new case and provide the case number. 

Separately, I would like Capital One to take the following complaints seriously that have led to this Attorney General and FDIC complaint. It is extremely clear that your agents could care less about complaints, and there is absolutely no accountability. I would really appreciate if complaint numbers for each of the below are provided so that I know your company is taking violations and training seriously when these are your managers : XXXX. I called in on XX/XX/XXXX to simply check in on the status of the case that I raised for this XXXX  complaint ( XXXX ). I was transferred to an incredibly rude manager, XXXX ( employee ID XXXX ) who refused to lookup my case, laughed at me when I was asking him to directly look at my case, refused to give me his first name despite having all of my personal information ( stated that he had " already given it to me '' and refused to repeat it ), and then very quickly hung up. I am extremely concerned that Capital One has agents ( let alone managers ) handling our personal information XXXX. On XX/XX/XXXX, I called in to ensure the case was reopened. I was met with employee ID XXXX, who had no idea how to look into cases, and only had the competence to read notes on my acconut without understanding issues. She continued to add absolutely no value, had no understanding of issues, and hung up the phone. I am not here to continue to speak with Capital One 's incompetent manager team who has no one above them and could care less about issues as nothing has to do with them. 

XXXX. XXXX, who handled case XXXX, intentionally did not leave her extension when I missed her calls each and every time. Because of this, she knew that I would need to call in ( 30+ min every time ) in order to *maybe* get help. She didn't understand the case, never spoke to me, closed it, ignored chat messages from another rep to her on XX/XX/XXXX, and created this entire mess. Please provide the complaint number for her. Again, she should absolutely be reachable, I should not be repeating issues to agents who have no idea how to do their job, and I'm more than done with Capital One.

4. Furthermore, XXXX ( XXXX ), whom I spoke with on XX/XX/XXXX, stated that I need to send in a new letter by mail and that no one could open a case by phone ( despite me doing so previously ). He then condescendingly continued to call me " ma'am '', said he doesn't know how to look into process issues, refused to take a complaint down, and happily hung up the phone like every other agent. I can not continue to do this with Capital One.

Company response to consumer: Closed with explanation