Consumer complaint received 2025-01-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR

Complaint narrative:
Subject : Complaint Regarding Capital One Secured Credit Card and Mishandling of Funds I am filing a complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding my Capital One Secured Credit Card. 

On XX/XX/year>, I made a {$350.00} payment on my account. Then, on XX/XX/year>, I made an additional payment of {$60.00}. I had also made purchases, and filed disputes for two charges of {$140.00} and {$95.00}, which were added to my available balance on the same day I deposited the {$60.00}. Heres how my balance should have worked : I had {$27.00} on my account from the {$350.00} deposit, and after adding the {$60.00} deposit, my available balance was {$87.00} ( {$27.00} + {$60.00} ). 
The disputed charges of {$140.00} and {$95.00} were added, bringing my available balance to {$330.00} ( {$87.00} + {$140.00} + {$95.00} ). 
On XX/XX/year>, I made the following purchases : I spent {$100.00} at the pharmacy, bringing my balance to {$220.00} ( {$330.00} - {$100.00} ). 
I spent {$6.00} at XXXX XXXX XXXX and XXXX, bringing my balance to {$210.00} ( {$220.00} - {$6.00} ). 
I spent {$16.00} at XXXX XXXX XXXX XXXX XXXX, bringing my balance to {$200.00} ( {$210.00} - {$16.00} ). 
I took a cash advance for {$43.00} at XXXX, bringing my balance to {$150.00} ( {$200.00} - {$43.00} ). 
I spent {$14.00} at XXXX, bringing my balance to {$140.00} ( {$150.00} - {$14.00} ). 
I spent {$14.00} again, bringing my balance to {$110.00} ( {$140.00} - {$14.00} ). 
Capital One took a {$5.00} cash advance fee, bringing my balance to {$100.00} ( {$110.00} - {$5.00} ). 
I spent {$9.00} at XXXX, bringing my balance to {$98.00} ( {$100.00} - {$9.00} ). 
At this point, I had {$98.00} remaining on my card, which I needed for gas to get to work. 

On XX/XX/XXXX, I filed a dispute for a down payment I had spent on a car because the VIN number was not the same as the XXXX 's record. I wanted my money back because I would not be able to legally register the car. I also disputed a {$25.00} XXXX admissions test charge for the car. These disputes were unrelated to the money I already had available on my card. 

However, when I checked my balance, the money I had was gone. I called Capital One and spoke to a representative. The first representative told me that pending charges were the reason my money disappeared. I explained that when I made the purchases, the amounts were immediately deducted from my available balance. But he continued to insist that pending charges were responsible. 

I asked to speak to a supervisor XXXX times because he was rude and disrespectful, talking over me and providing inaccurate information. Eventually, I was transferred to another representative ( not a supervisor ), who was kind, listened to me, and reviewed my transactions. She confirmed that my account did not add up and that I should have had funds available. She transferred me to a supervisor. 

The supervisor acknowledged my concern and said she did not initially see what caused my money to disappear, but after reviewing the account, she explained that the cash advance had posted but was still showing as pending. She mentioned that this sometimes happens. She also noted that the {$6.00} charge at XXXX XXXX XXXX and XXXX was showing as a duplicate charge. 

I was glad that someone took the time to investigate, and I assumed the issue would be resolved. However, when I went to get gas, my balance was still unavailable. 

I called again, and the representative told me that because I filed a dispute for a fraudulent charge ( which I never said it was ), my provisional credit would be withheld for up to 90 days. I never claimed the charge was fraudulent ; I stated that the product was faulty. The representative entered the dispute as fraudulent, which caused this delay. 

This is not acceptable to me. I have filed disputes before and have always received provisional credit within XXXX days. Other banks provide provisional credit the same day. I was not concerned about provisional creditI was concerned about the money I had deposited into my account. This deposit, made a day before I filed the dispute, was unrelated to the disputed charges. It was needed for gas so I could get to work. 

I explained this to Capital One, but they refused to give me back my money. The entire {$500.00} credit limit is my own money because this is a secured credit card. I told them that if I could not get to work, I would lose my job, but they did not care. They continued to be rude and insinuated that I was lying. They refused to listen to the recorded conversation I had with the supervisor earlier in the day, which would have verified what I was explaining. 

As a result, I could not get gas, I could not go to work, and I received a two-week suspension from my job. Now, I am going to be short on rent, bills, my car note, and insurance. I canceled the dispute so I could get my money back, but Capital One is still telling me it will take a few days. This is unacceptable as I can not even go look for a temporary job to keep up with my bills.

Capital Ones actions have caused significant financial hardship, and their treatment of me was completely inappropriate. They lied to me, hung up on me, talked over me, and have caused further harm by preventing me from accessing my own money. I am requesting that you review all recorded phone calls between myself and Capital One from XX/XX/XXXX to XX/XX/year>, to see how I was treated and how I was given inconsistent reasons for where my money went. 

I request that Capital One be held accountable for their action

Company response to consumer: Closed with monetary relief