Consumer complaint received 2018-01-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
At age XXXX ( now XXXX ) i began repairing my credit that was poor due to difficult life circumstances. I purchased a $ XXXX prepaid credit card with capital one to help me build credit. After a year they let me sign up for a {$1500.00} credit card, and another 2 years later they let me sign up for a {$15000.00} card. My credit profile was built with Capital One as a loyal customer for years. Until XXXX I never had another card besides Capital One. 

I have never missed a single payment. I have never paid late. I have paid all balances down to XXXX within a month or two since inception. 

I make elective payments above and beyond my minimum required payment to more quickly pay down balances whenever i receive a paycheck ( twice per month, usually {$2000.00} at a time ). 

All of the above accounts have now been shut down because of a web system error on capital one 's web portal. 

Because of a website glitch on Capital One 's web portal, I mistakenly set my " pay from '' account to an old checking account that is no longer active. I did n't realize there was a glitch until I received my first notification that my payment had been rejected. I logged onto the website to see what was happening, and could not figure it out. I tried to submit another payment, and a few days later I got another alert that it was rejected. 

After being frustrated with multiple payment failures I finally found the website bug causing the issue. When you are on the capital one payment screen if you select your pay from account, and then change the pay to account, the " pay from '' account auto reverts to the default account without notifying the user. This bug breaks acceptable user experience standards and is quite clearly not an intentional feature. Furthermore, after discovering the issue i contacted capital one to request that they remove the " pay from '' account that is no longer active and they told me that because it was a capital one checking account tied to my account it could not be removed. Each and every time a payment bounced it was followed by a payment from the correct account that went through. 

A month later the bug caught me yet again and forced another failed payment. Only this time it was immediately followed by all of my credit cards with capital one ( $ XXXX + {$1500.00} + {$15000.00} ) being closed down. I called capital one and spoke with customer service reps who all agreed that this case was unique and that my accounts should not have been shut down given my impeccable customer and payment history. They referred my to the executive resolution department, to which I have now mailed 4 separate priority mail letters and received no response in 8 weeks. 

I now have no credit, no access to credit, and my " average age of account '' has been destroyed because of the shutdown accounts so now I am not even able to apply for a new credit card. After being a healthy and responsible credit card user for 5+ years I have to start over from scratch. 

To shut down my credit cards because of a glitch on their system, while I was trying to make payments above and beyond the minimum payment, is quite asinine to me. I am being punished for the combination of being a responsible credit user + capital one 's broken web interface. I understand why these systems exist to protect us, and i respect that, but this was not triggered by a violation of capital one 's acceptable use, it was triggered by an error in their online web system. 

At this point, I want someone at Capital One with the authority to reopen my account to review my case and give me a clear answer on why or why not they can reopen my account or provide me with a new credit line. I have been unable to get a response to my letters and been hung up on by over 8 different reps after spending dozens of hours on the line with Capital One. I have no other choice to force Capital One to recognize this issue besides filing this complaint. 

This is a systemic issue due to their website system glitch and should be addressed for the sake of other consumers who might fall victim to this same glitch.

Company response to consumer: Closed with explanation