Consumer complaint received 2024-12-02 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: FL

Complaint narrative:
Dear Capitol One I am writing this letter as a deeply dissatisfied long-time customer and business owner who has trusted your institution for many years. Despite my loyalty and efforts to responsibly manage my account, I have encountered a series of frustrating and disheartening experiences that compel me to bring these issues to your attention. 

First, I would like to address the matter of poor decision-making regarding line-of-credit increases. As a long-standing consumer and business owner, I would expect my financial history and the longevity of my relationship with your institution to be key factors in evaluating my creditworthiness. Instead, my application for a line-of-credit increase was denied, citing reasons that disregard my consistent efforts to maintain a positive standing with Capital One. This decision feels dismissive and shortsighted, particularly in light of my demonstrated financial responsibility. 

Second, I must highlight the lack of action taken on a critical issue regarding three late payments on my account. These late payments occurred during a time when I was XXXX XXXXXXXX, a period of XXXX XXXX XXXX XXXX that temporarily disrupted my ability to meet certain obligations. Despite assurances from your representatives that these late payments would be removed and a letter I sent over a month ago to formally request their removal, no action has been taken. This lack of follow-through demonstrates a troubling disregard for customer concerns and commitments made by your representatives. 

Moreover, I have noticed that while Capital One reports to all three major credit bureaus, it does not report ALL relevant information. Specifically, the history length of my accountopen for more than five yearsis not being accurately reflected. This omission skews my credit profile unfairly, depriving me of the creditworthiness I have worked hard to establish. It is unacceptable for a financial institution to selectively report data that negatively impacts its customers while failing to include positive account history. 

Furthermore, the inability to speak with representatives on U.S. soil has only added to my frustration. As a customer and business owner, I expect to communicate with individuals who are empowered to resolve issues effectively and who understand the nuances of my concerns. Instead, I am often met with company scripts and repetitive, unhelpful responses that do little to address my actual needs or provide real solutions. 

It is particularly disappointing to see how customers like me are frequently targeted with offers for new financial products, yet when we seek assistance in moments of genuine need, we are met with little to no resolution. When I required support to address critical issues, Capital One failed to provide the assistance I needed. 

This lack of customer care, paired with the endless scripts we are expected to follow, results in no tangible resolution for the customer. It paints a picture of a company more interested in marketing than in fostering meaningful relationships with the people who entrust their finances to you. 

As a consumer and business owner, I expect the same level of respect and effort I put into maintaining my account to be reciprocated by the institution I choose to bank with. When we, as customers, do the right thing and work to resolve issues responsibly, it should not be met with dismissiveness or bureaucratic inaction. Capital One must do betternot only for me but for all the loyal customers who find themselves tossed into a pool of unresolved grievances. 

I intend to make this issue public if necessary, to ensure others understand how longstanding customers are treated. I hope this letter serves as a wake-up call to improve your customer care practices and uphold the trust and respect your customers deserve.

Company response to consumer: Closed with explanation