Consumer complaint received 2025-08-21 00:00:00
Product: Debt or credit management — Credit repair services
Issue: Confusing or misleading advertising or marketing — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA

Complaint narrative:
My Name is XXXX XXXX. I am a victim of identity theft from a few yearS back. I take pride in my credit score and monitor my credit and bank accounts daily. 

Yesterday on XX/XX/year> by credit score was reporting as XXXX on the Capital One Credit Wise Mobile App. This morning on XX/XX/year>, my credit scored changed/dropped by XXXX points to XXXX in the Capital One-Credit Wise. I immediately called Capital One and spoke with an Cust Svc Rep name XXXX and asked if she could explain to me the drop in my credit score. She asked me did I know how the CreditWise works and asks me did I go through all the activity screens to see if anything had changed which would have cause my score to drop. 
I explained to her that I did and then we proceeded and went through them together as we were speaking on the phone. 
After walking through and reviewing all the information together, we both determined that nothing had changed to make my score drop by XXXX points. 
She recommended me to contact my credit card XXXX XXXX to see when was the last time they reported my credit card balances to the credit bureaus and to call XXXX 
I called XXXX XXXX and they informed me that they reported/report to the credit bureaus twice a month on the XXXX and XXXX of each month. 
On XX/XX/XXXX and XX/XX/XXXX, my balances are/were {$0.00} balances on all my credit cards. On the CreditWise App, it was reporting a thumbs up because my Total Debt decreased from {$140000.00} to {$140000.00} and my Available Credit increased from {$70000.00} to {$71000.00} in which both impacts positively for my total debit and available credit on my credit. 
I had no thumbs down or any negative items that would cause my credit score to decrease by XXXX points. 
When I spoke with XXXX, XXXX informed me that my credit score was not XXXX and that it was higher. The Representative informed me that if I wanted to get my true credit score I could pay {$.00} to obtain my true score. I paid the {$.00} and my retrieved my credit score, which was XXXX. 
I called Capital One back and spoke to another Cust Svc Rep and informed XXXX that I followed the instructions that the previous XXXX XXXX XXXX advised me to XXXX, and informed him what XXXX XXXX and XXXX had told me to do. 
He informed me that the possible problem could be that Capital One CeditWise switched from XXXX XXXX XXXX XXXX XXXXXXXX XXXX recently. 
I then requested to speak to a Manager. He transferred me to a XXXX Account XXXX. XXXX told me to dispute it with XXXX  I explained to her there was nothing for me to dispute because I have {$0.00} balances then and now and when XXXX XXXX reported to them on XX/XX/XXXX and XXXX, they reported I had {$0.00} balances. 
She informed me that there was nothing else she could do and she would transfer me to the Capital One CreditWise Department. 
Once transferred, I spoke to another Cust Svc Rep named XXXX. I explained to him everything and all the conversations and every person I had spoken with. He then transferred me to XXXX Account Manger in CreditWise. 
When I spoke with XXXX, I had to explain everything over again with her, none of the previous reps documented or put anything in notes of the conversations I had with the previous representatives. 
XXXX informed me that CreditWise was only a " Tool '' to use to see my " overall '' credit health and that CreditWise MAY report incorrect information at times because of when they update from which Lenders report consumer 's information to the XXXX credit bureaus. And she also informed my that XXXX XXXXXXXX XXXX XXXXad various versions. 
She further advised me to check/review the activity on my XXXXXXXX credit report and to dispute any wrong information. 
I explained to her that there was no incorrect information on my XXXX  report and that I had already spoke with a XXXX XXXXXXXX and they information that Capital One CeditWise was reporting the incorrect information. 
At this point, when speaking with XXXX, her voice was elevated and I informed her that I felt that that she was raising her voice at me as she was speaking to me. 
She declined that she was, and as our conversation continued, her voice and tone continued to be elevated. I bought this to her attention again a 2nd time.

At this point, I asked her if she thought that it was right for them to use a 3rd party tool to inform consumers of their overall credit health on their company 's mobile app reporting wrong information to consumers. I also told her that to me it appears that the problem was when they switched from XXXX XXXXXXXX XXXX XXXX XXXX XXXX something significantly change and something was not right. 
So then I told her that maybe I needed to report my issue to the CFPB and FDIC to resolve my issue. 
When she heard me say CFPB and FDIC, she informed me if I wanted accurate information to utilize and reach out to XXXX XXXX XXXX XXXX  for accurate information and to understand that CreditWise was only a tool and not to really on CreditWise to see my true credit score. 
Then she informed she that there was no further information she could provide to me, or help me and that she was ending the call and that she was handing up with phone.

Company response to consumer: Closed with explanation