Consumer complaint received 2017-10-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SD
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 made a payment on XXXX of my Capital One credit cards on XXXX XXXX, paying each account 's balance off. I normally revolve a balance but I got a consolidation loan to pay off all of mine & my husband 's credit cards, so we paid all of our credit cards off with this loan. My husband & I are recently married & we decided to use his bank account, which he put me on, to deposit the loan money in to pay off all of the cards, instead of using our normal day to day checking account, so we have clear cut tracking for this money since we do n't use that checking account very often. Since we do n't have checks for this checking account, I called the bank to ensure we had the correct checking account number, in fact I called twice & spoke with XXXX different ladies to ensure we had the account number right because I was nervous about making these very large payments to all of our card companies, so I wanted to ensure all will go through fine. I submitted all of the card payments to each company on XXXX XXXX & they all bounced over the weekend XXXX XXXX XXXX weekend ), so I had to wait until Tuesday, XXXX XXXX to speak with the bank a third time to see what had happened, which this XXXX lady confirmed my account number with me, & she advised me there are supposed to be XXXX zero 's in the middle of my account number, not the XXXX that the other XXXX ladies must have given me inaccurately. XXXX, I told her that that would mean ALL of my card payments would bounce then due to an incorrect account number entered, which that is exactly what happened. I asked the rep that if any of my cards charge me a returned check fee, would they pay it because this was truly not my fault, & she said if that happened, I would need to submit the proof to them & they would review it & credit it if it qualified. So I called all of my card companies & explained what had happened & had every XXXX of them run another payment to pay all of the balances off XXXX which they all went through this time of course ). I paid all XXXX of my Capital One cards off on XXXX but did not post until XXXX : the balances/payments were XXXX, XXXX & XXXX. When I had called to tell them what happened & re-make my payment, the rep told me that Capital One closed all XXXX of my accounts I had with them because they were alarmed about my activity of the bounced large payments. I explained to the rep what had happened, why I made the large payments, that I got a consolidation loan & why we had used a different account. She transferred me to a fraud rep, which I had to explain my whole story to again & he said his hands were tied, that there 's nothing anyone can do about it, that I would have to wait up to 45 days for the fraud department to review my accounts & they would send me a letter. I received a letter the same week just simply saying they had closed my account. Today is XXXX XXXX, 37 days after they closed my account on XXXX XXXX, the accounts are still closed & there has been no resolution attempt to handle this in a reasonable manner, as all they have just said is my accounts are closed. This is horrifying treatment to a long standing customer! I can not be the only one that has ever taken out a consolidation loan to pay off my credit cards & use a different company to pay my accounts with! I had told the fraud rep when I called on XXXX XXXX that I closed all of my other accounts right after paying the balances off on XXXX XXXX to use my Capital One cards exclusively to become a pay in full customer to earn the cash back rewards & to build my credit back up to create a better non-revolving history, but apparently my reasoning does n't matter to anyone at Capital One, as there is no one there that you can speak to about this matter & this is greatly affecting my credit, showing that Capital One closed my account instead of me & they all are long-standing accounts. I also offered any proof they need, my consolidation loan information for example or they can speak to my bank that gave me the incorrect account number at first so they will know my accounts are not fraudulent, to prove that this is not a fraud transaction, but again, my voice & reasoning was met with the standard, there 's nothing that can be done. I spoke with a rep at my bank on XXXX XXXX about getting a returned payment fee from our XXXX account that they charged me, which I provided her proof on & she credited my account for the fee XXXX charged me because of the known mix-up. I feel I did my due diligence by confirming my account number twice with my bank to ensure accuracy so it is truly not my fault that they did not provide me with accurate information that has affected my accounts being closed, getting fees & ultimately affecting my credit. My request is simply for my XXXX Capital One accounts to be reopened & put back into good standing, as it has been for several years.

Company response to consumer: Closed with explanation