Consumer complaint received 2025-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ME

Complaint narrative:
I am writing to file a formal complaint against Capital One regarding their handling of a fraud dispute, their failure to provide proper services like full provisional credit and expedited shipping. I am seeking your assistance to address these issues and ensure that Capital One fulfills its obligations to its customers. 

On [ XX/XX/year> ], I reported a fraudulent charge of {$110.00} taken from my account. Capital One provided temporary credit but failed to offer the full provisional credit I was promised. Additionally, I was charged {$16.00} for expedited shipping, which I was told would be free. This has caused me significant inconvenience, and I find these actions misleading and detrimental to customer trust. 

I strongly believe that Capital One should adopt 100 % fraud liability protection with {$0.00} out-of-pocket costs for consumers in all fraud cases, offer free expedited shipping, and provide full provisional credit immediately upon notification of fraud. These steps would help restore consumer confidence and ensure that customers are treated fairly and without unnecessary financial burden and delays. 

Beyond this fraud issue, I have been a Capital One cardholder for nearly XXXX years, during which time I have consistently paid off my balance. Despite being told I would receive an automatic credit line increase every XXXX months, my credit limit has not increased. Given my credit score of XXXX, I believe it is appropriate for Capital One to upgrade my current secured card, ending in XXXX, to an unsecured card with a limit between {$500.00} and {$6000.00}. This increase would prevent the type of fraud incident I experienced from having a significant impact on my financial situation in the future. 

In addition to the credit increase, I am requesting the return of the {$99.00} fee I paid for my secured card, as I believe I am now eligible for an unsecured card. I would also like to upgrade to the XXXX card with a higher credit limit, no annual fees, and a reasonable credit limit increase to protect my future financial goals. 

I previously had a positive resolution with the assistance of XXXX ( Will follow with him tomarro ), an underwriter for the XXXX, who waived the expedited shipping fee during a similar issue. However, I am now facing further frustration with the lack of resolution for this fraud case and my request for a credit increase. This has led to a loss of trust, and I am now seeking assistance from the CFPB to ensure that Capital One resolves these matters fairly. 

I kindly request that the Consumer Financial Protection Bureau investigate these issues and help ensure that Capital One upholds its obligations, including providing full fraud protection, expedited services, and the appropriate credit line increase. 

Please find the following details for your reference : Capital One Account Number : [ XXXX ] Date of Fraud Incident : [ XX/XX/year> ] Description of Issue : Fraudulent charge of {$110.00}, failure to receive full provisional credit, misleading expedited shipping fees, and lack of credit line increase. 
Current Credit Score : XXXX Thank you for your attention to this matter. I trust the CFPB will assist in ensuring that Capital One resolves these issues fairly and promptly. If you require any additional information or documentation, please do not hesitate to contact me at [ XXXX ] or [ XXXX ]. 

Sincerely, [ XXXX XXXX XXXX XXXX. ]

Company response to consumer: Closed with explanation