Consumer complaint received 2025-12-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
CFPB COMPLAINT Company : Capital One Regulator : Consumer Financial Protection Bureau Product : Credit card Issue : Improper restriction of available credit ( Open-to-Buy ), refusal to provide records, failure to follow disclosed policies What happened ( full timeline ) A credit card transaction on my Capital One account posted and settled on XX/XX/2025. Despite the transaction posting, Capital One applied and maintained an Open-to-Buy ( OTB ) restriction that limited my available credit. 

On XX/XX/XXXX and XX/XX/XXXX, I contacted Capital One multiple times requesting release of the Open-to-Buy restriction. I was advised that the restriction would not be released until XX/XX/2025, despite the transaction having already posted and settled. 

My account is in good standing. I have made multiple payments during the billing cycle, there is no bill currently due, and Capital One confirmed there was no fraud alert, no dispute, and no delinquency associated with my account. The payment was elective, intentional, and fully authorized. 

I asked Capital One to explain the criteria used to apply an Open-to-Buy restriction under these circumstances and was told by representatives and supervisors that Capital One is permitted to apply an Open-to-Buy restriction whenever it chooses. When I requested the written policy or cardmember agreement provision authorizing an Open-to-Buy restriction after a transaction has posted, Capital One refused to provide any written policy or disclosure. 

I also repeatedly requested a copy of the Open-to-Buy posting record, including the exact date and time the restriction was applied to my account. I specifically asked for any system log, account history entry, or timestamped record showing when the restriction went into effect. Despite escalating to multiple supervisors, Capital One refused to provide any such record and would not confirm whether one exists. 

Throughout the day, I was repeatedly placed on hold, transferred between representatives, and required to restate the same facts and requests multiple times. Each escalation resulted in the same refusals and no resolution. This repetitive and obstructive handling served no legitimate purpose and created the impression that I was being worn down rather than assisted, despite my account being in good standing and my history of paying my bills. 

This situation occurred immediately after I completed a stressful shift in medicine. Because Capital One restricted my available credit and refused to provide basic documentation, I was required to remain at work in order to access a computer and phone to continue addressing the issue. The prolonged escalation process, lack of transparency, and repeated refusals caused significant emotional distress. As a direct result, I experienced acute XXXX symptoms consistent with an XXXX XXXX  including panic, distress, and inability to disengage from the situation. 

Open-to-Buy restrictions apply to pending authorizations. Once a transaction posts and settles, the authorization should be released absent a documented fraud restriction disclosed in writing. Capital One has identified no fraud concern and has provided no written disclosure authorizing discretionary or post-settlement Open-to-Buy restrictions. 

Capital Ones refusal to provide policy documentation or a timestamped record prevents verification of when or why my available credit was restricted and raises serious concerns regarding improper credit restriction, failure to follow disclosed terms, inadequate recordkeeping, and lack of transparency.

What I want the company to do Immediately release the Open-to-Buy restriction applied after the transaction posted.

Provide written documentation identifying the specific policy or cardmember agreement provision that authorizes maintaining an Open-to-Buy restriction after a transaction has posted and settled, if such a policy exists.

Provide the date- and time-stamped record showing when the Open-to-Buy restriction was applied, or confirm in writing that such a record can not be produced.

Confirm that Capital One will not apply arbitrary or undisclosed Open-to-Buy restrictions inconsistent with posted transactions going forward. 
Key facts for review Transaction posted and settled : XX/XX/2025 Open-to-Buy not released on : XXXX XXXX XXXX Release delayed until : XX/XX/2025 ( per Capital One ) No fraud, dispute, or delinquency Multiple payments made during billing cycle Repeated refusal to provide policy or timestamped records Emotional distress and XXXX  caused by prolonged obstruction

Company response to consumer: Closed with explanation