Consumer complaint received 2024-12-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
In XX/XX/year> I requested to consolidate two of my Capital One credit cards with XXXX XXXX XXXX. Capital One allowed me to consolidate my Venture card, but not my XXXX XXXX. No reason was given and I tried to get an answer from them as to why on two separate occasions before I got a representative from XXXX XXXX XXXX on the phone with me as I contacted Capital One. After being transferred to several different representatives for over XXXX minutes we finally got an answer from someone stating that I was enrolled in a lowered interest rate program until XXXX and that I will be able to consolidate my XXXX XXXX  as of XX/XX/year>. Once XX/XX/year> came I inquired about consolidating my XXXX  XXXX  and it was declined. I again got on the phone with Capital One and yet again got transferred to several different representatives, but this time I was told that the system still showed me as set up in the same program and to try back next month. At the beginning of XXXX I again inquired about consolidating my XXXX  XXXX  and the request was rejected again. I again got on the phone with Capital One to inquire as to why the request was rejected. Again I was transferred to numerous different people and this time I was told that there was nothing showing that I was enrolled in a program and to send another request to consolidate. Another request was sent and the request was rejected once again. I called Capital One once again to get transferred a number of times to no answers as to why this was happening and I was told to send another request to consolidate. XXXX of the Capital One representatives told me to try again in XXXX, because by then it might show that my time in the lowered interest rate program has ended. Come XXXX the same thing happened again, but this time the second Capital One representatives that I spoke to, on XX/XX/year>, told my that I was in a " system generated program '', I informed her that I did not agree to any such thing and I demand to be taken off of it, but the fourth representative that I spoke with, on XX/XX/year>, told me that I was not in a " system generated program ''. The fourth Capital One representative also told me that there were several reasons as to why I could not consolidate my account at the moment, but he was not at liberty to tell me what the reasons were. I pressed him and told him how suspicious this practice seemed, and that if he was not able to give me at least XXXX of the reasons as to why I am ineligible for consolidation of my XXXX  XXXX, then I will be forced to take the issue to the Consumer Financial Protection Bureau. I was then placed on hold for a number of minutes and the representative got back on line and read from an email that he said was sent to me ( I never received such email. While he was reading it, I was checking my email and asked him for the date of the notice and which email account it was sent to, no such email was in my spam, junk, or inbox ). The email only stated that they regretted to inform me that I was ineligible to have my XXXX XXXX  consolidated at this time. There was no reason as to why. I once again explained this to the representative. By this time I had been on the phone for over an hour getting nowhere as usual. I asked the representative to give me the direct number of someone that can give me a straight answer that I XXXX call tomorrow and he gave me an XXXX number. All I have been given is the runaround for the past XXXX months with these people and I am never going to be given a straight answer. Mind you the shorts of all these phone calls was XXXX minutes long, and ever since the first time I got XXXX of the representatives from XXXX XXXX XXXX to be on the line with me in XXXX while I was on the phone with Capital One for over XXXX minutes, XXXX XXXX XXXX has affirmed that they do not call other credit companies and that they only send letters, and Capital One keeps telling me to have XXXX XXXX XXXX call them to discuss the consolidation of my Platinum card even after I tell them that XXXX XXXX XXXX will not call.

Company response to consumer: Closed with explanation