Consumer complaint received 2025-03-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
To Whom It May Concern, I am writing to formally express my dissatisfaction with the treatment I have received from Capital One. While their services may function well under normal circumstances, my experience when trying to resolve an issue has been nothing short of frustrating and unacceptable. If I could give them a negative star rating, I would do so without hesitation. 



I have always been a responsible customer, consistently paying my credit card bills on time. As a result, I maintained an excellent credit score of XXXX before the situation I am about to describe. 



In XX/XX/XXXX, I applied for a business credit card with Capital One, despite already holding a XXXXXXXX XXXX XXXX with them. My goal was to use the business credit card for my nonprofit organization. Before applying, I confirmed multiple times with multiple representatives that I would receive a minimum credit limit of {$10000.00}. Based on these assurances, I proceeded with the application. However, upon approval, I was only granted a {$5000.00} credit limitfar below what was promised. 



When I called Capital One to discuss my credit limit and ask some questions, I was met with hostility. They told me I needed to request a credit limit increase, which I did, but my request was denied. I then called back to discuss whether they could either close my account without negatively impacting my credit scoregiven that they had already performed a credit inquiryor explore other options to understand why I was not being granted the credit limit I was initially promised. However, they denied all my requests. Eventually, I received a disturbing letter stating that if I continued to call and harass them, they would close my account. This accusation was both false and deeply upsetting, especially coming from a well-known financial institution. Since I have had the XXXX Capital One credit card for over 10 years with a {$20000.00} credit limit, I do not want to close this account. However, in XX/XX/XXXX, Capital One threatened to close my credit card if I continued to contact them, as I mentioned above. 

As a result, I decided to minimize my use of the card and avoid further contact to prevent unnecessary issues. 



A month ago, I received another letter from Capital One informing me that they were reducing the credit limit on my other long-standing credit card by {$10000.00}. Shortly after, I was notified that my credit score had dropped by XXXX points, a change directly reported by Capital One to the credit bureaus. 



On XX/XX/XXXX, I called Capital One to clarify the reason behind this drastic credit score drop. After an extended wait time, I was finally connected with a representative who treated me with extreme disrespecttalking over me, humiliating me, and even insulting me. When I requested to speak with a XXXX, I was flatly denied despite multiple attempts. I have never encountered such blatant rudeness from a customer service representative in my life. 



I then contacted XXXX to further investigate the issue. The first representative, XXXX, informed me that Capital One had reported a missed XX/XX/XXXX balance, which caused the credit score decrease. However, I have always paid my bills on time and have never missed a payment. She escalated the issue to Capital One but explained that XXXX has no authority over them and could only bring it to their attention. She also advised me to file a complaint with the Consumer Financial Protection Bureau ( CFPB ) if I wished to dispute the matter. 



On XX/XX/XXXX, I spoke with XXXX, a XXXX at XXXX, who confirmed that Capital Ones handling of my situation was highly inappropriate and should be reported. His response left me deeply concerned, as this issue has now impacted my ability to refinance my home. 



I am appalled by the way I have been treated by Capital One. As a long-time customer, I expected to be treated with professionalism and fairness. Instead, I was met with hostility, false accusations, and unprofessional conduct. 



I am seeking a resolution to this issue and request assistance from your department in correcting my credit report by removing the negative impact caused by Capital One. 



I appreciate your time and consideration and look forward to your response. 



Sincerely,

Company response to consumer: Closed with explanation