Consumer complaint received 2016-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
RE : Capital One Credit Card practices and the following message : This account is currently restricted. ( Ref. No. XXXX ) - which means the company closed the account without your permission. 

I submitted a payment which was linked between my Capital One Bank checking account and my Capital One Credit Card. After several days the funds were not showing on the credit card. I inquired as I was concerned over the amount of time it was taking for the processing of the funds between the accounts. I wanted to use the specific credit card for my travels that began on XX/XX/XXXX. I spoke with several people at Capital One Credit Card, they called the Capital One Bank and verified the funds. They put me through several 1 hour long waits ( not an exaggeration ) several times over several days ( XXXX ). The credit card side un-linked the accounts, they then advised me to Stop Payment - I did not stop the payment. Funds were verified. I never had a series of issues with the credit card before. Needless to say, the issue did not resolve and XX/XX/XXXX, approached, and I was forced to re-adjust my funds to insure that I could rent a car, purchase my hotel room, etc. as it was abundantly clear that I would not be able to use this specific credit card for all of the purposes I intended and it was too great of a risk to continue to hope for corrective or completed actions from the credit card company in finalizing and processing the payment. 

During the call with the Representative on the Credit Card side that requested permission to un-link the accounts and later during that same call, the same Representative pretended that he never asked to un-link the accounts and behaved as though he had no recollection of making that statement ( on an allegedly recorded line ). At some point after the " un-linking '' the payment was then entered as a phone payment unknowingly to me. The Credit Card account now shows a transaction for XX/XX/XXXX, as a returned payment. After several phone calls, no one can explain or acknowledge any notes from the series of activities and numerous phone calls between me, the credit card company, and my bank. 

XX/XX/2016 - I paid my balance in full. Also, I noticed fees were accessed to my credit card for a returned payment from the XXXX activity. I called and requested that the fees be removed due the issues stated above. I was told as a courtesy they would remove the fees. 

XX/XX/2016 - I checked, and the fees had been credited, the account showed the full payment that was submitted on XX/XX/XXXX, and the account showed a surplus of funds due to over-payment as the fees were removed. However the account also was showing the following restriction : This account is currently restricted. ( Ref. No. XXXX ). I phoned and was advised that due to the Return payment from XXXX, the account had been closed, there is nothing that could be done about it. ( I spoke with XXXX and XXXX on XXXX at XXXX - my phone records are available ). 

This happened immediately after they received a full payment. No warnings, no letters/notices, just a closed account. I do n't know if this is a common practice or if this is retaliation because I advised during the XXXX problems that I would report my concerns and their practices. 

As it stands, I have an account paid it full and funds and a credit line that are no longer available to me without warning. I am happy to provide any documents of the account that you may need. 

Sincerely, XXXX Complaint Against : Capital One Credit Card for waiting for you to make a full payment and then closing the account without notice.

Company response to consumer: Closed with explanation