Consumer complaint received 2022-07-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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:
Capital One bank closed my Quicksilver credit card account on XX/XX/22 without my consent. I did not know about the account closure until I logged into my account portal on XX/XX/22. Within my account portal I saw that my account was closed and my {$130.00} of cash back rewards removed. I check my accounts on a monthly basis and did not see any reminder within the account portal webpage about actions to take to prevent account closure. There was no webpage ribbon, no webpage pop up, no account documents that I could have accessed within my account portal warning me about account closure and what I could have done to prevent it. I have made all payments on time and have been a long standing account holder so was surprised by why Capital One would close my account without letting me know, and more importantly taking away {$130.00} of cash back rewards dollars that I rightfully earned. 

On XX/XX/22 I called Capital One bank using the customer service number printed on the back of my Quicksilver credit card. The first call representative indicated that there was nothing he could do about the {$130.00} cash back rewards dollars since the account was already closed. He transferred me to a second call representative who indicated that I should have received an email on XX/XX/22 reminding me to use the credit card. I acknowledged receiving this email, but explained that it was overlooked and it would have been helpful if there were additional reminders and consistent messaging with what is shown within the account dashboard. With the risk of phishing attacks, I always check my account dashboard and trust the information shown on that over any emails. The inconsistent and lack of messaging from Capital One is unacceptable especially when {$130.00} cash back rewards is something I earned and should be easily transferred to an existing Capital One account such as a checking or money market that I already hold. The call representative heard my concern but again did not do anything about crediting me back my {$130.00} of cash back rewards. Additionally, when I asked about any impact to my credit score, she also could not answer my question. 

This is the only Capital One credit card I have and I initially opened it because I needed a credit card that didn't have foreign transaction fees for when I travel XXXX. With the COVID-19 pandemic, I haven't been able to travel XXXX  which is why I haven't used this credit card as often. I spent a significant amount to earn {$130.00} of cash back rewards and feel as though Capital One has robbed me of it by closing my credit card with only one attempt to notify me. I feel completely caught off guard by Capital One 's actions and question the bank 's intentions. 

In an inflationary period, I am hurt by Capital One 's inflexibility to support its customers especially when they have not missed a payment and have been a loyal customer. It makes for a distasteful experience and certainly makes me question whether I should move all my assets out of Capital One in fear that they will close my other accounts without my consent as well. I have never encountered this situation before and feel that other consumers should be aware of Capital One 's lack of transparency.

Company response to consumer: Closed with explanation