Consumer complaint received 2015-04-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I have XXXX credit card accounts with capital one. Earlier this year my husband and I were really struggling due to lose of income. Along with the stress of low income i had a sister sick with XXXX, a mother suffering with what could posablly be XXXX, and a mother in law who is both physicaly and mentally XXXX who also lived XXXX to XXXX hours away depending on traffic who needs us up there quite often not to mention my husbands an only child. I also work full time in a very demanding job with an equally demanding boss so between my streeful job and personnel life i was finding it difficult to keep up and remember absolutely everything and knowing at the time I was only able to afford to make the minimum payment on both credit card accounts i took the initiative to call capital one and set it up to were they just automatically took out the minimum due out each month on the credit cards until I could afford to do otherwise. A few months later I reseved a letter in the mail from capital one stating that I had not paid on my accounts in months and they were about to close me out. In shock and upset I called capital one only to find out that they had already closed out both of my accounts. I tried to explain to them that I had spoken to XXXX of there represenitives and had my payments set up to be automatically taken out of my bank account each month that there must have been a horable mistake made all I got from them was my accounts have been closed out and that there was Absolutely nothing they or I could do to reopen them and nothing they could do to help me. Devistated and in tears I tried to look online for other capital one departments to call for some help with my situation but no matter what department I tried to call it always just took me back to the original department that I first talk to who refused to help me. At this point in time I have paid XXXX account off in full and current stuck making payments to an account that I ca n't no longer use and my credit score that I have worked so hard to rebuild has been greatly effected all because capital one a company who I have been a loyal customer and until this payment arrangement screw up I have always paid on time to on both credit card accounts since I got them 2 years ago refused to help or even hear me out. I will take fault in the fact that I should have paid better attention to my bank statements and made sure the money was being taken out as arranged but I do n't feel that I deserve to have both of my accounts closed out and my credit that I was working so hard to rebuild ruined over an unfortunate misunderstanding. I was n't even given the chance to plead my case even though it was there company 's screw up and did n't follow threw with our payment arrangement. I would like to have the chance to be heard and have the possibility of having my accounts reopend and to not have all my hard work be for nothing I think that 's the part that bothers me the most. At this point I feel hopeless that I will get any cooperation from capital one and pray that you can help me.

Company response to consumer: Closed with explanation