Consumer complaint received 2020-07-14
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 (VA)

Please be advised that the situation has been very emotionally draining and I want to remedy the situation as quickly as possible. I am a young woman trying to maintain my credit and expand my opportunities that I would have afforded with good credit. That being said to say this experience has been a headache is an understatement. To provide some back story, I got paid as of the XXXX of XXXX. I like to be proactive as I work in customer service and I know clerical errors do exist. Since the XXXX I have been calling everyday to make sure everything was copacetic. I have made several calls verifying issues with the account and it's restricted status. I was advised not to worry about it because the account was pending and it should clear up by the XXXX when the funds would be available. I contacted my bank everyday after I got off the phone with Capital one and I would confirm with them if there are any transactions that are actively pending. They advised me not to be patient because it should be shown rather quickly. Again me being proactive, I contacted capital one and even did a conference call with both parties and wanted to make sure everything was clear on both sides. I was advised again don't worry about it. It should be remedied as of the XXXX. Now I called today and was alarmed at the news of not only is the payment still pending but the account is closed. You can imagine my surprise when this entire time I was thinking my constant communication was me doing the right thing. I was advised several times you can speak to the manager and they can take care of it for you. I have called a series of 18 times all of which yielded me either waiting on the phone for 40 minutes at a time or advising that I can't speak to a supervisor. The day that the payment was to be taken out I called and again verified with the associate everything is pending but still in good standing. I have been trying my hardest to rebuild my credit and establish myself financially and it seems as if I am not being addressed at all. I've done everything that I can possibly do to remedy the situation at the most basic of levels. The money has been sitting in my account verified and ready yet and still I am being told there is nothing that can be done. It's at times like this where the lack of understanding is the most concerning. I did everything humanly possible to make sure the ach transfer payment was smooth because there are apparently a lot of moving pieces. I was advised that I would speak with a supervisor. I am so stressed out because I did everything in possible power to take care of the situation and the experience I can do. I was hoping to get taken care of and reopen the account. Was advised by an agent that the next step I can take would be to capitalize one complaints department because I already spoke to the fraud department and their management team. Fraud department advised nothing that can be done once the account is closed. Please be advised I did not receive any phone call, text message nor email correspondence from a supervisor as I was instructed day by day that I would. I do not want this account to be closed nor have it reflected as a negative inquiry on my credit report so with that being said I need to be contacted urgently to get this taken care of. Please let the records indicate that I offered a check, and my physical debit card number in case the ACH transfer provided some challenges like I have had in the past. I have been on the phone with agents and supervisors for egregious amounts of time and have shown respect and patience with all parties involved. If I can get an urgent contact so that I can get this situation remedied most expeditiously I'd greatly appreciate it. And thank you in advance for taking the time to look over these concerns and addressing them accordingly.