Consumer complaint received 2023-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
Esteemed CFPB team, I hope this message finds you well. First and foremost, I would like to express my gratitude for providing this vital service to consumers like me. I apologize for the delay in reaching out, as it took some time for me to learn about the option to submit this type of request for assistance. 

I am writing to share my unfortunate experience with a bank, which has left me deeply dissatisfied with their handling of my credit card accounts. To provide some context, I am a US citizen who was born abroad and moved to the XXXX in XXXX for work as a XXXX XXXX. Initially, I had no credit history, and to build it, I opened a secured credit card with the bank. Over time, I was able to open a second credit card with them, and my first secured card was successfully unsecured. Everything had been progressing well, with periodic credit line increases that helped boost my credit score. 

Recently, in early XXXX, I decided to apply for a travel card from the same bank to benefit from the reward miles and travel points for an upcoming trip abroad. Shortly after obtaining the card, I contacted their service desk to activate some of the reward perks and set up auto-pay. During this interaction, I inquired about the possibility of a credit line increase to further enhance my total available credit and improve my credit score, as I am currently saving up to purchase my first home. With this request, I asked for a credit line of $ XXXX and was promptly approved for $ XXXX. 

Given that the travel card required a minimum spend of $ XXXX to earn the reward miles, I proceeded to make essential purchases, such as booking my flight and train ticket, to reach this spending threshold. My intention was to adhere to my preconceived plan and make timely payments. 

However, much to my dismay, not even a month had passed, and all of my cards with the bank were suddenly restricted. Perplexed by this sudden action, I contacted the bank 's support and was directed to their Fraud department. Unfortunately, the representatives were unable to provide me with substantial information, merely stating that there was a mismatch with my reported income. In response, I promptly uploaded bank statements and a letter to the Account Management team, detailing my payment plan, which regrettably seems to have gone unnoticed. To further clarify my financial position, I also uploaded a paystub confirming my reported income. 

Feeling frustrated with the handling of my case and the lack of satisfactory communication, I decided to raise a formal complaint ticket, which was assigned the number XXXX. However, even after the submission of this complaint, I received no response from the bank. In an effort to address my concerns, I contacted the bank again about a week later, only to discover that they had not examined the documents I previously submitted. They continued to insist that there was an income mismatch, providing no further information or resolution. Consequently, I filed a second complaint ticket, number XXXX. 

However, despite my numerous calls and documents, all of my accounts were abruptly closed without notice or an opportunity to explore potential solutions. 

The overall mismanagement of my case has been highly disappointing, leaving me with a sense of unfulfilled expectations and frustration. Moreover, the handling of this situation has led me to believe that my account was flagged and closed without adequate options for recovery due to my foreign name. While I can not confirm their intentions, that is the personal experience their actions have left me with. 

I kindly request the assistance of the CFPB to review this matter and help address the issues I have faced. Your guidance and support in resolving this situation would be greatly appreciated. 
I have zipped up and uploaded the documents sent to the bank, including statements, a weekly paystub and the letter to the Account Management team. 

Thank you for your attention to this matter, and I look forward to your assistance in reaching a satisfactory resolution. 

Sincerely,

Company response to consumer: Closed with explanation