Consumer complaint received 2019-02-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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:
In XXXX of XXXX, I filed a Fraud complaint with Capital One. They closed the card number and sent me out a new card. In XXXX, I received a letter asking to validate my physical address on file or the account would be closed. I logged online on XX/XX/XXXX ( they have a record of this ) and updated the accounts for both cards. 1 Card worked fine. The card with the Fraud Complaint had an error preventing me from updating the address. I tried to update it again a few days later, and it appeared to work. 

Suddenly in XXXX, my card stopped working. When I called in about it on XX/XX/XXXX, they said the account was closed because they didn't have my physical address. But they DID have my physical address. They asked if I wanted the account reopened, and I said yes. they said it would take 7-10 days for me to get a response. I said ok. 

On XX/XX/XXXX, I get a call from XXXX ( Employee ID : XXXX ) who says that their team has reviewed the account and that they aren't going to reopen it. I asked for an explanation, and they said they couldn't get me one, that it would take 7-10 days. 

On XX/XX/XXXX, I get irate and take to XXXX. @ XXXX XXXX XXXX team told me to call in and ask for a supervisor. So I do, and I talk with XXXX ( Employee ID : XXXX ) who was very unhelpful, refused to escalate the issue and said that there was no one that I could talk with. This enraged me further on XXXX. 

A few minutes later, on XX/XX/XXXX, XXXX ( Employee ID : XXXX ) calls me back and says that he found evidence of me updating the address on XX/XX/XXXX and has attached it to the case, and asked for permission to call me back the next day. 

At the same time, the Social Media team indicated that someone would contact me " shortly '' but refused to give me an ETA. And yes, I was very upset. 

On XX/XX/XXXX, XXXX ( Employee ID : XXXX ) called me back and said that they couldn't reopen the account. I immediately raged and asked why, and was given the same answer of it would take 7-10 days for me to find out. I asked for escalation and to speak to a manager and was told it would take 72 hours for someone to call me back. That was unsatisfactory to me. And asked to speak to a supervisor. I was informed that it would take a long time, and I simply didn't accept that answer. 

A few minutes later, I was handed over to XXXX ( Employee ID : XXXX ) who identified herself as the sole person in charge of making the determination on this account reopen. She said that she couldn't. I asked why. She said it was because I didn't contact them after receiving the letter. But I did. And she shows I contacted them on XX/XX/XXXX online to update my addresses. She then claimed that it wasn't good enough, that the letter stated that I needed to contact them.. as in verbally, as in phone call. But, I didn't interpret that letter and simply felt that we live in the year XXXX and that updating my account information online is as good as calling. She claimed that the Patriot Act and Truth in Lending laws prevent her from reopening the account. I claimed that as an untruthful statement because Captial One DID have my physical address, they have confirmation that I did log online. 

XXXX, being the sole person in charge of this decision, has stated that it would be her breaking a law to reopen it. Yet, I gave Captial One all of the information they needed. they had a physical address. They have proof that I " contacted '' them online and updated it. Yet, she has remained steadfast in the acknowledgment that A ) this isn't my fault, B ) this isn't Capital One 's fault, and C ) she has decided not to reopen it. 

I have been a user of Captial One for 11 years. How do they lose my address? How is this my problem? I did everything that Capital One made NO attempts to call me on this matter, and XXXX could not confirm or deny that they made no attempts to call me. 

So now the penalty is on me for no reason. I am bearing the burden of incorrect credit closure and reporting. I am bearing the burden that if I want this account, I have to reply, thus being another credit hit.

I am FURIOUS.

Company response to consumer: Closed with explanation