Consumer complaint received 2018-05-28
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:
On XX/XX/XXXX I contacted my creditor ( Cabelas Club Card/Capitol One Bank ) due to my account being closed without notice. I talked to a representative & supervisor. Both said my account was closed due to a fraud attempt witch resulted in a temporary hold on XX/XX/XXXX.  They claimed to have made numerous attempts to get in contact with me ( none of which I received ) & since there was no response back they closed the account. I was told they would look into it & get back to me. On XX/XX/XXXX I hadn't received any response to my situation so I called again. This time I talked to different a representative & supervisor, both were much more helpful than the first. Upon being transferred to the supervisor they looked into my account & noticed nothing had been looked at yet. At this time the supervisor started going through my account information & informed me it looked like there was a mistake made on there part when my account was flagged for a suspicious phone call. Apparently on XX/XX/XXXX, 2 days after a previous hold was on my account for fraudulent charges ( I spoke to them about this & they issued me a new card ) someone called in & tried to change my email & account information. This flagged my account again! I was told by the supervisor that company protocol is to make 3 out going calls from their fraud department to the consumer & if there is no response they will send a letter to call them. On the date scheduled to make the outgoing phone calls it showed the employee never called me. This step didn't happen! They then claim to have sent 2 letters at later dates, one to call them & one informing me the account had been closed. The only letter I received from them was informing me my account had been closed. The letter was written & dated after my account had already been closed by them according to my credit report. Since I started making phone calls inquiring about this account I have spoke to 5 different people handling this, 7 calls totaling 1.5 hours. It has been 14 days & I finally received a response ... The supervisor who was very helpful in the beginning & told me they had made a mistake now claims the person above them reviewed everything & said they did nothing wrong there is nothing they will do for me. At this point I reminded them they admitted on recording to me that they didn't follow through with procedures to get in contact with me & the supervisor then started back peddling, claiming they wanted to retract the statement made on our previous phone call. They said it showed there were outgoing phone calls scheduled but at this point would not tell me if they were made or not. All they would tell me was they had proof they sent 2 letters to me ( one to call them & one informing me of the account closure ) so they did what they were supposed to & there was nothing else they would do for me in regards to my closed account. Again I never received the first letter! In my opinion this is very poor business! I have been with this company for 4 years & 4 months, never been late on a payment nor have I ever been close to my credit limit. I have excellent credit & now this has dropped my available credit in over half, I've lost the almost 4.5 years of spotless payment history with them & it dropped my credit score 8 points. Now if I apply for a new account to replace this one I will not only take another hit to my credit score for a hard inquiry, but my credit time history will take a significant hit as well because it averages the length of time from my oldest to newest account. When I mentioned this to the supervisor & said they had messed up my credit & life they said they felt they hadn't impacted my life what so ever & to go ahead & file a complaint if I felt the need to do so. Ive been working a very long time to have & hold my credit in the excellent ratings to now have it dropped over something I had no knowledge of. I am buying a house later this year & this negative impact to my credit this close to a purchase could potentially cost me thousands over a 30 year mortgage due to an increased loan rate from this. I would greatly appreciate any help with getting this removed from my credit & the account reopened so I have my time, history & available credit back. I have done nothing to deserve this situation & would just like things to be back to where they were before their admitted mistake. Thank You

Company response to consumer: Closed with explanation