Consumer complaint received 2023-05-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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 wrongfully closed a credit card account in my name, ending in XXXX, under pretended concerns about fraud. They disregarded all of my efforts to remedy the situation. 

On XX/XX/XXXX  I attempted to buy a plane ticket originating in a foreign country. Capital One flagged this transaction as possibly fraudulent and sent me an email asking if I recognized the purchase. I responded that I did. In the past that had always been sufficient to get my card re-activated. 

On XX/XX/2022 they sent me an email asking me to call them to resolve the issue. I was traveling and didn't call them until XX/XX/XXXX. After the call on XX/XX/XXXX they sent me a link to upload documents but I was unable to get it to work ( I later discovered entirely on my own that their upload link frequently does not work with the XXXX XXXX. ) On XX/XX/XXXX they sent me a letter saying they would close my account within 45 days if I did not provide additional information. On XX/XX/XXXX I called them ( call duration XXXX minutes ) and again on XX/XX/XXXX ( XXXX minutes call duration ) to figure out how to upload the documents they requested. At this point they asked for " Federal or State Issued ID '' ( copy of email preserved ) and I uploaded a copy of my passport. 

On XX/XX/XXXX I called them to find out the status of my card ( call duration XXXX minutes ). The agent falsely claimed that I had to upload only a state ID ( not Federal ) and my account had not been reopened because of this purported failure on my part. They emailed me another link and I uploaded an image of my New Jersey driver 's license. 

On XX/XX/XXXX Capital One sent me a letter saying they had closed my account " because we still haven't been able to get that information from you. '' At this point I had uploaded both my passport and driver 's license and had talked to them at a minimum for XXXX minutes trying to " get that information. '' On XX/XX/XXXX I called to try to resolve the closure ( call duration XXXX minutes ). At this point they said that in order to get the account re-opened I would have to either fax or mail a photocopy of my NJ driver 's license. On XX/XX/XXXX I faxed a copy of the DL and mailed it as well. On XX/XX/XXXX ( call duration XXXX minutes ) I followed up and the agent said my fax wasn't acceptable because it was " too blurry, '' although of course they never sent me a copy of my " blurry '' fax or even explained what possible legitimate concerns they could have about my identity at this point. 

My mailed copy of my driver 's license was lost without a trace. After the XX/XX/XXXX call I was sent yet another link to upload documents and told to follow up within 10 days. 

On XX/XX/XXXX I called to follow up ( call duration XXXX hour XXXX minutes ) and was told my account was closed and there was nothing anyone could do to fix it. 

Capital One, through reckless indifference, incompetence or desire to deprive me of benefits, wrongly closed my account and in so doing stole, on information and belief, approximately XXXX miles associated with the account. Proper restitution would be for Capital One to, at a minimum, reinstate my account and miles balance.

Company response to consumer: Closed with non-monetary relief