Consumer complaint received 2017-12-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
This may be added later in the form, but my name is XXXX XXXX. My date of birth is XXXX XXXX, XXXX. This complaint is being filed against the Capital One Credit Card XXXX, account # XXXX. The events of the complaint are as follows : In XXXX I paid my Capital One Credit Card bill, {$540.00}, in full before the due date of XXXX XXXX, XXXX. XXXX days later I saw on my account that a charge of {$3.00} had been added and I called about that charge on XXXX XXXX, XXXX to ask what it was for. I was told the charge was interest, which had been figured up to the date the bill was paid. I had a lengthy conversation as to why they would think they could retroactively charge me interest when they gave me a deadline to pay my bill and I paid it before that due date. 
This had nothing to do with the amount of the bill, {$3.00}, it simply had to do with good customer service. If you give someone a date to pay their bill by, you should not go back and retroactively backdate and charge them interest after the fact for money which was owed up to the date that it was actually paid. This made no sense to me. That was the extent of that conversation and they said they would review the charge. I later saw that the {$3.00} had been removed from my bill XXXX days later, on XXXX XXXX, XXXX, and thought the matter had been resolved. 
I do not use this card much at present because I had consolidated some bills to save interest fees, but having a monthly bill, {$180.00}, which automatically drafts itself to this credit card I expected a charge in XXXX, which failed to show up on my account. At the time I thought perhaps it had been billed prior to me paying in XXXX and did n't realize there was a problem at that time. When the bill failed to show up again in XXXX I called that company to find out why I was n't being billed as usual and they said the charges for the past XXXX months to my account did not go through. 
I accessed my account on XXXX XXXX, XXXX and realized that the account showed to be in a suspended status. Not knowing what the problem was I next called Capital One and spoke to a representative at that time. I was told that my account had been closed. I asked why my account had been closed and was told that there were absolutely no records as to why the account had been closed. I explained about the situation in XXXX and specified that at No Time did I ever say anything about closing my account, but had only called about the discrepancy of the {$3.00} interest charge. I spent almost an hour on the phone with the initial representative and a supervisor trying to resolve the situation that day and was assured that the situation would be submitted for a review and someone would call me within 7-10 business days. 
I waited two weeks and never heard back from anyone at Capital One. On XXXX XXXX, XXXX I called again and was given directly to a supervisor when I said I wanted to make a formal complaint. I went through the entire process again, telling this supervisor exactly what had happened in XXXX and explaining about the conversation I had on XXXX XXXX, XXXX. This supervisor initially told me that the account showed that I had closed the account and I immediately challenged her on this accusation, because when I had spoken to them two weeks earlier the representative specifically told me there was absolutely nothing documenting why my account had been closed, therefore I knew they were trying to doctor their books instead of simply fixing the problem that they had created. I again told her that at no time had I closed my account and that I had n't even known it was closed until I spoke with them on XXXX XXXX, XXXX. She also tried to give me a lame excuse, saying that the account had been closed due to a delinquent charge. I challenged her on that claim because I clearly paid my bill in full prior to its due date of XXXX XXXX, XXXX and that the {$3.00} bill was n't added until XXXX XXXX, XXXX, XXXX days later, at which time I called about that charge and my account was apparently closed without my knowledge or permission XXXX days later, on XXXX XXXX, XXXX. 
Again this supervisor assured me that she was forwarding this entire case for review and asking that the account be reopened, because I was claiming I had never asked for my account to be closed. 
I called Capital One today, XXXX XXXX, XXXX, one last time, to see if they had done anything to fix this problem which they had created and were refusing to remedy, going so far as to doctor their books and make it look like I had closed my account even though I never even knew it was closed until almost two months later. I was told by the representative I spoke with, that these take time to review, usually 7-10 business days, and I told her it has been two weeks, 13 days actually, but if they had done nothing so far I did not think one more day was going to make a difference. I am truly disappointed in how Capital One has treated a long time customer, how they so easily ignored a simple solution to this problem and just reopened my account. XXXX I did n't even need an apology, just fix the problem! That was apparently too difficult. They would rather try to hide the problem, add records that are clearly false, and try to protect themselves and call me a liar. 
Everything I have stated should be easily proved, because Capital One claims they record every conversation. I specifically asked On XXXX XXXX if they did indeed record the conversations and was assured they are recorded. I was also told that every time someone records something on an account that it documents the person 's ID, so there should be verifiable proof that any records added after the fact showing I had requested my account be closed were well after the date my account was actually closed, and done so without my knowledge or permission. 
The sad thing is that the only thing Capital One needed to do from the beginning, was admit they made a mistake and reopen my account. If they had done that in the first place there would never have been a problem. As I stated earlier I do not use this account much at present, while I pay down some other bills, but at one time I used this account exclusively and as such I had built up well over XXXX travel miles, this being a Capital One Venture Card which earns double travel miles on every purchase. All I have asked for throughout this entire ordeal was that my account be reopened and that ALL of my travel miles be re-added to my account.

Company response to consumer: Closed with explanation