Consumer complaint received 2017-09-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
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:
My husband and I were adversely affected by Hurricane Irma, and were also in the midst of leaving on a two week trip in early XXXX. We thought that we had scheduled our credit card payment to pay it off it full, as we do every month, and have done on this very card for over 20 years now. However, when we arrived back in the United States and were catching up on bills and emails onXX/XX/XXXX, we realized that the payment had not drafted from our account, so I logged into our account and saw that we had been charged a late fee ( {$25.00} ) and interest charge ( {$31.00} ) for that months charges. I immediately called Capital Ones customer service phone number and asked to have these charges removed, based on our stellar payment history, and for being a customer for over 2 decades. I was told that they could do a one time removal of the late fee but the interest charges could not be removed. I asked to  speak to a supervisor and was connected with XXXX, Capital One Employee ID XXXX. XXXX was extremely unhelpful and did not have any interest in our long history with Capital One, or the fact that we always pay on time and in full. We said at one point that if he couldnt resolve the fees that we would have to close the account. He immediately stated that he would close it right now, and my husband and I said that we dont want to close it right this minute as we need to make other arrangements as this is the only credit card my husband has. We were extremely frustrated and disappointed at the representatives attitude and lack of interest in keeping a good long term customer, but we needed to keep the card open until we had something else figured out. Neither of us expected when we called to discuss these charges to be cancelling the card, or having to deal with an attitude like that. On the morning ofXX/XX/XXXX, our first day back to work after being away, my husband went to use his card his ONLY credit card and realized that it had been cancelled without his knowing or consent. After work, my husband and I called Capital One to find out what had happened and to let them know about the extremely poor customer service we experienced two days prior and spoke with XXXX, Capital One Employee ID XXXX. XXXX acknowledged after putting us on an extended hold that our card had been cancelled without our consent or knowledge and said that she would not be able to get it reactivated for 7-10 days until their back office had time to process it. I declined for her to reactivate the card. I checked my account and apparently the representative did n't even process the refund of the {$31.00} that they had promised. Now we are left with fees, interest charges and no credit card after years of being good customers. Shame on Capital One and how they treat their customers!! We want our fees and interest refunded and an apology for how weve been treated by this huge American company who doesnt seem to care a bit about its customers.

Company response to consumer: Closed with explanation