Consumer complaint received 2023-04-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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:
On XX/XX/2023, I filed CFPB complaint # XXXX, in which I alleged retaliation against me by Capital One for my raising concerns and allegations of unfair, deceptive and abusive practices related to graduating my secured Platinum to an unsecured credit card. I also filed this same complaint with the Office of the Comptroller of the Currency on XX/XX/XXXX. In this complaint, I also expressed concerns and made allegations of abuse and retaliation against me by their agents, XXXX ( Capital One employee ID # XXXX ) and XXXX. ( Capital One employee ID # XXXX ). On XX/XX/XXXX, I received a call from XXXX, Principal Complaints Coordinator at Capital One ( Capital One employee ID # XXXX ), who called me at XXXX XXXX. PST on a recorded line, when I was living in XXXX -- and also the address listed on my account -- and on Pacific Standard Time. I have attached the XXXX call logs from my phone number, showing that XXXX XXXX XXXX to me at XXXX XXXX  was illegally made outside the hours at which a financial institution may not call me before XXXX XXXX. local time to the address on the account. As noted, and as was said on the recorded call, XXXX violated the law and called me at XXXX XXXX. local time from an XXXX area code. I informed XXXX of this violation on the call. On this call with XXXX, we discussed the behavior from agents XXXX ( Capital One employee ID # XXXX ) and XXXX. ( Capital One employee ID # XXXX ), and I alleged retaliation by Capital One for restricting my accounts on XX/XX/XXXX, after only a week prior to this, I had filed a complaints alleging unfair, deceptive, abusive and unlawful practices with my Capital One Platinum secured credit card. I also expressed concerns that XXXX had told lies on my call with her and she made a threat of retaliation to re-restrict my accounts after I became frustrated and dissatisfied with her behavior. XXXX then read to me the transcripts of the calls with XXXX and XXXX, and he agreed that the call from XXXX could have been handled better. Regarding the call with XXXX, he agreed that she did, in fact, lie on that call -- she said I called her XXXX XXXX ' but as XXXX read the call transcript to me, he said on multiple occasions that I did not say that at all. Instead, as XXXX read back to me, I asked of myself : " How XXXX do you think I am? '' XXXX agreed to forward both of these calls, along with his findings and the call transcripts, to the next level above him : Capital One 's XXXX XXXX XXXX. XXXX stated that he believed that particularly my call with XXXX warranted an internal review for the way I was treated. I asked XXXX, still on the recorded line, if I had done anything abusive or anything that warranted Capital One closing my accounts for my conduct, and he assured me -- on the recorded call -- that no, I was not abusive toward any of the agents. Also on this recorded call, XXXX told me that Capital One policy is that if a customer is abusive or uses foul language, company policy is to send a warning letter to the customer prior to any credit revocation or fore-closing of accounts. I have received no such thing. On the morning of XX/XX/XXXX, I learned, by way of looking at XXXX XXXX that my Capital One accounts had been closed. Capital One intentionally, knowingly and falsely reported that all three credit card accounts were closed on XX/XX/2023. This date of closure is knowingly, intentionally and deliberately false and inaccurate ; Capital One, again, reported this false data in retaliation for my continued, legitimate complaints against them, their business practices and their agents ' conduct. I have attached a screen shot of the information showing the accounts were falsely and inaccurately reported as closed on XX/XX/XXXX. I have also included the most recent credit card statement for my XXXX XXXX account ending in XXXX, which very clearly shows that charges were made on, and posted to, the account on and after XX/XX/XXXX, when Capital One alleges the accounts were closed. Also on XX/XX/XXXX, I spoke to a Capital One representative, a Fraud and Disputes Supervisor named XXXX ( Capital One employee ID # XXXX ), who refused to verbally tell me why my accounts were closed ; he told me it was against company policy to tell me that information and that I had to wait for a letter in the main. Again, I expressed to XXXX my assertion that Capital One was retaliating against me. XXXX never once acknowledged this or took action when he was told, many times on the call, that I believe Capital One is engaging in business practices that violate the law and my rights as a consumer. I then called back and spoke to XXXX ( Capital One employee ID # XXXX ) a supervisor in the Escalations Department. XXXX verbally shared with me that all my Capital One credit card accounts were closed due to my abusive behavior on a call that took place on XX/XX/XXXX. I advised XXXX that the only call I had to or from Capital One that day was from XXXX, the Principal Complaints Coordinator who is mentioned in this complaint. I asked XXXX if it was possible that there was a mix-up between XXXX filing a complaint on my behalf for the threatening and abusive call I had with XXXX on XX/XX/XXXX. XXXX agreed to look into it and placed me on hold. When she returned to the call, she was unable to tell me the exact details of the allegedly abusive call that Capital One claims occurred that triggered the force-closing of all my accounts When I pressed XXXX for more detail, again alleging that Capital One is engaging in illegal business practices and retaliation, she refused to answer any more of my questions and began threatening to disconnect the call. When I told XXXX I had more questions, she refused to address them and once again, on a recorded line, threatened to disconnect the call -- and she did for no valid reason. I have a mountain of evidence to substantiate my claims, concerns, assertions and allegations that Capital One has abused me, treated me unfairly, deliberately stated lies on recorded phone calls, broken their company policies -- particularly the policy that XXXX quoted to me on receiving warning letters prior to force-closing accounts if Capital One alleges abusive behavior by a customer, recorded threats of retaliation by XXXX, falsifying data that has already been reported to the credit bureaus, and retaliating against me by closing all my accounts because I blew the whistle and spoke up about the illegal, threatening, retaliatory actions and behavior exhibited by Capital One and its employees. I am fully prepared to take this case before a court of law if Capital One does not wish to resolve this amicably and with a mutually agreeable resolution -- and the evidence I have amassed more than substantiates my claims. Capital One has also caused harm to my credit score and credit file, and I have suffered credit and financial losses as a direct result of Capital One force-closing my accounts. I am also concerned and worried that Capital One has collected my sensitive, private and confidential information, including bank statements with full account numbers, when I was asked to provide them all this info and data on XX/XX/XXXX. It's worth noting that any time I file any type of complaint against Capital One -- whether internally or with regulatory bodies -- my accounts immediately and suspiciously become restricted and labeled as " fraud, '' yet Capital One never once substantiates their claims of fraud. I believe that Capital One is intentionally and knowingly attempting to intimidate and silence me -- and possibly other customers -- from coming forward with legitimate complaints and allegations, by making any rectifying difficult, cumbersome and impossible. Again, I am fully willing and prepared to bring suit against Capital One in a court of law if we can not reach a mutually agreeable solution to my issues. In summary, Capital One is brazenly attempting to steamroll and bulldoze customers who they believe won't fight back, and I am not the type of person ; I will pursue this to the fullest extent of the law and seek all civil, criminal and other penalties for the financial and emotional harm Capital One has inflicted upon me.

Company response to consumer: Closed with explanation