Consumer complaint received 2017-08-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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 have two Credit Cards with XXXX XXXX XXXX XXXX.. On XX/XX/XXXX I made a payment of {$500.00} on one of the cards. The payment due date was not until XX/XX/XXXX and the account was not delinquent, in fact, it has a payment history of 100 % on time payments. On XX/XX/XXXX the {$500.00} posted to my account and brought my utilized credit well below the available credit limit of {$600.00}. Also on XX/XX/XXXX both of my Capital One Credit Cards were cancelled by Capital One. I called the number provided via the Capital One Website and after multiple transfers and an hour plus of hold time was able to get in touch with XXXX, badge XXXX in the Fraud Department at XXXX. Upon speaking with XXXX, he informed me that there were payments on the account that had been returned and did not post. This is why the accounts were frozen. XXXX then conference phoned in my bank, which happens to be Capital One 360 and asked her to investigate the returned charges, while I waited on the other line. Capital One 360 showed no records of the payments that Capital One stated were made and returned. Capital One 360 was able to however, that monthly payments were made and cleared to Capital One Credit cards that were my monthly payments. After speaking with the bank, XXXX from Capital One Fraud said he would then write an advocacy statement on my behalf to have the accounts unfrozen, since the returned payments appeared to be due to circumstances out of my control. He would phone me, once he had completed. I then missed XXXX 's call on XX/XX/XXXX and per his voicemail request returned his call on XX/XX/XXXX. After an excessive hold, once again, I was transferred to the fraud department, where I dealt with a very rude lady who basically said that the phone call from Capital One 360 was irrelevant and if I wanted to proceed any further I would need to send records of my bank statements to them. Again, XXXX XXXX XXXX I informed the lady that my time had already been wasted enough, I would not indulge her redundencies and do the same task over again that had been completed less that 24 hours prior. After refusing several times to transfer to my original rep, XXXX, I was finally able to get her to send him a message to please return my call. On XX/XX/XXXX XXXX then returned my call and stated that he would continue writing my advocacy statement, since he had told me previously that he would. Meaning that up to this point, he had failed to follow through on what he said he would. Thankfully Capital One records all these phone calls, however, they will not release them when asked. XXXX stated he would complete the statement on XX/XX/XXXX and would call me to follow up on XX/XX/XXXX. I asked XXXX if it was possible to be CC 'd on the advocacy statement, since it was on my behalf, so that I could ensure that it was done and also check the relevancy of the facts. I also asked if the recording of the phone call between Capital One Credit Card and Capital One 360 would be included and he said that he could. On XX/XX/XXXX XXXX did call, due to me being in a meeting I did miss his call. Per his message instructions I returned his call and was once again given the run around and not allowed to talk to XXXX, even after specifically giving his badge number. I was transferred to another rude lady in the fraud department, maybe the same one, and was told that nothing had changed and my cards would remain closed. Again, even though under the limit and never late/missed a payment. I then asked her for the Consumer Protection Info and she would not assist me in finding the correct office/branch/division/ to contact. In addition to being out approximately 5 hours of my time, my credit score will suffer as a result of losing the credit history length, payment, and credit utilization. I 'm also not satisified with their reasoning of " according to our terms we can cancel your card whenever we want ''.

Company response to consumer: Closed with explanation