Consumer complaint received 2019-06-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
Dear Mr. XXXX, case # XXXX In XX/XX/XXXX my XXXX XXXX XXXX XXXX checking account ( XXXX ) was hacked and I had to close it. In the previous two weeks I had sent 5 payments to Capital One ( XXXX ) from that account. I pay my balance immediately. All of them were posted to my account. These payments were subsequently denied by the credit union. So, Capital One then puts all five denied payments on my XX/XX/XXXX statement as if they all showed up on XX/XX/XXXX. When the new account was open, ( XXXX ) I linked it ( XX/XX/XXXX ) to my Capital One account. I sent money to cover the denied payments plus the balance on the account. I had a {$15000.00} line of credit, XXXX miles, all gone when they cancelled my card XX/XX/XXXX. They said the account was closed because of the denied payments. 

I did receive a letter from Capital One dated XX/XX/XXXX informing me the account was closed. Unfortunately, the letter arrived on XX/XX/XXXX. 

Over the course of a week, I talked with three supervisors and explained what happened. I sent copies of the non-authorized debit ACH statements I filed with my credit union. They would not reopen the account. Took a hit on my credit numbers, dropping 40 points at one, 74 points at another. 

I pointed out to the last supervisor I spoke with that Capital One had violated the terms of service by not contacting me per the Security Alerts agreement when the first denial occurred.

Security alerts are provided to you for fraud protection and when  CERTAIN IMPORTANT CHANGES TO YOUR ACCOUNT OCCUR Since I have NEVER HAD A DENIAL OF PAYMENT ON THIS ACCOUNT, I would think it falls in the IMPORTANT CHANGES OCCURING category. 

These alerts are sent AUTOMATICALLY by email to your primary email address and by text to your mobile device number, if you have provided one. '' A service rep ( XXXX XXXX ) confirmed there was NO RECORD ON MY ACCOUNT OF ANY FAX, TEXT, OR EMAIL ALERTING ME TO A PROBLEM. 

My profile states that " AUTOMATIC CALLS AND TEXTS ARE ALLOWED '' and provides both my phone number and email address. 

Had any of your employees done what Capital One is obligated to do and notified me, I could have quickly resolved the matter. Had they contacted me the second time it happened, we could have fixed the problem. Or the third, fourth or fifth. They didn't. 

And what, in my opinion, is really a problem for your company image is that the human factor, the history of payments, the inability to just look at the facts and do the right thing, never happened. Like many of your cardholders, I worked hard to establish good credit. For five years this was the only credit card I carried in my wallet. 

Because of the serious ramifications of you closing an account, you should have a policy in place that you do not close an account without talking IN PERSON to the account holder. 

Im asking you to reopen the account, restore my miles, and notify the credit companies of the reversal. 

I'm sending a copy of this email to the LA XXXX consumer reporter XXXX XXXX. 



Regards,

Company response to consumer: Closed with non-monetary relief