Consumer complaint received 2016-08-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I applied for a secured credit card with Capital One. I was approved and I initiated a deposit much higher than requested for a larger line. During the deposit process, their system went down and when it came back up it did n't confirm that the deposit had gone through, so I started over and did the whole process again. This time it gave me confirmation and I thought all was fine. Well, come to find out after the fact, the first deposit went through so they had it twice. Should n't be a big deal, right? Wrong ... .I contacted them and told them of the issue and was told that once they have the funds they ca n't return them if I want the card. The said if I wanted the funds back I 'd either have to totally cancel the card or I could go to my bank and put a stop payment on XXXX of the deposits. So, that 's what I did ... I put a stop payment on XXXX of the deposits. Instead of correcting the situation it only made it worse. When I received the card, I called the number on the front to activate it and was immediately kicked over to the fraud department. They proceeded to tell me that there was now a problem with the card because of XXXX of the deposits being returned. I informed them that was what I was instructed to do. They said that someone in the backroom was handling it and they would send them an e-mail to call me. I never received a call so after a few days I called again and got the same story but asked to speak to a supervisor. He said there was nothing he could do that it was being investigated by the " magical '' back room '' and they would contact me. Again, no contact other than a letter stating my credit card line had been decreased in half because of a partial return of deposit which was correct. Since I received that letter I thought all was fine ... .wrong. I activated the card and tried to use it and was declined. I called Capital One and they informed me the account was closed. Huh ... what? so I asked to speak to a supervisor and after going round and round with her for 30 minutes was told they had sent my other deposit back and the account was closed. I told her I had n't received the funds back which she confirm with Capital One bank. I told her all I wanted was a credit card so transfer my information to a new account and take the deposit again. She told me that could only be decided by the " back room '' and they would have to call me. XXXX from the supposed " back room '' called back 3 days later and said there was nothing that can be done and if I wanted a new account that I could apply. That sent me into a rage ... I told her I did n't want another inquiry on my account and she said that 's the way they process .... ( IT 'S A SECURED CARD ) where 's the risk anyway? She proceeded to tell me this was not their mistake and that I caused the whole incident by stopping a payment on XXXX of the unauthorized deposit debits. What a XXXX that 's the instructions they have given me ... I asked to speak to someone over her and she refused stating she did n't have to give me anyone 's name to discuss this with. She kept telling me to be professional which only incited me more as she kept reading her script. So now, I have no credit card and I have yet to receive my XXXX deposit back which they mailed. Why would they mail it when I bank with them? They act like they 're not part of the same organization. These people are arrogant, condescending, and have no clue how to rectify a situation that was caused by them twice, once with their system going down and then the second time when they told me to put a stop payment on XXXX of them. If you 're looking for a secured credit card then avoid these folks.

Company response to consumer: Closed with explanation