Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
I have been a customer since XXXX, initially with a credit card, and expanded to checking and savings accounts in XX/XX/XXXX. In XXXX, I also opened CDs and have maintained an active relationship since. I regularly travel internationally during the winter months and have relied on my checking account for ATM withdrawals, as it previously incurred no foreign transaction fees. I had no issues accessing funds internationally until Capital One completed its acquisition of XXXX XXXX XXXX on XX/XX/XXXX. Following this transition, I was issued a new debit card that changed from XXXX ( starting with XXXX ) to XXXX ( starting with XXXX ). On XX/XX/XXXX, I traveled to XXXX, XXXX. Upon arrival, I attempted to withdraw cash at a XXXX ATM at the airport, which was declined. I then tried another ATM, also declined. Fortunately, I had some U.S. dollars and was able to exchange enough money to get to my hotel. That evening, I used my Capital One Savor credit card successfully for dinner. However, I continued attempting to withdraw cash from multiple ATMs ( XXXX, XXXX, and XXXX ), all of which were denied. I contacted customer service and was advised to use XXXX XXXX ATMs. The following day, I attempted withdrawals at XXXX XXXX ATMs ( including XXXX locations ), but both were declined. At that point, I had no access to cash and had to rely on credit for basic necessities. I contacted customer service again and spoke with a representative, XXXX, on XX/XX/XXXX around XXXX XXXX. She confirmed I could use a cash advance on my credit card and, after consulting with a supervisor, agreed to waive the associated fees due to the circumstances. I completed XXXX cash advance transactions in XXXX : XX/XX/XXXX : XXXX XXXX ( {$35.00} USD ), {$5.00} fee XX/XX/XXXX : XXXX XXXX ( {$140.00} USD ), {$7.00} fee XX/XX/XXXX : XXXX XXXX ( {$280.00} USD ), {$14.00} fee XX/XX/XXXX : {$1.00} interest charged I stayed in XXXX for XXXX nights and then traveled to XXXX XXXX for XXXX weeks. Despite locating multiple XXXX ATMs, all transactions continued to be denied. I eventually found an XXXX ATM that worked, which allowed me to access funds. On XX/XX/XXXX, I traveled to XXXX XXXX for XXXX month. Again, I attempted withdrawals at several banks, all denied. I located XXXX XXXX ATMs and took a taxi ( costing {$20.00} ) on XX/XX/XXXX, but the transaction was still denied. Before resorting again to cash advances, I contacted customer service on XX/XX/XXXX, to request reversal of the XXXX fees. This call lasted XXXX hours and XXXX minutes and involved multiple transfers. Eventually, a XXXX XXXX XXXX of {$26.00} was credited to my checking account on XX/XX/XXXX. Due to continued inability to access my checking funds, I was forced to use additional cash advances : XX/XX/XXXX : XXXX XXXX ( {$230.00} USD ), {$11.00} fee XX/XX/XXXX : XXXX XXXX ( {$230.00} USD ), {$11.00} fee XX/XX/XXXX : XXXX XXXX ( {$230.00} USD ), {$11.00} fee XX/XX/XXXX : XXXX XXXX ( {$260.00} USD ), {$13.00} fee XX/XX/XXXX : XXXX MXN ( {$340.00} USD ), {$17.00} fee On XX/XX/XXXX, I contacted customer service again. After a XXXX call, I was informed that Capital One would not reverse the fees. I was told that the prior XXXX XXXX XXXX was issued only as a courtesy. While the total fees XXXX seem relatively small, I relied on the solution provided earlier by your representative, XXXX, who assured me the fees would be waived due to my inability to access funds through my debit card. I trusted that guidance when making financial decisions during my trip. This situation caused significant financial hardship, stress, and inconvenience during extended international travel. The switch from XXXX to XXXX severely limited my ability to access funds abroad, and the recommended XXXX network solution did not work as represented. I am requesting full reimbursement of all cash advance fees and associated interest, as well as a resolution that ensures reliable international access to my funds going forward.

Company response to consumer: Closed with monetary relief