Checking or savings account -- Managing an account -- Complaint #7259917
Complaint Overview
Complaint ID: 7259917
Company: Capital One Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: New Hampshire
ZIP Code: 032XX
Date Received: 2023-07-16T12:00:00-05:00
Date Sent to Company: 2023-07-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
1. I am a totally XXXX person and I use a screen reader program installed on my computer, which allows me to interact with my computer. Screen reader programs are not only used by persons with visual impairments, but also Screen reader software is used by persons with reading XXXX, such as XXXX. Also, I am an XXXX XXXX, who specializes in assistive technologies for persons with visual impairments. I am intimately familiar with how various technologies interact, in order to ensure that persons with XXXX have equal access to information. 2. The monthly bank statements are available to download from the banks website. The statements are in PDF format and I have been able to read the statements using XXXX XXXX XXXX software, which works with my screen reader. I have been able to read these monthly statements since XXXX and I save all of the statements on my computer, for reference purposes. 3. As of the XX/XX/XXXX statement, I am no longer able to read the PDF statement using XXXX XXXX and my screen reader software. Something has changed with regard to the production of the monthly PDF statement, which has made it inaccessible to persons using screen reader software. 4. Prior to contacting customer service, I performed extensive testing using XXXX different screen readers ( XXXX and XXXX ), on XXXX different computers, using XXXX different versions of XXXX XXXX. I wanted to make sure that there was not a problem on my end that was causing the issue. All tests had the same outcomeI was not able to read the PDF statement. 5. I contacted the bank on XX/XX/XXXX and spoke with a customer service manager ( XXXXemployee # XXXX ). I described my issue to him. He was not even aware that some people must use a screen reader, due to XXXX. He was sympathetic to my problem and opened a ticket, which he sent to the XXXX department. 6. I received an email response from XXXX ( email attached ). He indicated that no changes had been made to the statements and that the problem was on my end. He stated that I should try using a screen reader, such as XXXX or XXXX or maybe a different browser. The browser that is used to download the PDF file makes no difference. 7. I responded to XXXX ( email attached ). As of XX/XX/XXXX, I have received no further response.
Frequently Asked Questions
What is Complaint #7259917 about?
Complaint #7259917 was filed against Capital One Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2023-07-16T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.