Consumer complaint received 2023-10-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
My first credit card with capital one was my Platinum that was in good standing. All bills were paid on time. I called to question some charges, and they took my complaint the person, then called the institution, and was told that they did not recognize the charges. That Capital One representative immediately remove the charges from my account, credit back my account for the amount, and referred the account to the fraudulent department for review, then she issued a new credit card with a new number. I was using the card with no problems and paying my bills regularly when I noticed some additional charges on my account. I called Capital One to find out what they were about and they were fraudulent transactions from my old card and were placed on my new card. I again questioned the fees and said they were fraudulent someone had already researched and why were they back on my card? I was told that the fees had been too long to remove so I had to pay them. Now, remember these fees were already previously paid. I only called to find out what the charges were but now they are back on my new account plus penalties. I asked if they can remove the penalties because I had already paid these, but no one seem to understand what I was asking. They got very defensive in the fraudulent unit and I was told I had to pay everything that they put on there, I wrote a letter to the corporate office in Virginia and I never received a response from them. I waited to see if they would remove the penalties but they never did. Numerous frustrating. Conversations going in circles going from customer service to fraud to some supervisor back to the same customer service agent. It was driving me crazy. I decided to pay the whole bill plus penalties. At the time when account was paid in full, I was told by the agent that there was no restriction on my account and my card was OK to use. Here I am now several months later with the restrictions still on my account. I called to ask how can I get this restriction removed? I was told at the time that I paid it was going to be removed but it is still there. The lady that I spoke to gave me ridiculous reason for not reinstating my card. She said I only had a certain timeframe to pay my bill for 90 days on time and I did not comply. I asked her if she heard what she was saying because it made no sense. How can I pay a bill for XXXX months on an account that is closed and I have no balance due. I asked to speak to a supervisor and the supervisor seem to understand exactly what was going on and how this did not start with me it started with Capital One. The supervisor sent it for review to see if they can remove the restriction only because the previous person had told me there were no restrictions and that I could use it however, I just received a call and was told that they could not unrestricted my card or reinstate my use of the card, because they could not find a phone call that stated that my card was good to use. This is not something that I would make up so far I had no intention on ever the company or taking anything from them. I just called for an explanation of fees, and I got what I thought was a nice lady, who took the fees off and gave me credit but it was only the beginning of a horrible experience with Capital One. Ive had this card for several years now and been paying on time but now I can no longer use this card or get another one. This is unfair to me. No one from the company seems to care, no one from the company has called me back and I would like this reviewed and I would like my platinum credit card reinstated and unrestricted. I have already filed a complaint with the XXXX XXXX XXXX and I want it to also file with you so someone at XXXX can hear what I am trying to say and understand what I am trying to say and how this was never my fault or caused by any of my doing.

Company response to consumer: Closed with explanation