Consumer complaint received 2019-01-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
I emailed the CEO at Capital One, as I am trying so hard to get this account re-opened. I have the money to pay the entire balance!!! I am baffled and confused why my account was closed. We are leaving the country on vacation in 3 weeks & was planning on paying off card & using while in XXXX. This affected my credit score tremendously! As I have had this card for over 5 years!! This is the email Hello. My name is XXXX XXXX. I have had a Capital One card since XX/XX/2012. In only five short years, I have paid religiously and in return your card has helped my credit tremendousy. I am not sure if people ever thank you, but I really do appreciate that your company took a chance on someone with not great credit. 

Today, however, I learned that my account was closed without my knowledge. I have ben racking my brain on why this would happen especially jsut after the holidays where everyne tends to spend more. My first thought is blame My wife ( haha-just kidding ) but we recently switch from a bank to a credit union, as we are hoping to refinance our car for a shorter period of time. Well with the kids and the holidays she assumed I updated Capital One bank info and I assumed she updated, so we made scheduled payments but they were returned as that account was closed. I have the money to pay off credit card in full and was planning to pay off by end of month as we are leaving for XXXX in XXXX. ( Last year capital one went on a cruise with us and what a blast we had!! ) We had planned on paying off & bringing our most trustworthy card and having the  times of our life ( for a week, anyway ). But the account was closed??? After years of struggling financially and now finally owning a successful business, I am saddened by this. I hope you can reactivate this account, as although my credit is improving, I feel a loyalty to Capital One and would like to continue business with you for all future needs. 

Again I have been thinking and thinking why you all would close my account and thought maybe a little more activity on my credit may have looked suspicious. I was told by my credit union I did not have enough loans and credit accounts. So last month I got a personal loan, another small capital one rewards card & a store card as well, just to show I can balance many payments while maintaining a good payment history. So ultimately trying to build my credit may have ruined my good standing with my longest card and I hope thats not the case, as the personal loan will be paid off within a year & i hoped to keep the smaller capital one card available and then add my teenage daughter as a user in a few months, that way we can track her spending some. I had great plans and was looking forward to no longer having average credit and hoping in 6 months have excellent credit, but by you all shutting off my longest, oldest account-i think I will be back to step one again. 

I sincerely apologize about the returned payment, and I hate to think years of my on time payments would be affected by one small human error, especially during the holidays with kids -- its a busy, fun time and it was an error not intentional at all. I hope you will find it in your heart to reactivate my account so we may enjoy a great family vacation without the headache of dealing with banks & cash or credit reports. Thank you, sir, for your time. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX, FL XXXX XXXX Last four of card # in question : XXXX

Company response to consumer: Closed with non-monetary relief