Consumer complaint received 2016-09-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
Since XX/XX/XXXX, I have maintained an account with Capital One with whom I have XXXX credit cards. I have had no returned payments in that time. 

I recently moved to New York and opened a XXXX account as XXXX does not have any branches in New York. 

On XXXX/XXXX/XXXX, I attempted to put my new bank account information into Capital One 's website, intending to pay the full balance of {$2400.00}. Using the bottom of a check, I entered the routing number and account number. The account information was " verified '' ( that is, it accepted it input ) and I submitted the payment. I was given a confirmation number accepting the payment. I received emails that my account was " linked '' and that my payment was scheduled. 

On XXXX/XXXX/XXXX, I received emails that my payment had been returned by XXXX because of an " invalid account number ''. I was on my way to school and did n't have time to deal with the issue just then but that afternoon I attempted to speak with both XXXX and Capital One regarding the payment return and the invalid account number. I noticed also that my account had been closed. 

After over 4 hours on the phone, I ascertained from XXXX ( on a three-way call that included a representative from Capital One ) that I had the proper account number and routing number. Frustratingly, neither XXXX nor Capital One were willing or able to tell me the exact nature of the error. 

XXXX refused to provide me with any documentation of a requested and returned payment. They repeatedly accessed my account and informed me that no payment was made and so they had no record of a returned payment. I attempted to inform them that naturally there would be reflected in my account no returned payment as the payment was requested from an invalid account number. They did not seem to understand this and when I requested to speak with someone in an accounting or compliance role who might have a record of a returned payment, they refused to connect me. 

Capital One was only slightly more helpful. They requested documentation from XXXX of the returned payment ( see the previous paragraph ), stating that absent documentation of bank error or fraud, they could not reinstate my account. I spoke with an account manager, XXXX, around XXXX who told me that she was escalating my complaint to a review committee who would make a determination about whether or not my account could be reinstated and that I could expect to hear from them the week of XXXX/XXXX/XXXX. I did not hear from them in that time period. 

During that time, I realized that I had probably mistakenly mistyped my account number on Capital One 's website adding, directly from the bottom of my checkbook, a " XXXX '' to the beginning. I am not certain of this as I have not been given documentation of my error. 

On XXXX/XXXX/XXXX, I called Capital One re. the status of my request. I told them that I had probably mistakenly mistyped my account number. I was connected with an account manager who said that the review committee had declined to reopen my account, that they had adopted a strict rule re. returned payments and that a returned payment, regardless of one 's payment history or the circumstances of the return, would result in permanent account closure. I was told that all decisions were final, that the review committee did not hear further appeals, that I would be given no documentation of the decision and that I was ineligible to ever apply for another card. 

I am concerned that I have had my account closed a ) without documentation of exactly what went wrong, b ) without opportunity to correct the mistake before account closure, c ) without a meaningful opportunity to appeal closure, d ) without consideration of the nature of the returned payment, and e ) in a way that negatively affects my credit and, as a future attorney, has consequences re. my prospects of bar admission.

Company response to consumer: Closed with explanation