Consumer complaint received 2016-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
My husband and I have a joint credit card with Capital One. He also has an individual account with them as well. We purchased the " payment protection '' program which covers ( credit monitoring, permanent XXXX and ineligible unemployability ). My husband is a XXXX XXXX veteran and totally unemployable. I so glad he purchased this extra feature because it came in handy. We received from Capital Once a notice in theMy husband and I have a joint credit card with Capital One. He also has an individual account with them as well. We purchased the " payment protection '' program which covers ( credit monitoring, permanent XXXX and ineligible unemployability ). My husband is a XXXX XXXX veteran and totally unemployable. I so glad he purchased this extra feature because it came in handy. We received from Capital Once a notice in the mail stating as follows : REMINDER : YOU 'RE ENROLLED IN CAPITAL ONE PAYMENT PROTECTION. RE : YOUR ACCOUNT ENDING IN XXXX, ..TO MAKE A NEW BENEFIT REQUEST, GIVE US A CALL AT XXXX. So In XXXX 2016, I called Capital One and spoke to c/s rep. XXXX where I proceeded to file a claim because my husband has had many physical and mental ailments which the last being admitted in the XXXX XXXX in XXXX 2016 for a XXXX. He remained in the hospital for XXXX weeks. He is still recovering due to many setbacks. On XXXX 2016, I contacted the company to find out the status of the application because there has been no response and we have been receiving threatening calls stating our account will close and attorneys will be contacting us for payment if we do not make a payment. On XXXX XXXX, 2016, I spoke to c/s rep. XXXX in the collections dept. I asked about the application. She stated she knew nothing about the payment protection program and she does n't know what dept. handles it but we do need to make a {$190.00} payment because its going to be charged off. I asked to speak to someone else regarding the payment protection, she transferred me to someone named XXXX, she is account specialist in the Specialty Assistance Program mail stating as follows : REMINDER : YOU 'RE ENROLLED IN CAPITAL ONE PAYMENT PROTECTION. RE : YOUR ACCOUNT ENDING IN XXXX, ..TO MAKE A NEW BENEFIT REQUEST, GIVE US A CALL AT XXXX. So In XXXX 2016, I called Capital One and spoke to c/s rep. XXXX where I proceeded to file a claim because my husband has had many XXXX which the last being admitted in the XXXX XXXX in XXXX 2016 for a XXXX XXXX. He remained in the hospital for XXXX weeks. He is still recovering due to many setbacks. On XXXX 2016, I contacted the company to find out the status of the application because there has been no response and we have been receiving threatening calls stating our account will close and attorneys will be contacting us for payment if we do not make a payment. On XXXX XXXX, 2016, I spoke to c/s rep. XXXX in the collections dept. I asked about the application. She stated she knew nothing about the payment protection program and she does n't know what dept. handles it but we do need to make a {$190.00} payment because its going to be charged off. I asked to speak to someone else regarding the payment protection, she transferred me to someone named XXXX, she is account specialist in the Specialty Assistance Program. I got frustrated. I then called back and spoke to XXXX, we made the payment. We came to find out that Cap. One canceled our Payment Protection without our knowledge or permission. They canceled the protection XXXX 2016. I then spoke to XXXX, XXXX @ XXXX on XXXX XXXX. She stated they no longer have payment protection. I asked her why would they cancel this service that we need without our permission and why did n't anyone tell us this when we applied back in XXXX. She had no answers. # shameonyou

Company response to consumer: Closed with explanation