Consumer complaint received 2023-03-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
Dear Consumer Financial Protection Agency, I dont know if you can help me or not, but I dont know where else to turn. Capital One , National Association ( https : XXXX ), just closed my oldest credit card on me for inactivity despite the fact that I was trying to use the account and they never provided me a credit card to do so ( which I requested ). 

To put it chronologically, in XXXX Capital One sent me a letter saying they were going to close my account for inactivity. I called them back ( XX/XX/XXXX, XXXX XXXX ) right away saying that the credit card I had was expired, and I wanted to use it, could they please send me a new credit card. They said yes, I was satisfied. I waited for my card to arrive so I could use it to make a purchase and prevent the account from being closed. 

What I did not know then ( they did not tell me and I just learned today ) is that apparently my account was marked inactive and they never sent me a replacement credit card. So while I was waiting, I forgot about the issue until in XX/XX/XXXX, Capital One sends me a letter saying they have closed my account for inactivity. 

I call them back on XX/XX/XXXX, and tell them Im still waiting for my card. It doesnt make an y sense to me to close the account for inactivity when Im trying to use it, they just havent given me the tools to do so. So they open up a case for me, saying I can appeal the closure of the account. 

I call back again on XX/XX/XXXX to ask about the status of the case. The agent on the line tells me that the case hadnt been reviewed yet, and that the next step is for Capital One to call me. So I wait again for Capital One to call me about the case. I thought I would have a chance to explain to the decisionmaker the fact that due to Capital One not sending me a card when I requested it, I couldnt use the account. 

I called back again today XX/XX/XXXX, to check on the case again. I learned ( after talking to 4 people and spending more than an hour on the phone ), that my case was reviewed on XX/XX/XXXX by Agent ID XXXX, who never called me, and apparently didnt seem to care that I couldnt have used the account even though I tried. The appeal was declined. When I called again today, I learned that I cant appeal anymore, that was a final decision, and that I couldnt have done anything in the first place, I needed to have called back after Capital One failed to send me a card back in XXXX, and I had been spending all my time trying to fix the closure in vain. 

I am rather upset about this because its my oldest account by a decade, and I really did want to use it, I just didnt have the tools to do so. Im concerned about the impact on my credit history and score. I dont know what to do, I feel like I tried to do the right things by calling them and requesting a new card, which they said they would send me ( but didnt ) and that Capital One gave me incorrect information several times ( they would send a card, they would call me ). Im told now there is nothing that Capital One can do, but it feels to me they could just reopen my account and make things right, and chose not to. Im not sure what else to do, or where else to turn, I just wanted to share my story with you in the hopes that maybe you can do something.

Company response to consumer: Closed with explanation