Consumer complaint received 2015-07-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
I paid off my capital one credit card and closed the account. I received notification from a collections agency of a transaction on my capital one account now in collections. I immediately called Capital One and XXXX XXXX stated that Capital One closed the card due to a transactions XXXX came through and they did not receive payments. I explained that she can see I paid the account off and closed the card. She stated that I did pay off the account however the account was NOT closed per my request. She said because the account was not closed the transaction ( s ) from XXXX were allowed. I requested to file a cardholder dispute because I did NOT authorize this transaction ( XXXX ) XXXX ( when I called XXXX they advised me to file a dispute with my bank ). Initially, I was advised that I had no dispute rights because the account was closed which per my research is n't fair. I was then advised that is a violation of Reg-E so I called XXXX XXXX back and she then stated that my dispute was declined. I could not get a straight answer as to if a dispute was even filed so I mailed multiple requests for documentation/proof/explanation/etc. and I have never been contacted. XXXX XXXX has not returned any phone calls I have made since XXXX 2015. NO emails, no letter XXXX XXXX ) in the mail, not even a phone call from Capital One. The first time I heard of this transaction and delinquency was from a collection agency. I did not review account because I CLOSED THE CARD AND THOUGHT NO CHARGES WERE POSSILE : ( At this time I am asking for your help because I need a response from Capital One in writing to determine how I am to proceed. I would have already gone to small claims but again, I need a response from Captial One to understand why my account was n't closed per my request upon submission of my final payment bringing the account to a {$0.00}, why was I declined the right to file a dispute on this transaction multiple times? If a dispute was filed, then I want to see the documentation from the association so I may use that should I need to pursue XXXX for these funds, if a dispute was NOT filed I need to understand why capital one would do that when it is my right to file dispute for unauthorized transactions, why was I not notified of the delinquency of the account when I clearly paid the account to a {$0.00} balance, why has n't Capital One responded to any of my emails, phone calls and mailed correspondence requesting assistance. Lastly, why would n't capital one call me when they could see my account history was a {$0.00} balance and instead allowed the unaccessed account to accrue charges and only then did they follow through with my ignored request and close the card? Please, please, please help me, I worked really hard to get my credit in good standing and this has brought me right back to where I was through no fault of my own and they refuse to respond. Their lack of response is astonishing and I have no where else to turn until I get some answers and documentation. Thank you for your time and consideration in assisting me.

Company response to consumer: Closed with explanation