Consumer complaint received 2025-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO

Complaint narrative:
In XXXX XXXX XXXX XXXX XXXX XXXX  I received an email stating that I need to contact the bank about a payment that I made that restricted my account from around that time which wouldve been XXXX time the holidays I was not able to utilize my account although I make payments Regularly regularly, and there was no reason for them to restrict my account and my mind at that point nonetheless, I proceeded to move forward with providing them what they requested, which was proof of account ownership of the checking account that was used on my account that are used to make payments towards my bills did that They would not accept or they denied it without contacting me I was I dont remember being contacted. I had to call them back and on XXXX XXXX after I sent in November probably on the XXXX  with the date that I listed that I received the email initially they denied that because all I had to provide was a bank statement that just showed account owners Account numbers, bank name, and a date that was within a recent time frame to prove authorization and account ownership did that once I sent them that in however, did not show all the details of the statement because they have violated and breached my information before in XXXX  and didnt tell me and closed out an account then so I definitely wasnt trying to provide them any additional information that wasnt legally required or Any of their business to prove account ownership especially when we couldve called the bank attempted to call the bank and it was such a hassle it was such a hassle getting that done and when we got the back on the phone, me another individual and a capital one pride agent he Was just they just they do a horrible job with customer service and just everything so instead of me having to keep somebody else home isnt on my credit card account and isnt responsible for my credit card account but only for checking account the verification of the checking account that I use to pay my credit card This is all going on for maybe two or three days finally he just says submit the bank statement all it needs to show is the name date, recent date, and account number in the bank I submitted that they denied it and forced me to give them information that they did not have any legal right to entitlement to or the right to keep my account restricted OK so I had to again on XXXX XXXX resubmit that full page of the statement without meeting out any private information that they had no business, bullying me around the holidays and not allowing me to use my account then finally my account gets unrestricted after having to call in and being told that Ill be called and I was never called. I had to just look at my account like every day to see what was going on and if it was unrestricted, they finally unrestricted it, but they charged me. My account was for some reason over the credit limit, which I did didnt seem something was off about that now this is all between November like I said the XXXX and now up until about XXXX and it was the first week in XXXX probably the first second and third for sure one of those days that I initially contact them again because I noticed that they put the annual fee of XXXX on my account and then Immediately reversed it as a credit and but prior to that let me say I had been using my account to do cash advances, and Capital One with whom has a system set up to where they dont even allow you to use like your credit card with Cash App because theyre the way that they charge their interest in the fees they dont fee Me The three dollar fee from capital one bank they credited that back to me the entire first year and post going after exceeding the first first entire year that you know until December 30 or the XXXX  is when I think I mightve done the last cash advance that I saw theyre being Credit back for the three dollars that capital one Anyways they didnt charge the fee for the membership annual fee that they charge me the first year for XXXX and then they credited me back three dollars and that was immediately upon the opening of my account so I didnt even have access to my full credit limit Then December rolls around again this XXXX but they have restricted my account and as soon as the account is unrestricted, I am seeing all these weird things going on a little notices saying that theres experiencing issues and it went from that to Payment issues are being affected and please bear with them and everything would be had been corrected by a certain date which would have been I believe the XXXX XXXX XXXX XXXX XXXX that was not the case in XXXX  they started charging me interest fees on Cash advances that I had just taken and hadnt even cycled a full 30 days yet And And taking from the payments that I make towards the balance that includes the transactions and the interest that they are now unapologetically and without my knowing authorization or agreement to charge these fees, and then the supervisor told me that this is all in within the first weeks of January and I will be able to provide more detail details with emails and such in phone correspondence You know transcripts so but they told me without having it OK let me take this. I had no credit card agreement. There was not one on file so I was told by the supervisor who was telling me that there was a threshold that I had paid that gave them the reason to credit back The XXXX XXXX that they agreed to and had been doing until this payment issue arises and right around that time just before that, my account goes on this restriction for a payment that I made that was made by an account that Im authorized and provided proof of ownership in Everybody on the account and contacted the bank verified. I did all of that. They changed the terms they breached the contract to the terms and conditions. They are charging me outrageous fees, and taking money out of the payments that Im making and not crediting the full amount so taking charge of my account for fees, interest fees, and transaction fees for cash advances, and that they were not supposed to have been doing like that because my account hasnt even cycled it, but it was supposed to have been escalated and I was waiting on a phone call back And Im sure this was one of the third for sure because I had called in to ask and follow up about a dispute and they dont even look at the accounts an hour into the phone call. The lady finally looks to see oh well there was a dispute filed. Transfers me over to the dispute department department, where Im being in the midst of all of this, I have been hung up on. I was just hung up on yesterday When I called in and was asking for information about you know I havent been contacted yet by this department that is in a higher up position in back office that were supposed to be investigating and looking into my account because as the supervisor who told me there was a threshold, but when I asked her to provide me the source to that and where thats at in the credit card agreement so that I can go back and review it She told me she didnt know what the threshold amount was and she didnt have it. They dont have my credit card agreement OK so I said OK well send it out. She told me and guarantee me that that had been sent out well. When I called yesterday I got transferred to a lady and her name Was recorded too. She was very mean and nasty argumentative and non-caring when I was asking her to go back to help me figure out the dates that my account was placed on suspension and why in the world I hadnt received the credit card agreement that I had requested in at that point she Hatefully is making these notes on my account that I dont know what she was putting down because it was simply only supposed to say that I was calling in because I hadnt received the credit card agreement and to follow up about all of these things that I had been suspecting and feeling like I have been violated and contacted him about and was hung up on talk too bad lie to given false information And they omitted information. Not only did they do that when I talk to agent yesterday the final one that I speak with that hung up the phone on me while I was attempting to gain the information knowledge that I needed about my bank account that they have violated, and they are taking advantage of me And treating me like hell so not only was I unable to do a lot of things for just about the month of timeframe that they had a restricted when they unrestricted it they changed the terms or the payments and online it said that there was a third-party vendor that was messing up their payments but then when I called them, they said that theres no third-party vendor if they were so thats all Im like OK I didnt think so because Im using Capital One app to make my payments each and every time Had been doing that for an entire year so they restricting my account shouldnt have that was an issue that was going on they shouldve rectified that situation. They didnt rectify it. They havent apologized then they sent out a credit card agreement and I asked the woman last night if she could just give me an electronic copy she said no give me your address and Im like well. I dont know if you need my address for it but its all the address thats on file. Cant you send me electronic copy nope nope were gonna do it by mail. It has to come by mail I said Well OK whatever and so I provided her my entire address which was unnecessary because I was fully verified and I didnt call her to update or make any changes to my address or phone number or any of that information well before she goes and does anything first shes trying to what is it about that checking account that shouldnt even be showing because it was a part of the breach it was violated, and then in addition to that, it is past the timeframe that they are allowed to Five years I believe is the timeframe that thats allowed to be reported or but since the situation it shouldve never been on my account is still on my profile, but they changed it from being permanently closed and permanently restricted to now it has a message on there saying oh you havent used your account in a while in order to use it make a make a transfer, but its still showing this XXXX balance in the checking account from XXXX that I only had for a split second Upon the breach. Everything went haywire and I dont know what was going on well I dont know what happened cause they said they shut it down. They did they shut it down and affected other issues in my life too ever since then and all the way up until now they sent me a credit card agreement that was made in XXXX That has the date at the bottom of it in XXXX after when I requested And not only that it was the same, but it was yesterday. The lady updated the document electronically and put it in my statements and documents through the app like I asked her initially to do and put my address on there as though they had sent a copy and they never did they changed The agreement and placed on there that they can change and do this and do that at any time and even the interest and the APR is different, but they dont have the original copy and they have it provided that to me from when I signed and agreed with this credit card But in the statement it does give some of those terms from the first month and I was looking at that and thats how I see the difference in there in other words and now it says that theres no minimum amount they can charge for interest and that they have breached. They have violated my consumer rights in so many different ways they are Taking money from me that they should not be doing. They are not doing the annual fee for the XXXX  and I feel thats because they are trying to charge these extra fees hidden fees and things that I didnt agree to that Im stuck with right now because of all of the situation And I told them that I felt like something was going on and I was gonna be seeking out some help to get some and they told me to escalate it. Nope after speaking with the agent that answered the phone yesterday before being transferred over to the I think her name was XXXX  but again Ill have pictures of all of that, but she explained to me that not until XXXX XXXX  or let me see this after there was a lawsuit filed against capital one and after I told them that they were doing illegal things and that that exact thing was gonna be happening and I needed to see about how to get help because all I do is get hung up on top too bad charge fees not giving nobody has given me ever an explanation on where the missing funds go or why a payment is made on Sunday. It isnt processed or even showing as processed or in processing until Tuesday and doesnt even post until Wednesday, but they give me all of these bogus and lies and this is deceitful and I need somebody to help me

Company response to consumer: Closed with explanation