Consumer complaint received 2018-10-23
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION (FL)

On XX/XX/XXXX I logged in online to make a payment to both my credit card accounts with Capital One. My wife had the funds in her savings account to pay for the currents balances on the cards, she didn't realize there were limitations with making payments from her Savings Account. I received an e-mail on the XXXX  stating the payments were returned as soon as the balance posted back to the account I resubmitted the payments again from a checking account which we had transferred the funds to. We watched the payments closely to ensure they took. The payments posted on the my credit card accounts on the XX/XX/XXXX drafting from the checking account on the the XX/XX/XXXX. I had verified Funds had drafted and figured there would be no other issues except maybe return check on my next statement. Then today XX/XX/2018 to get notification from one of the businesses we make purchases through that our charge was declined and that we are in jeopardy of losing our product. As well as, to to get notification from credit karma today XX/XX/2018 that both my accounts were closed, but was never notified by capital one that my accounts would be closed due to a return check. The first two times ( today XX/XX/2018 ) I called and I was hung up on by each representative, to call again a third time time today ( XX/XX/2018 ) and ask to speak with a manager. The manager XXXX, explained that she could only put in a request for one of the accounts to be reopened due to one being a secured card. Which I kindly disagree with, because I was never informed the accounts were in jeopardy of being closed. To avoid delaying the call any longer I accepted this answer, because my main credit card with the higher limit was going to be requested to be reopened. To be informed it is not a guarantee it will be reopened and the process would take 7-10 business days. Then I asked the manager XXXX if she was able to put in an expedited request because I was not informed by any form of communication ( cell phone, e-mail, text, mail etc. ) that my account was in jeopardy of being closed, because I had been following the matter diligently to make sure no other steps or measures were needed to resolve this issue. XXXX then followed up with saying that the account was closed on XX/XX/2018 and she could do an expedited request, but more likely it won't happen because they're backlogged 30 days on the reopen requests.I then stated I would very much like an expedited request put in because I was never notified. That's when XXXX   responded with " to be honest our company would answer that the closing of my accounts falls on me because I wasn't financially responsible and staying on top of my account status, by not logging in every day etc. '' ( If you notice above in this complaint I told you I follow this matter diligently to ensure the issue was resolved and received NO COMMUNICATION that my accounts were in danger of being closed ) At this point I asked to speak with a manager higher than her and she said she is the highest form of management I could speak to over the phone, I then asked if there was a presidential department or any other department higher that I could talk to and was informed by XXXX if I wanted a response from anyone higher than her that I would have to write in and was provided two addresses XXXX XXXX XXXX XXXX XXXX XXXX Utah XXXX And XXXX XXXX XXXX XXXX VA XXXX Attn XXXX And I find this highly unacceptable to have to handle this matter by mail when it should be deemed more urgent.