Consumer complaint received 2022-08-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2022 I called Capital one to advise that I had received an account closeout letter, due to no usage. My card was scheduled to Close on XX/XX/XXXX XXXX XXXX. I advised the representative I spoke to ( agent ID XXXX ) that I could not locate my cards, and would like to replace them prior to the account closing date. After a relatively long, and painful conversation, given that she seemed confused and what I know now to be ill informed, she reordered the card. I asked the Agent ( ID XXXX ) to please ensure that my account will not be closed, and to add notes, because I had every intention on keeping this account open, as it is the longest account I have. She assured me that the accounts would not be closed. After receiving the cards I made two attempts to use account ending in ( XXXX ) with no success. On XX/XX/XXXX, I called to confirm I had activated my card correctly, being I had been unable to use it. The first representative I spoke to first advised that she didn't see any cards had been issued, I told her I had the cards right in front of me. After putting me on hold she informed me that account # XXXX, had been closed. After telling me that she was unable to reopen the account I asked to speak with a supervisor. She transferred me to XXXX XXXX her supervisor ) who also informed me that she didn't have the ability to reopen the account. I asked XXXX if she can connect me with her supervisor who could help me and she advised that there is no one beyond her who I could speak to, who I could email, nor who could email me or reach out to me. Nor was she able to submit some sort of ticket for me to get me the help I need. She apologized and suggested that maybe online there was someone who could help there, which I did, and there isn't. 
I requested my card on XX/XX/XXXX. The card was sent out on XX/XX/XXXX, and my account was closed on XX/XX/XXXX ( prior to me receiving it by mail. I was ill informed by Capital ones representative that my account wouldn't be closed, and have been told that although the account has been closed for less than 30 days, they are unable to reopen it. The worst part of it all is that there is no one in a leadership position according to supervisor XXXX that I can speak to. I implore you to review the recording of the calls, in which I'm assuming are used for training and development purposes. Working in the financial industry for over XXXX yrs, I find it hard to believe that there in no one beyond a call center supervisor that I can speak to, to try to resolve this issue, or better understand why it is impossible to reopen an account that was most recently close, within less than XXXX days. I am truly disappointed at the lack of professionalism in the way Capital One conducts business, and the lack of skills, and training for employees of such an established institution. I will ensure that everyone person I engage with regarding, finances, extension or credit, lending, credit repair etc. is cautioned on doing business with such a XXXX institution, who easily receives peoples money but doesn't provide helpful, nor resolution resources to its customers.

Company response to consumer: Closed with explanation