Jenilee S.

I was hospitalized for several months in 2020 and into 2021. I had 14 surgeries and 2 skin grafts, and was in a coma induced state for much of this time. Upon starting my recovery journey, I had plans of purchasing a home and using my Venture card (with $15k limit) to purchase large items. I started using my card again to purchase some of these items, and realized my line had been decreased to $5k. I immediately called customer service. An ederly man who sounded brand new assisted me and advised that because I didn't use the line, it had been decreased. I explained my situation but he said nothing could be done. He said it was my fault because they mailed me letters warning me. I advised I never received them. Two days later I called back to unlock an old accounts and it turns out they had the wrong address on file, supporting my claim I never received notification. I asked to speak to management about this issue and to request a credit line increase back on my card. She was very callous to my situation. I offered to provide documentation providing proof of my hospitalization and my upcoming home purchase. She advised it was a business decision and no reversal could be made. Not only does this decision negatively impact my credit score, but it also impacts my ability to make my purchases for my new home. I've been a loyal customer for 7 years, and have always paid on time. I have three different accounts with Capitol One. The total disregard for customer health during a global pandemic is unreal and disappointing to say the least. I will be taking my business, and hard earned money, elsewhere.