Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU Official Complaint Submission consumerfinance.gov/complaint COMPANY INFORMATION Company Name : Capital One Financial Corporation Company Address : Capital One XXXXXXXX XXXX XXXX XXXX XXXXXXXX Product Type : Credit Card Issue Type : Account Restriction / Adverse Action Without Notice / Rewards Forfeiture COMPLAINT NARRATIVE I am filing this complaint against Capital One Financial Corporation regarding the simultaneous restriction of all XXXX of my credit card accounts following my good-faith report of suspicious activity, and the potential forfeiture of earned rewards as a result. ACCOUNT DETAILS The following Capital One accounts are currently restricted : XXXX XXXX ( ending XXXX ) Balance : {$58.00} XXXX ( ending XXXX ) Balance : {$920.00} XXXX ( ending XXXX ) Balance : {$2600.00} XXXX ( ending XXXX ) Balance : {$1500.00} Total Balance : {$5100.00} WHAT HAPPENED In approximately [ Month ] XXXX, I contacted Capital One to report suspicious activity on my account. This is the responsible action that Capital One itself instructs customers to take. Shortly after filing that report, all XXXX of my credit card accounts were simultaneously restricted. I received no prior notice, no written explanation, and no defined timeline for resolution. Each account now displays the message : " This credit card account is currently restricted. '' Despite multiple attempts to resolve this through Capital One 's standard customer service channels, I have not received : A written explanation for the restriction of any of my accounts A clear timeline for when restrictions will be lifted Any assurance that my earned rewards will be preserved Assignment of a dedicated resolution contact VIOLATIONS I BELIEVE HAVE OCCURRED 1. EQUAL CREDIT OPPORTUNITY ACT ( ECOA ) : Under ECOA and Regulation B, Capital One is required to provide a written notice of adverse action with specific reasons when taking action that negatively affects a consumer 's credit account. I have received no such notice for any of my XXXX restricted accounts. 2. UNFAIR, DECEPTIVE, OR ABUSIVE ACTS OR PRACTICES ( UDAAP ) : Capital One encouraged me to report suspicious activity, then restricted all of my accounts as a direct result of that report. This creates a deceptive and harmful outcome for consumers acting in good faith. 3. REWARDS FORFEITURE : I have accumulated rewards across these accounts through legitimate everyday purchases. The CFPB has previously warned that large credit card issuers " too often play a shell game, boosting their own profits while denying consumers the rewards they've earned. '' I am concerned my rewards will be forfeited if Capital One closes my accounts. This practice is currently the subject of a federal class action lawsuit : XXXXXXXX XXXX XXXX XXXX XXXX v. Capital One N.A., XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 4. FINANCIAL HARM : The simultaneous restriction of XXXX credit card accounts has materially increased my credit utilization ratio, negatively impacted my credit score, and caused significant financial hardship by eliminating my access to available credit. WHAT I WOULD LIKE TO HAPPEN I am requesting that the CFPB require Capital One to : 1. Provide a full written explanation for the restriction of each of my XXXX accounts 2. Lift the restrictions immediately, or provide a legally compliant adverse action notice with specific reasons and a clear timeline 3. Confirm in writing that all earned rewards on my accounts are preserved and will remain redeemable regardless of account status 4. Confirm my accounts will not be closed without prior written notice as required by law 5. Remediate any negative credit reporting that resulted from the restrictions ADDITIONAL CONTEXT I have also submitted a complaint to the XXXX XXXX XXXX and sent a formal escalation letter to Capital One CEO XXXX XXXX XXXX. I am cooperating with attorneys involved in the aforementioned class action lawsuit and am prepared to provide any additional documentation the CFPB requires to investigate this matter. I am a longtime Capital One customer who has maintained these accounts in good standing. The restriction of all XXXX accounts immediately following a fraud report is retaliatory in effect, regardless of intent, and warrants regulatory review. SUPPORTING DOCUMENTS TO ATTACH Screenshots of all XXXX restricted accounts ( dated ) Screenshots of earned rewards balances ( dated ) Any written correspondence received from Capital One Record of fraud report submission ( date and method ) CONSUMER INFORMATION Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone : XXXX Email : XXXX Preferred Contact Method : Both Consent to share with company : XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation