Consumer complaint received 2024-08-31
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION (FL)

Please note I will send to management at Capitol One when I have this information : Subject : Request for Apology and Compensation Dear [ Recipients Name ], I am writing to express my concerns regarding the recent issues I have experienced with Capital One and to request appropriate actions from both Capital One and the Federal Reserve. 
Capital One : I believe that Capital One owes me an apology and compensation for the time and inconvenience caused by this matter. As a form of compensation, I request a {$10000.00} cash payment to be made to the XXXX XXXX XXXX XXXX. As a reputable company, Capital One should be committed to giving back to the local communities. 
Federal Reserve : I urge the Federal Reserve to take action to better serve the American people. If current regulations allow banks to act in the manner I have described, then these rules need to be revised to prevent customers from being abused without any recourse for the banks overreaching actions. 
Incident Summary : Upon returning home from an extended trip, I found a check from Capital One for over {$4000.00}. The check memo indicated it was a Capital One rewards check. I had not requested this money and suspected it might be a scam. This was the first indication I received that there was an issue with my account. 
I logged into my online account and called Capital One. I was informed that letters and emails had been sent to my online Capital One account. I explained that I use auto-pay and online banking for simplicity and had no reason to check my online account as long as I was billed the expected amount. I assumed that if there were any problems, Capital One would contact me directly. 
To my surprise, Capital One claimed they had sent a note to my online account as a security measure. Unlike my medical provider, who sends email notifications to check my online account and follows up until they reach me, Capital One did not bother to send an email, call, or text me. After many years with Capital One, I expected better service. 
Adding insult to injury, I was told that the bank needed information about my business, specifically my Taxpayer Identification Number. Capital One has my SSN, which they used to look up my account. This is not my first year with this business account, and several tax seasons have passed since I opened it.

Investigation Findings : I discovered that the real issue was not a scam but Capital One closing my credit card account for reasons still unclear to me. This is why I have copied the Federal Reserve, requesting an investigation into this incident. Please review the audio recordings of my communications with Capital One, as they are used for training purposes. 
On XX/XX/2024, around XXXXXXXX XXXX Central Time, I had several conversations with Capital One customer service representatives. I spoke to XXXX XXXX XXXX ) and was eventually transferred to her supervisor, XXXX. I was told that several letters were sent to me via US Mail, and failing to get a response, Capital One chose to close my account. I was later informed that once closed, an account can not be reopened. As someone with over XXXX XXXX XXXX XXXX XXXX, I know this is a management choice, not a system restriction. My account was closed by the bank for reasons unknown to me.

I explained that I called the bank when I received a check in the mail that I thought might be a scam, as I had not requested Capital One rewards. When I asked to speak to a manager, I was informed that managers do not speak to customers. I was told I would have to file a complaint to have a manager respond to me. 
I look forward to your prompt response and resolution of this matter. 
SincerelyXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX