Consumer complaint received 2020-03-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I attempted to pay Capital One account in full with a payment from my home equity line of credit on XX/XX/XXXX. I was told by my bank to enter the information ( routing number and account number ) from my home equity check which I did. 
Capital One did not recognize the account number and it failed in their system. The electronic payment was returned on XX/XX/XXXX. 

I called my bank and asked why the payment was returned. They said I had to type in a " 5 '' after the account number so that the payment could be paid electronically. On XX/XX/XXXX, I called Capital One and provided the information I received from my bank, making sure to add the " 5 '' to the end of the account number. The customer service rep at Capital One entered the information in the system. 

The payment again rejected because the payment numbers that XXXX XXXX XXXX XXXX provided me were incorrect. The funds to pay the bill were available in my account. 

I then walked to my bank to discuss the situation and worked with a banker named XXXX XXXX. We together called Capital One and asked why they did not accept the payment. Capital One said they would review it. I asked the banker for a cashiers check for the {$13000.00} owed to Capital One, and I sent the check in to Capital One to make the payment. It was posted on XX/XX/XXXX. My auto pay for Capital One also made payment of {$190.00} on XX/XX/XXXX. 

During the time I had this account open, my account was never late. All payments were made on time for the duration of my account with Capital One, which was 9 years. 

Next I received a letter from Capital One stating my Capital One account was closed due to two rejected payments. I called Capital One to ask why they closed my account and explain why two payments had incorrect numbers and a check was sent subsequently and paid the balance. The representative said I had to send in a letter from my bank explaining the situation with incorrect account numbers. 

I promptly met with my banker and he provided a letter, and I uploaded it to the Capital One System on XX/XX/XXXX. 

I did not hear back from Capital One regarding the letter I sent, so I called them on XX/XX/XXXX, and the representative said they received the letter and it looks like they will open the account. 

I reviewed my account on-line on XX/XX/XXXX and noticed the account was still closed. I called Capital One to ask why, and they said the fraud department was closed and to call back the next day. 

I called Capital One the next day ( XX/XX/XXXX ) to find out what happened to my account. I explained again the reason why the two payments failed and my previous discussions with the Capital One representatives. 

The representative said they could not open the account because the bank 's letter did not admit fault, and I had four returned payments. I questioned the four payments, so the representative searched for over an hour through my past credit card statements. He found a returned payment on XX/XX/XXXX. I asked why Capital One waited five years to state that payment had been returned? And I asked where the fourth one was, and he could not find it. I have been a customer of Capital One since XXXX, which is 9 years. I have paid my account on time for the entire time I had the account. 

The representative said I had to ask the bank for a new letter which states XXXX XXXX XXXX was at fault and send it through the secure link. I think I have had enough of Capital One. 

I believe they base their decisions on a formula, not on the human element, which is that a cardholder is doing her best to reactivate the account, paid more than the amount due through certified funds, provided the letter they requested, is a nine year customer and was never late in paying Capital One. 

Maybe they don't want to let me redeem the points I earned. I have XXXX points and when I asked for the redemption, they said no because they decided to close my account, even though I complied with their letter request, and made payments on time. 

At this point, I just want to redeem the points I earned.

Company response to consumer: Closed with non-monetary relief