Consumer complaint received 2022-03-16
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:
Important to note that correct disposition may not be associated with respect to a former account backed by Capital One ending in XXXX. Please review the details listed herein to determine appropriate routing. 

I held a card backed by Capital One from XXXX to XXXX during which time I was more than satisfied with the service. My concern are three prong and has been presented throughout several forums and platforms prior with no definitive direction in terms of a resolution to specific concern of mine. 

1st and foremost I lost my wallet years ago for which a police report was provided long ago. In response to such i closed all corresponding accounts associated with cards onhand and replaced Identification card. When advising reps my online portal was locked for security. 

2nd - I apparently had both advancement payments and/or auto payments scheduled that were unable to be stopped. Capital one advised at that time that they were unable to stop or change pending payments or account specific details and that i would have to let any and all payments exhaust their course for which I did. They rewarded me for listening by closing my account citing returned payment ( s ) despite such correspondence and assertions by their team members.

3rd- when inquiring as to reopening the account initial assertions were that it was escalated to be reopened they then pivoted to this will not be reopened reapply. During pre-qualification it presented me with denial status of former account. Initially they advised to wait 6 months then try i did and nothing. Service Supervisors then advised there is a code appearing preventing me from reopening that should not be and that once I verified my identity with fraud prevention all would be well the code removed and then I could reapply I spoke to over 8 members of that department on separate dates and was advised that they have no idea what i am talking about with regards to any code and i was not the first that was transferred to them they have no idea what is going on there is nothing on my account oncesoever that would prevent me from reapplying either way. 

I sent the screenshot it was escalated again stating there are no issues with the account I again requested account to be reopened over 11 times they kept denying without cause as again had i not misplaced my wallet and had to closed information that could have likely been compromises and i not been misinformed by several reps i would have never had a return. Also important to note I have been paying on the balance they stuck with me with little regard to the catastrophic impact this would have upon my families overall finances by closing the account and all utilization. I have not missed a payment since despite them closing and a world pandemic. I typically pay early and often via debit with a rep. 

2 years later I still cant make payments through online portal which I find highly ironic considering this problem was present at the very time that they closed my account and has never been corrected making half of their claim non accurate. They also respond citing 3 accounts when i have only ever had 2 credit cards with capital one in my existence one of which was paid off a year ago and also closed as a result of this and the card listed herein. Company also repeatedly violated a written cease and desist sent to them at XXXX, XXXX, USPS and through certified mail and doubled down by not only contacting me but through Certified Mail banging on my door which I didnt appreciate. TO BE CLEAR I DO NOT WANT A WRITTEN CONTACT OF ANY KIND ESPECIALLY NOT CERTIFIED. I JUST WANT THE OPPORTUNITY TO RESTORE MY PRIVILEGES WITH YOUR ORGANIZATION AND ANY INACCURATE OR OUTDATED INFORMATION REMOVED FROM MY PROFILE. I AM BEING BLACKLISTED FROM EVEN DOING BUSINESS WITH YOU YET YOU DONT HAVE A PROBLEM STIFFING ME FOR XXXX FOR AN AUTO LOAN

Company response to consumer: Closed with explanation