Consumer complaint received 2025-06-09 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: IN

Complaint narrative:
Im writing to express my serious frustration regarding my recent experience with Capital One. Ive been a loyal customer with a strong payment history and over {$100000.00} in available credit. This is the first time Ive ever been past due, and the way this situation was handled left me feeling misled, dismissed, and inconveniencedespecially while I was on vacation. 

On Sunday, XX/XX/XXXX, I attempted to use my Capital One card and it was unexpectedly declined. I had been traveling and was unaware my account was past due, though it was less than 30 days overdue. As soon as I realized the issue, I immediately made a payment and called Capital One. 

I spoke with XXXX ( Employee ID XXXX ), who initially said there was nothing she could do. I asked her to look at my payment and account history and offered to verify my bank balance. She eventually called my bank with me on a three-way call, and after confirming my available funds, she placed me on hold and then returned saying she had overridden the suspension. She assured me my card should start working soon. 

However, the card was still declined multiple times, so I called back and spoke with XXXX ( Employee ID XXXX ). She told me the previous agent failed to zero out the past-due balance, which caused the continued suspension. Her suggestion was that I try using the card to see if it works, which felt concerning and even predatorylike a potential attempt to trigger interest or fees. I asked for a supervisor. 

XXXX ( XXXX ID XXXX ) came on the line and told me the override had not been processed correctly by the first rep but assured me everything was now fixed and the card would work. When I asked for an email or confirmation of the complaint, I was told that wasnt possible and had to trust him to file it internally. 

Unfortunately, this morning ( XXXX, XX/XX/XXXX ), I again tried to use my card and it was still declined. I called again and spoke to XXXX, who couldnt provide her employee ID despite my request. She said the account looked fine and transferred me to another supervisor. 

I then spoke with XXXX ( Employee ID XXXX ), who informed me that everything I had previously been told was incorrect. According to her, payments take 24 hours to post, and there was no possible way my card would work until Tuesday at midnight. When I pushed for clarification, she deflected, implying this was all a miscommunication or something I misunderstoodwhich was both dismissive and offensive given the hours Ive spent on the phone trying to fix this issue. 

To be clear : I was on vacation with my only credit cardCapital Onewhich was unusable due to what should have been a simple issue. 
I was repeatedly given inaccurate and conflicting information by multiple agents. 
I was led to believe my issue was resolved, only to find out later it was not. 
I received no compensation or meaningful support, and no one took ownership. 
I was essentially blamed for being confused, despite being repeatedly misled. 

Additionally, I was unable to earn miles on my tripone of the primary reasons I use Capital One in the first place.

Ive always counted on Capital One for reliability and service. This experience has made me question both. I am requesting the following : 1. An acknowledgment of the mishandling of my account and inaccurate information provided.

2. Assurance that my account is in good standing and that there will be no negative impact to my credit.

3. Compensation or goodwill adjustment for the inconvenience, stress, and lost miles during my trip.

4. Confirmation that my complaint is officially logged and reviewed by someone in a position of authority.

Please escalate this message appropriately. Im happy to provide call times or additional details if needed. I look forward to your response and resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation