Consumer complaint received 2022-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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:
Capital one approved me for a credit line in XX/XX/2022. Upon which, I selected my XXXX  XXXX  account to act as a primary source of funding. Unfortunately there was a fraud situation with the XXXX  XXXX  account that forced a couple of payments to be returned to capital one without my knowledge. Once I realized the situation had occurred I immediately reached out to capital one to fix the issue. I needed to communicate with capital one what had taken place on my XXXX XXXX  account and I needed to regain access to my account because it was showing as restricted. I spoke with XXXX representatives during the month of XX/XX/ 2022. They advised me that not only was my account ending in XXXX was restricted, but that it was also closed. This was unbeknownst to me. Capital one never told me my account had been closed. The first representative took the initiative to reach out to XXXX XXXX Upon doing so, The capital one agent collected the necessary information they needed to proceed in the necessary steps to regain my account access. One of which was to un-restrict my account access that had been limited prior to. Once that first step was completed successfully, The agent advised me that the next step would be to submit their notes/recommendation to reopen my account to a senior account specialist and guaranteed that my account would be reopened. But first I had to complete corrective payments to my capital account. The capital one representative also advised me that these payments would fix the returned payments that had taken place. The representative again assured me that my account would be RE-OPENED. Finally, the capital one representative gave me the instruction to call back in a few of days so that the company may validate and process the corrective payments. I called back in a few days and spoke with another representative. The XXXX representative told me that they saw my payments were posted and that I would be ELIGIBLE to reopen my account based on their investigations. The representative advised me that I would get a final decision in 7-10 business days. Over 25 days had passed and I received no communication or response on the status of my account. I reached out to capital one in XXXX. The representative I spoke with in XXXX told me that no one has escalated my account to a senior representative as of yet and that my account was not under review at all. The representative told me that they are just showing that my account is closed but can see notes left by the XXXX previous representatives about submitting my account for reopening. Next, I patiently waited for a senior representative to come on the line. This representative was very disrespectful and unhelpful. This senior account specialist I spoke with in XXXX of 2022 has caused me mental and physical health issues due to the treatment I was forced to endure. I was denied my full rights as a loyal capital one customer and was talked to and demeaned in such a horrible way. By the end of the call I was in tears. The representative indefinitely closed my account as I learned today, because of non factors that related to the terms and conditions of my current account ending in XXXX. This representative went to extremes to humiliate me and brought up old accounts from more than 7 years ago to base his decision upon. This was done by this account specialist because he had no way whatsoever in following the previous recommendations from the XXXX previous representatives I spoke with. My account was closed. But as of today XXXX/XXXX/2022, my account ending in XXXX is still showing up as open but restricted on the capital one app when I log into it. I am also still receiving cards with this account number in the mail. I also called today XXXX/XXXX/2022, they are still not willing to consider my account for reopening even though I am still making on time monthly payments on my balance. I asked if I could be submitted for another review and was denied based on what ever the unprofessional specialist I encountered wrote in XXXX of 2022.

Company response to consumer: Closed with explanation