Consumer complaint received 2019-03-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2019 my husband and I applied and were approved for a Capital One credit card with a secured XXXX credit limit. We were told by Capital One that we needed to activate the card through their Mobile App which we downloaded to our phone. We logged in with information Capital One already had on file and our account was merged with an " existing '' account that did not belong to us and we were not aware of at the time. 

10 days after activating our account we remitted 2 payments. On XX/XX/XXXX, a payment of XXXX was made through the mobile app. On XX/XX/XXXX a second payment was made through the mobile app. Both payments were processed and returned without our knowledge. 

We called Capital One customer service on XX/XX/XXXX to find out why our payments had not been applied and found out through customer care that the payments made through the Mobile App where made with a checking account they had on file which did not belong to us and has never belonged to us. We asked that information to be deleted from our account and updated our account with the correct banking information over the phone, at the same time we made a 3rd payment over the phone with the newly corrected information. The payment was posted on XX/XX/XXXX for the amount of XXXX. We were told that once the payment had posted it would take 24 hours for our credit line of XXXX to be made available. 

On XX/XX/XXXX, we attempted to log into the mobile app to see if our credit line had been made available. The app was deactivated and we were not able to log into our account. We then called customer service and spoke to an account supervisor who informed us that a temporary 7 day hold had been placed on the account because of the two returned payments made back on XX/XX/XXXX and XXXX. She told us that in order for the hold to be lifted, we would need to contact our banking institution and have them speak directly with Capital One to confirm that the XXXX payment made on the XXXX had cleared the account. We called back later after we had our banking customer service rep on the phone and attempted to conference Capital One in on the call only to find out that our account had been permanently closed and we were no longer able to view our account online or through the mobile app. 

Capital One explained the account was closed under the justification that 2 payments had been returned and that in the Terms and Agreements, which we agreed to, it states that Capital One can close an account at anytime with payments that have not been honored. 

We understand this, however, the two payments we made, were made with the understanding that they were being debited from the correct account. We had no knowledge that Capital One had incorrect banking information and we were never given the opportunity to review any information they previously had on file. We submitted all the correct information for payment, and Capital One processed our payments incorrectly, then they closed our account without notice. We were penalized for their own mistake. 

We made a XXXX payment to this company understanding that we would receive a credit line of XXXX. They took our payment of XXXX and closed our account without giving us the services they promised. They will not issue a refund, and they refuse to re open the account. We've spent hours on the phone trying to investigate the issue and have not received any help concerning the matter. 

We subsequently found out through the Payment services center, that this card was actually an unsecured card and that charges had already been made. We have never used this card because we believed this was a secured credit card and that we had to submit XXXX before our credit line would be issued. A fraud investigation has been opened, but there is no guarantee our money will be returned to us in a timely manner. 

We want a refund immediately. Our bank is not able to reverse the charge because the XXXX was an authorized payment. We've lost XXXX and want our money back because Capital One failed to provide the services they promised and closed wrongfully closed our account.

Company response to consumer: Closed with explanation