Consumer complaint received 2021-05-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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:
Here is the explanation of the problem : In XXXX, I found out that for one of my purchases, I needed to have a master card, not visa or anything else, which I didn't have. I came to the US in XXXX, and my credit score was poor to have a credit card. So I applied at Capital One. The condition they gave me at that time, was to pay a deposit. Per the person I spoke to, the amount of XXXX $ would be kept in, that if I use my credit card, I will have to pay for back. Because I really need to have a master card, I sent a check of XXXX $ ( I reached out to my bank if they would have provided me with the receipt of that check, they said that more than five years, they can't ). 
I was notified last XXXX that due to inactivity, my card will be closed in XX/XX/XXXX. As soon as I received that message, I called Capital One to first check if they can cancel their decision about the closing of the account/card, I was told that they can't do that, but if I wanted to open another account, I should apply again. I then asked the person about the XXXX $ that was paid to open the account/ card, she said, " the XXXX $ will be sent to you when the closing will be completed in XXXX. However, there is XXXX $ reward that will be sent to you before the closing ''. 
I waited to get the XXXX $ in XXXX, I didn't get anything back. I called Capital One, and spoke to three different representatives : - The first representative told me that my card has never been a secured account ; that I had never send a XXXX XXXX deposit for my account/card. I told him that I paid the amount, and it was a condition for me to open the account. He said, " I saw a check here, but it was a payment that you made after using the card ''. I told him that the first XXXX $ check that I sent was given to me as a condition to open the account, and I barely used the card. 
- After the first conversation, I called back to ask for the number of the check that the first representative referred to, this one did not even acknowledge that I had ever paid that amount in any transactions. 
- The third one almost repeated what the second has said. 
I called my Bank if they could provided me with a bank statement for the last six months of XXXX, they said that they were able to only go five years back, that more than that it's difficult. 
I reached out to my lawyer who wrote to Capital One, they never got back to her. Below is the letter she sent to Capital One. 
She then advised me to reach out to you, I want Capital One to pay my money back, as well as all the time and energy lost in trying to solve this issue. 
Thanks XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, ILLINOIS XXXX FAX ( XXXX ) XXXX TELEPHONE ( XXXX ) XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Via U.S. Mail and email : XXXX XXXX : Customer Relations Capital One XXXX XXXX XXXX XXXX XXXX 
XXXX, VA XXXX XXXX : XXXX XXXX XXXX Account No. : XXXX XXXX XXXX XXXX. : XXXX To Whom It May Concern : Please be advised that XXXX XXXX XXXX has contacted our office regarding the above account, which was closed for inactivity in XX/XX/XXXX. 

Mr. XXXX informs me that when he opened the account in XXXX, a {$500.00} deposit was required and was paid. He was told that this deposit would be held in reserve but that he could not charge against it ; thus it was a little different from a typical secured credit card account. 

When he was notified that his account would be closed, Mr. XXXX called and asked about the deposit, he was told that he would receive it when his account closed in XX/XX/XXXX. In the meantime, he was sent what he was told was a reward of {$18.00}. When he received no refund in XXXX, he called and was told by one representative that his account never was a secured account and he never paid a {$500.00} deposit. This representative told him they saw a check payment in XXXX but that it was merely a payment on the account, not a deposit. A second and third representative he attempted to speak to did not acknowledge that there ever was a {$500.00} payment. 

Please send Mr. XXXX a full history of this account from the beginning and a comprehensive accounting of his XXXX {$500.00} deposit. Further, please refund the {$500.00} to Mr. XXXX within ten days of receipt of this letter. If you fail to comply, Mr. XXXX has been advised regarding all available remedies, including, but not limited to, a complaint with the Consumer Financial Protection Bureau. Thank you for your cooperation. 


Sincerely, XXXX XXXX XXXX Attorney at Law cc : XXXX XXXX

Company response to consumer: Closed with explanation