Consumer complaint received 2026-04-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MS

Complaint narrative:
FORMAL CONSUMER COMPLAINT PATTERN OF DENIAL OF HARDSHIP ASSISTANCE AND FAILURE TO PROVIDE REASONABLE REPAYMENT OPTIONS I submit this complaint for regulatory review of Capital Ones servicing practices concerning my credit card account, specifically its repeated and categorical refusal to provide any hardship-based repayment accommodation despite multiple documented good-faith attempts to resolve the obligation over an extended period. Account Balance : Approximately {$4800.00} Requested Arrangement : {$50.00} per month based on verified financial capacity Timeline of Good-Faith Attempts to Resolve Account XX/XX/XXXX : Initial request for assistance and repayment flexibility due to financial hardship, I was given no late fees. XX/XX/XXXX ( XXXX XXXX ) : Follow-up request for hardship accommodation and structured payment plan. XX/XX/XXXX ( XXXX XXXX ) : Additional attempt to obtain repayment modification aligned with ability to pay. XX/XX/XXXX ( XXXX XXXX ) : Continued request for hardship consideration and alternative payment arrangement. XX/XX/XXXX ( XXXX XXXX ) : Most recent contact, during which I was informed that they do not have any hardship offers at this time. Nature of Denial Across all attempts, Capital One has failed to provide any individualized hardship evaluation or any structured repayment alternative aligned with my documented financial circumstances. The most recent and explicit responsethat no hardship offers are available at this timereflects a categorical unavailability of hardship assistance rather than a case-specific assessment of ability to pay. Despite clearly communicating my willingness and ability to make consistent monthly payments of {$50.00}, no repayment plan, modification, or temporary accommodation has been offered at any point. Consumer Impact As a result of these repeated denials, I am placed in a position where continued compliance under the existing account terms is not feasible, and default risk is unavoidable despite ongoing good-faith efforts to avoid delinquency. This outcome is occurring not due to refusal to pay, but due to the absence of any reasonable repayment pathway being made available. Requested Regulatory Review and Relief I respectfully request that the Consumer Financial Protection Bureau review the following : Whether Capital Ones repeated refusal to provide any hardship-based repayment accommodation reflects a failure to engage in reasonable servicing practices for consumers experiencing documented financial hardship. Whether the categorical statement that no hardship offers are available constitutes a denial of meaningful individualized consideration of repayment ability. Facilitation of a reasonable and sustainable repayment arrangement consistent with my financial capacity ( $ XXXX ). Temporary suspension or reduction of interest and fees during hardship repayment consideration. Written explanation of Capital Ones hardship evaluation criteria and the basis for denial across multiple requests over time. I am not seeking debt forgiveness or avoidance of responsibility. I am seeking a structured, realistic repayment arrangement that allows me to satisfy this obligation without inevitable default or disproportionate financial harm. I respectfully request prompt regulatory review and appropriate intervention.

Company response to consumer: Closed with explanation