Consumer complaint received 2021-12-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Several months ago, in XXXX, while visiting XXXX, XXXX, and some other countries, I received a duplicate charge from a merchant whose point of sale terminal seems to have not functioned properly. 
I did many other purchases the same day, but that duplicate, as a duplicate, was reported to my credit card issuer, capital one, as a duplicate charge, and a dispute opened. 
When I returned to the US, and attempted to update my new address and phone with the credit card company, they treated it as suspicious and froze or restricted my account. 

I tried ardently to supply them with all requested proof of identity, passport, id cards, bank statements, treasury department identity form signed and green stamped by bank certifying official, came in person to the XXXX virginia branch ( same parking lot as the headquarters. ) After that visit, in XXXX of XXXX, i learned that their customer service team had no qualms about berating and degrading their bank branch manager. And had to make a best-guess about how much to pay to not be late on my next month 's bill, as no billing information was allowed to be given while accounts are " restricted '' As a result, my payment of XXXX, was an overpayment, resulting in a XXXX credit to my account. It has not yet been sent to me. 
The company has thus far refused to send it to my up to date address, and will not add or change addresses or phone numbers while an account is " restricted. '' The " restricted status '' of my account also prevents me from accessing my XXXX dollars in reward points, which normally could have been redeemed as a statement credit. Including in XXXX of XXXX, when I was forced to make an overpayment or risk substantial harm to my credit score. 
( Despite blatant failure by the company to provide billing details. ) At present, I have seen no paperwork as to the outcome of the disputed transaction ( duplicate transaction ) from XX/XX/XXXX. 
I have seen no refund of my XXXX, ( from the XX/XX/XXXX overpayment ) I have been unable to access my earned rewards points, in the amount of XXXX Simply placing an account in a restriction status, should not force people to endanger their credits, or blindly pay large sums to credit card issuers. 
Had I been able to redeem my rewards points, I could have received a statement credit for them, and not had to pay that part out of my own money. 
Had I been provided with a bill, detailing the amount due, I could have simply paid the amount due, without endangering my credit score. 
I do not know if the result of that duplicate charge that was disputed, was reflected in the balance, or if the dispute was ignored due to the " restricted status '' of the account. 
Nobody at Capital One has been willing or able to provide such information. 

This experience amounts to having been blindfolded, and forced into handing over money, without knowing how much was owed. 

Rather than contact me after my previous CFPB complaint, the company instead closed my account. And did not even send me a letter to inform me the account had been closed. 

Restricting my account, and closing my account, does not cancel the XXXX owed. 
And closing my account, rather than addressing these concerns is not the act of a reputable company.

Company response to consumer: Closed with explanation