Consumer complaint received 2020-11-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My capital one Quicksilver account was paid in full and always paid on time. Due to other frustrating issues, I called and canceled my card on XX/XX/XXXX of XXXX. I have my phone bill and recorded call. 

Today for the first time in approximately 2 years I received an email from creditwise associated with capital one. Finding this odd, I pulled out my records with old passwords and signed right on to creditrise without any problem. It showed my XXXX card was still open. I called the number for capital one service using the last XXXX of the canceled card and I was let right into the automated information stating that I still had the full credit amount and no payment was due. 

I called capital one again and after long whole times I got a customer service rep and explain my situation, I was placed on hold and disconnected. This happens several times today period at one point I was transferred to credit wise, explained everything, placed on hold and after a long wait was disconnected there too period at no point did anyone ever try to call me back. I went online and there is no option for cancellation and chat would refer me back to the numbers I had already been calling. by this time I probably had close to an hour and a half into this process. I tried to write down the name so the customer represented is one I believe was named XXXX the other was named XXXX and I don't have the name of the other ones. 

I called capital one again and this time I finally was put through to XXXX, who was supposedly a supervisor specialist. I informed him again of the same information, including I don't want a credit hit for now on a card that was closed on XX/XX/XXXX as any hit on my credit report would have long recovered. I also said that at some point capital one would have closed the account due to lack of use on their own terms, again hurting my credit at some point in time in the future, for a card that should have been closed and again any hit should have recovered years ago. 
XXXX asked if I received a letter confirming my account closed. I advised him that was two years ago but I have my notes and my cards showing when the account was closed. other info would be in a file away from my home if it exists. However the account that I had also closed on XX/XX/XXXX which was a XXXX card, capital one was able to confirm that that card had closed. The payment dates were not the same to reach a XXXX balance which would be the reason for the two dates. my credit score will reflect I close multiple cards many due to consolidating multiple cards with one company into one card or closing cards I don't use all around the same time in XXXX. I definitely expected my credit to take a hit in XXXX but not in XXXX or whenever capital one decides to not tell me they kept a card open and/or on whatever date they decided to close it on their own. 

XXXX said there was nothing he could do. He said he could not put any note on my file or have any note put on my credit report. I said I wanted to speak to the legal department. XXXX said, " we don't have a legal department! ". I advised him that I was recording the call. Also that I was in Iowa and I had every legal right to do so. XXXX said, " You're recording the call? ". I said, " Yes. '' At which point XXXX immediately hung up on me. 

Capital one does not have the right to keep a card open when a customer wanted it closed. I've spent hours on this again today. I should not have to take more time to report errors to a credit reporting agency after capital one finally decides to close my account in one way or another. Disputing any hit with a Credit agencies, taking more of my time and effort, after the fact is the only option XXXX gave me to have. 

again, today for some unknown reason was the first creditwise alert I've had in years. even their credit reporting agency had not been contacting me. I can verify my score has changed during the past 2 years. I am not legally obligated to review my credit reports or dig deeper into my credit scores to discover capital one ignored me in XXXX, just like they are continuing to do today. capital one is utilizing my credit, devaluating what could have been approved for other cards and I'll possibly hurting any credit score when a large purchases planned period in addition, I don't know how this affects insurance rates or other services that use credit scores that I've had to get in the past two years. 

I have every legal right in Iowa to record calls. I should not legally be hung up on especially when capital one claims they do the same thing period especially when a supervisor specialist that I spent hours reaching, was obviously lying to me period this is a very one-sided " contract '' if that is the proper term. 

I have no idea why credit wise never contacted me in over two years until today as I have a lot of activity on my credit report and I'll pass 2 years. I have no idea as of this writing what the status of my card or credit reporting from capital one is going to be since it's been a few hours and I've not received any correspondence for this card that I have closed over two years ago and was very clear about that again today. capital one 's refusal, for whatever reason to close my account should not hurt any credit score now period nor should anyone ever be blatantly lied to by a credit card representative or hung up on for me doing a legal activity period I can only assume online options were removed to provide proof of conversations such as those that took place again today. Thank goodness for recorded calls. Quicksilver call was approximately 28 minutes and 4 seconds prior to this connection the longest capital one call today again there were multiple was 25 minutes and 18 seconds this does not include all the calls or the whole times no callbacks no text no emails or the online attempts.

Company response to consumer: Closed with explanation