Consumer complaint received 2017-04-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I had a PERSONAL Quicksilver Credit Card ( CC ) with Capital One ( CO ) since XX/XX/XXXX ( Card was issued by XXXX then purchased by CO in XX/XX/XXXX ). I also had a checking bank account through their CO360 Service. I never had issues with both. In XX/XX/XXXX my CC limit was around $ XXXX ( indicative of credit score ). CC was always paid on time. I never missed a deadline. 
.On XX/XX/XXXX ( date payment is due ) I was checking my statement and found fraudulent charges on my account from XX/XX/XXXX ( {$2.00} repeated over XXXX times the same day! ). I immediately notified CO about the fraudulent charges. 
4 days later, On XX/XX/XXXX my Checking account was closed without notification. I called to inquire and they told me no reason could be given. There were no issues with the checking account at all and there were absolutely no reports or any suspicious activities ( No cash deposits/No defaults/No bounced checks/No International trade..etc ). On XX/XX/XXXX my CC was closed. I received a letter dated XX/XX/XXXX stating my account was closed because " We have observed activity on your account that is not consistent with our expectations of usage for commercial or small business purposes. '' I called CO CC customer service rep and I explained to her that my account was personal! How would they close a personal account for violating their small business expectations! She referred me to their Executive Office. I talked to a XXXX twice. She admitted that my account was personal and that the letter did not make sense. She said she would investigate and call me back. There were no calls back. I called again on XX/XX/XXXX and I talked to a XXXX and she told me she saw nothing in the system about an investigation! She told me the decision was final. I asked her if the letter made sense and she acknowledged it did not! I asked to talk to someone higher up she said she was the highest person I could talk to! I asked to talk to the person who made that decision and she said she did not know who it was and there was nothing else she could do! 
I immediately talked to a friend of mine XXXX at CO CC division and he was able to explain to me what happened which was a stark violation of the law. 
1- The fraud report triggered an account review 2- In doing the review, CO decides if they want to keep the account or close it based on how much money they made ( They have pre-set numbers ) plus they have databases for risk. 
3- If they decide to close the account, their next job is to find a reason for the account closure to make their act look lawful ( Even though they have the right to close any account, the issue here is that they do it as a discrimination against anyone who exercises his/her right under CCPA ). 
4- The person drafting the letter of closure ( Coming up with a reason after a decision of closure was already made ) just made something up hoping no one would notice or mixed my account with others ( Business CC are not usually protected by CCPA so they love using this reason to close accounts ). 
5- The Letter of closure was sent out 6- When I notified them the reason for closure did not apply to my personal card they realized the mistake but could not change it. Because any change would blow up their cover of making up a reason to make their unlawful act lawful ( none could be found in my case ). 
The systematic discrimination by CO against people who exercise their rights under CCPA is very clear in this case. I trust this information with the employees and the lawyers of CFPB until enough information could be gathered for legal action against CO. I am willing to testify in this case and I believe it will eventually come to justice. My CO contact is also willing to testify to their systematic discrimination if given immunity from the civil contract. I will make this complaint available online for others to see and relate to until a class action suit is ready.

Company response to consumer: Closed with explanation