Consumer complaint received 2017-10-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
I made 3 payments to my 2 CapitalOne accounts, approved by my mother, from her XXXX account. When she received her statement, she forgot that she had approved these charges and notified XXXX, asking them to initiate an investigation. While she was on the phone with XXXX, I reminded her of her agreement that I use her account for these payments, and she immediately advised XXXX to discontinue the inquiry and pay the items. XXXX indicated that it was too late to halt the inquiry and it would take a few days for the process to run its course. While my mother was on the phone with XXXX, their representative contacted CapitalOne and initiated a 3-way call so I could explain the situation to CapitalOne. This occurred XXXX XXXX, XXXX. On XXXX XXXX, CapitalOne notified me I was over my credit limit by a substantial amount. I contacted CapitalOne and advised them that this was a result of the confusion that arose on XXXX XXXX. At that time, the representative told me my account was only 6 days past due, and no adverse action would be taken provided the account was paid promptly. My mother again contacted XXXX ; they indicated CapitalOne would be paid within 24-48 hours. On XXXX XXXX, the payment still had not been posted to my accounts, and CapitalOne told me they had closed my accounts. My mother once again contacted XXXX ; they told informed her CapitalOne had rejected payment. I originally spoke to XXXX, a Fraud supervisor ( ID # XXXX ) and was told there was no documentation in my records reflecting the conversations that took place XXXX XXXX. She told me that once an account is closed, it rarely is reopened unless supporting documentation is provided. She advised that if I could obtain proof from XXXX that they had contacted CapitalOne on the XXXX, they should be able to reopen my accounts. I subsequently spoke to a different supervisor ( named XXXX, ID # XXXX, in their Fraud Department ) At that time, my mother, a XXXX representative ( XXXX ), XXXX, and I had a conversation to discuss our next action. XXXX confirmed to XXXX the details of the conversation from XXXX XXXX, confirmed that sufficient funds existed in the XXXX account when the original payments were made, and that my mother had authorized those payments. I submitted a statement from my mother 's XXXX account, as XXXX requested. She then submitted that and her comments to the Account Closure Review Team. She said she would advocate on my behalf to get the accounts reopened and would call me back by Wednesday, XXXX XXXX. Today, XXXX XXXX, I 've received no call from XXXX and once again contacted CapitalOne. I spoke to XXXX, in the Fraud Department, who indicated that on Monday, XXXX XXXX, a representative named XXXX ( ID # XXXX ), in Account Closure, had notated the decision not to reopen my accounts. XXXX provided no additional information other than XXXX was not in today, and would be asked to call me when he returns next week. All contact with CapitalOne has been initiated by me, and I have complied with all requests to document what had happened. I 've never made a late payment ; my accounts had never been over my credit limit until this occurrence, which I had tried to prevent several weeks before CapitalOne took action.

Company response to consumer: Closed with explanation