Consumer complaint received 2023-12-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/2023 autopayment was on my account I turned it on & I was unaware that when my mother made a payment for me prior capital one associate added her banking info to my account, the automatic payment tried to take it from her account and the account had been closed and the credit card company tried to take the payment a few more times. I thought it was coming from my new business bank account but my balance never changed. So I called on the XXXX XXXX after the payment was returned and I kept trying to make a payment and nothing worked so XX/XX/XXXX I called with my mother to make a payment with her card and we made a XXXX dollar payment and the person on the phone said they can't add her payment option for future use because they have to use a 3rd Party application to process the payment so the other person 's information is secure. The lady from capital one removed all of the old payment accounts and noticed my mother 's banking information was added to my account. We were unaware of this and I asked is everything OK because on the app it said my accounts were closed. She said everything was good. I attempted to use my card and it was declined. I got paid yesterday XX/XX/XXXX and attempted to make a payment today and I found out they closed my accounts. They transferred me to the fraud department and I explained the situation to the managers of the fraud department and they were extremely unforgiving and continued to tell me there were no ways to rectify the situation and that my accounts will remain closed and that I needed to pay them off. I was mocked and belittled like they were superior to me and didn't care to hear my explanations of what was going on. I've never missed a payment. I had XXXX return payment in XXXX and I fixed that immediately. From XX/XX/XXXX to today I've been working on fixing the payment issue I was having and when I called today they stated the person I made the XXXX dollar payment with over the phone did not remove the old payment accounts from my other card with them and they considered it fraud and continued to tell me they don't know who my mother is. The phone calls were recorded and my mother verified the authorization for the XXXX dollar payment I made the last time. They told me today I have no options but pay the cards off and the accounts will remain closed. They were harsh. They made an error by adding my mother 's card to the account and I was unaware that it was her card that the autopay was set up for. The returned payment was for XXXX dollars. My purpose today was to make that payment. Also XXXX of my secured cards was XXXX dollars and they are keeping that they said. I'm at a loss of words on what exactly to do other than file this complaint. Nobody deserves to be talked down to like they did to me as all I was trying to do was fix the problem and they told me they didn't see a problem. I need help please help me.

Company response to consumer: Closed with explanation