Consumer complaint received 2020-06-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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 XX/XX/XXXX, this company closed both of my credit cards stating 1st party fraud, never told me, and continued to operate as though the cards were open through many of my conversations with representatives in regard to other topics. When I caught this and brought it to their attention five months after ( XX/XX/XXXX ; spoke to Senior Investigator " XXXX '' ), they've done nothing but play games with me during what they called an investigation process. Ultimately, deciding not to reopen my cards. Before I get into the final details, I want to point out : - I had Card # 1 from XX/XX/XXXX until the supposed close date XX/XX/XXXX. 
- I had Card # 2 from XX/XX/XXXX until supposed close date on XX/XX/XXXX. 
XXXXUntil XX/XX/XXXX ( 6 1/2 and 4 years respectively ), my payments were 100 % on time. I even paid off the cards multiple times. I was an A+ customer. 
- In XX/XX/XXXX I contacted them about hardship options. I had been going through a divorce, and trying to pay my mortgage and take care of my children on one income. While I STILL had never been 30 days late, I was anticipating that I was going to have problems meeting my minimum payent in the near future As a result, they denied temporarily lowering my APR, but put my on what they call as " Specialty Program ''. What that meant was you would not be charged any late fees ( {$38.00} per month ) if your payment was late. And even though they still had an obligation to report to the Credit Bureaus, as long as I made my min. payments in under 30 days, it wouldn't mark my credit report anyway. I followed this Program to a " T '' until XX/XX/XXXX. I began to struggle even more, and on XX/XX/XXXX my payment became 30 days late for the first time in 6 1/2 years on Card # 1 and 4 years on Card # 2. But even then, I contacted them on XX/XX/XXXX, spoke with rep XXXX XXXX, created a payment plan to fix the problem. I then contacted them a " XXXX '' on XX/XX/XXXX and created a second set of payment plans. I downloaded the onlne chat transcripts from both of these calls. I'm glad I did, because both of them advised me incorrectly. So much so on the second go round, that I followed the payment plan terms, and when I went to resume normal payments after it ended, I noticed that Capital One had me down for missing 3 payments in a row. I called on XX/XX/XXXX, spoke with a manager named, XXXX, who had it investigated. On XX/XX/XXXX, a Senior Invesitgator, XXXX, called me back, said that they found in my favor. After reviewing the chat transcripts, found I was advised incorrectly and that corrections were made, it would be fixed to reflect I paid my payment plan according to the given terms, and that my credit card would be updated accordingly ( strange considering my card was closed all along, huh? ) -I actually even made additional payments in between due dates once on these payment plans. 
-While not the main reason for filing this complaint, I think this is important to mention, because I feel strongly that this is why this company is not doing the right thing. They made an errors and they are not willng to fix it because I am now a customer who was on their specialty program. In my opinion, they figure they should just do away with me because it's easier than letting me continue on a plan that they suggested and I follow it as instructed. 
This brings me to the main issue, and my accounts now being closed. The bank account that I used since XX/XX/XXXX( and was attached to everything in my life ) was hacked in XX/XX/XXXX. They stole {$1500.00} from me, and it was a nightmare to recover from. This was not a debit card, it was the entire bank account. So, my money was not immediately replaced. I had to wait 2 weeks to see the funds returned, and it took nearly 45 days to be completely rectified. Everytime we got close to closing out the account while waiting for a pending bill or deposit to come through, the hackers would hit it again for another random smaller amount. I learned really quick that bank accounts being hacked are much harder to remedy. Not to mention all the little hiccups afterward.. it was like a ripple effect and a very stressful time, much more than I would have ever imagined. I also had to get an entirely new account. I was ALMOST CERTAIN that I removed the old compromised bank account info from capital one 's website. But, I may have overlooked it because it was such a disorganized disaster. I do at least have proof via email from Cap One that I permanently added ( as opposed to just typing it in every time I make a payment ) my new bank account info to their website in XX/XX/XXXX. My payments from my new bank account are documented and you can see me paying with my new accounts every month thereafer. However, I got an email in XX/XX/XXXX from Cap one saying my payment was declined. The account cited in the decline was my old closed account that had been hacked. I called Cap One immediatley ( Manager, XXXX on XX/XX/XXXX, from Cap One acknowledged they could see this call documented on XX/XX/XXXX ). I said that I could have sworn I removed that account, and not sure why I didn't catch it when I swiped up to accept payment on my phone ( I didn't always use mobile payment ), but it's very possible I just didn't notice that it had defaulted to that account as a payment method. BUT, that's very odd because I had been paying from open / current accounts for nearly an entire year at that point. Why was it even an option, even if I didn't catch it? The rep said no problem, and he'd permanently remove the account info from the payment methods and that it wouldn't even allow me to add it back on if I tried, so no worries as to it happening again. On XX/XX/XXXX, I got an email stating I had a document waiting for me on Card # 2. I logged in, and it was a letter stating that me a bank account used for my recent payment had been flagged as incorrect or ineligible. I figured the letter was a follow-up to what me and the rep discussed the following day. That was the last I heard of it. Not a notice they were closing my accounts. Not to mention this only happened on Card # 2, but they closed both cards and one of the reps ( XXXX  on XX/XX/XXXX ) said I tried to use the old account on both. 100 % not true and anyone who just looks at my payment history can see that. So, I then continue on 6 more payments, consisting of 2 payment plans created by 2 different reps on two different dates, AND, I settle and entire investigation about inaccurate payment plan information and inaccutrate credit reporting in my favor by a supervisor and a senior investigator, after this supposed closure in XX/XX/XXXX. I even paid paying extra payments by mail in between due dates, ( one set of payments mysteriously got lost in the mail, and I had to remail ). All along no one from Cap One is saying a word. Not one person knew the accounts were closed. Their reps even acknolwedged that someone should have caught this. Luckily, by taking notes, names and dowloading chat transcripts, I was able to get them to fix other errors in the past. Now is no different. I have documented every call. I have documents, emails, details to support everything I have stated here. I am so very offended that a customer who had a flawless payment record prior to applying for the hardship program, but then followed the hardship program as instructed, is being accused to trying to purposefully use a flagged bank acount for payment. I've never so much as been given a speeding ticket! It was bad enough that I had to deal with the aggrevation because someone stole FROM ME, and account that I alerted capital one to was closed. And then to close my accounts, say nothing, have reps that continue to speak to me, and take payment from me as if it was open, and no one is willing to fix this situation. On XX/XX/XXXX when I spoke with Senior Invesitagor, " XXXX '', she was very sympathetic and acknowledged this was just not right. She told me to be prepared that the investigation could take up to 20 days due ot COVID. I waited a total of 35 days ( XX/XX/XXXX ) to get a denial with zero explanation! When someone called me back on the to basically say, " sorry about your luck '', I expressed my intent to file at small claims court and report them to AG and Cosumer Finance, unless they took the time to speak with me, get the actual details, and reconsider, the investigator told me she would turn it over to their " Advocacy '' team to see what could be done. I requested that I actually get to speak to someone from that team prior to decisions being made. I waited another week and yesterday ( XX/XX/XXXX ) I get a voicemail from a " XXXX '' referring to herself as another senior investigator. When you return calls you never get to speak to the person that called you. You just speak to whatever Sr. Inves. answers the phone, and it's like starting all over again.. I call back. It's just another investigator who has to read the notes on my case like they all do when they call back and then proceeds to tell me that she has no idea what an advocacy team is or what the prior investigator was talking about. Are you kidding me? The last Senior Investigator just invented an imagainary department? I asked this woman ( I could not hear or understand her name, as there was a lot of disrruption on her line ) would not even listen to me when I asked if I could please share the details with someone.Then she said someone would call me back when they could. This is insane.They ruined my credit! By A LOT! That was my oldest standing card and they ruined my credit by closing it. For a reason that simply isn't true, and documentation to support that. The fact that they can get away with destorying someone's credit and accuse them of fraud when clearly it is not .... and I'm left to pick up the pieces of this mess.

Company response to consumer: Closed with monetary relief