Consumer complaint received 2016-09-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I was at a store attempting to use one of my Capital One cards and the card declined. So I tried to use another and the same thing happened. When I called the number on the back of the card they told me my cards was temporally restricted for possible fraud and I needed to submit my personal photo ID and social security card to them. I asked why but the gentleman could not explain the reasoning. I 've been a loyal capital one card holder for over 7 years. I 've always kept my balance low and have NEVER missed a payment. I also never had any misuse or fraud on the cards. The next day when I called back to find out where do I submit my ID & SS card, I was told I needed to provide an ID and SS card for every person who I ever had on my account as an authorized user. I asked why and once again I was told it could be possible fraud and I asked who would cause a fraud concern since I am the ONLY person who has/had a card for the XXXX accounts. I make the payments every single month, sometimes twice a month from my business or personal checking account. I asked again how can my account be flagged for possible fraud? I was told that information could not be given to me or what the real issue was. I was given a list of names that I needed the information for. I reinstated that NONE of the authorized users have access to the accounts. They never had their own card! I let the gentleman know that I own a business and I sometimes add clients onto my account as an authorized user in order to help them establish credit. The Cap One rep said that was fine. So, for the next 3 days I uploaded everyone 's ID and Social Security cards as I collected them. Once the last person 's information was uploaded, I called Capital One to confirm the next step. I was told a representative tried calling the day before and they chose to close ALL XXXX of my accounts. I stated I never received a call from CAP ONE or a voicemail. I asked to be connected the department that called me and the lady said they do n't take calls. I asked to be connected to a manager and she said there is nothing a manager can do, the accounts are closed and will not be reopened. Her last words was that a letter will be mailed out to me and hung up the phone. 
Why would they close my accounts on day 2 before I finished uploading the documents? This is a huge problem for me. Like I mentioned I have been a very good loyal card holder. I have never been late in the history of these accounts or any others. I keep low balances on ALL my cards. XXXX card is for business purposes only. I buy business supplied and reoccurring business charges are linked to that card. The main problem is I am in the process of purchasing a house. I received a pre- approval letter already. When Capital One closed XXXX accounts my credit score dropped tremendously!!!!! Those closed accounts lessened my buying power by making my credit utilization skyrocket up and showing a balance owed on all XXXX accounts with XXXX credit available.

Company response to consumer: Closed with non-monetary relief