Consumer complaint received 2025-12-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR

Complaint narrative:
Company : Capital One Bank ( USA ), N.A.

Issue Category : Credit card servicing, payment handling, account restriction, and adverse action decision Problem Type : Unfair servicing practices, mishandled account dispute, ECOA internal adverse action based on creditor-created hardship Desired Outcome : Regulatory review, internal data disclosure, reconsideration, account servicing correction, and relief SUMMARY OF COMPLAINT I am filing this complaint because Capital One restricted my active credit card account without closing it, interfered with my ability to make normal payments, denied dispute assistance, and then later denied me a new credit application based on internal scoring that was heavily influenced by Capital Ones own servicing conduct.

Although Capital One confirmed no credit bureau was used, they issued an ECOA internal adverse action decision digitally on XX/XX/year> based on internal behavioral scoring. 

The internal adverse scoring is not accurate, because : 1. Capital Ones account restrictions and servicing decisions created unusual balance behavior, and 2. Capital One used those internally-created conditions to justify denying me new credit, instead of addressing the servicing hardship they created. 

I am on XXXX due to XXXX  and XXXX and asked for internal support, dispute handling, and payment flexibility during hardship, but Capital One did not provide reasonable assistance, and my servicing dispute was denied or mishandled. 

This conduct materially affected : my ability to cure the balance, my servicing experience, internal scoring factors, and the adverse action decision. 



SERVICING VIOLATION UDAAP / CFPB STANDARDS When the account was active ( not restricted ), Capital One made curing more difficult by : blocking debit card payment access, limiting or removing easier payment options, not clearly confirming payment submissions in the app, and not assisting with dispute or hardship requests. 

After Capital One restricted my account, the servicing experience changed suddenly : The mobile app started displaying clear Thank you for your payment confirmations Payment submission became more transparent and user-friendly Debit card payment options became easier Account management became smoother only AFTER restriction This servicing improvement was not available during the active period, when I was trying to cure the account. 

This shows inconsistent account handling, which : interfered with my ability to maintain normal usage, made curing harder during the active period, and contributed to internal risk factors later used against me. 

Servicing interference that creates consumer hardship and then becomes the basis for internal adverse scoring is unfair, deceptive, and abusive under CFPB and UDAAP servicing principles.

Capital One should not : restrict normal payment access during financial hardship, deny dispute support, make servicing harder during the active period, and then use resulting hardship as an internal scoring factor for adverse action.

This is a system-level servicing violation separate from ECOA.

ECOA VIOLATION INTERNAL ADVERSE ACTION On XX/XX/year>, Capital One denied my online credit application and issued a digital ECOA adverse action notice stating : Observed activity inconsistent with typical customer account usage One or more accounts exceeded the credit limit and confirming no credit bureau was used Capital One is using internal hardship behavior that was influenced by its own servicing conduct as the reason to deny credit, which is inaccurate and discriminatory under ECOA, especially for a XXXX consumer experiencing hardship. 

Internal adverse scoring must be : accurate, consistent, non-punitive, and not based on hardship that the creditor materially contributed to. 

Here, the internal scoring was impacted by Capital Ones servicing, not independent misuse.

Under ECOA : adverse action must reflect accurate internal evaluation, not internal hardship caused by servicing failures, especially not hardship experienced by a XXXX consumer who repeatedly attempted to cure. 



ADDITIONAL CONTRADICTION At the same time Capital One denied my credit application internally, the mobile app continued showing Open New Account invitations, which is inconsistent with the adverse action reason.

If Capital Ones internal scoring reflected true credit ineligibility, the app should not be marketing new accounts to me simultaneously. 

This internal contradiction supports : pretextual adverse action inconsistent internal logic non-transparent evaluation

Company response to consumer: Closed with explanation