Consumer complaint received 2026-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: Capital Accounts, LLC
State: PA

Complaint narrative:
My name is XXXX XXXX and my son XXXX XXXX is an authorized user on the XXXX XXXX credit card account referenced in this complaint. I am formally disputing XXXXXXXX XXXX decision to close this account following XXXX returned payments that were caused by delayed and inconsistent payment processing. On XX/XX/XXXX, XXXX XXXX submitted a {$1000.00} payment from his personal XXXX XXXX XXXX checking account, which has been linked to this XXXX XXXX account. On XX/XX/XXXX, I submitted an additional {$440.00} to pay the remaining balance in full. XXXX and I have never made payments using an unfamiliar or unauthorized bank account. Tyrones bank processed both transactions immediately. However, XXXX XXXX did not withdraw the funds for several days. By the time the payments were presented for collection, the funds were no longer available in the account, which resulted in the payments being returned. I want to clearly state : I have never made a late payment on this account. I have always paid on time and kept the account balance up to date. I have never attempted to use an unfamiliar or suspicious account to make payments. The balance was fully paid on XX/XX/XXXX once XXXX realized XXXX XXXX had not successfully received the prior payments. Even though I experienced difficulty with the payment posting process, XXXX and I ( XXXX XXXX ) consistently made payments on time and ensured the account remained current. Additionally, the payment process for this account has been difficult and unpredictable. On multiple occasions, XXXX was concerned about how long it would take for payments to post or for funds to become available. At times, XXXX physically went to XXXX and used their XXXX XXXX system to make cash payments. This was a significant inconvenience, but XXXX did so to ensure funds were made available as quickly as possible once verified over the phone using a reference number. XXXX was repeatedly advised to link his bank account so that funds would be made available faster. I followed that instruction multiple times. However, the processing time never worked as quickly as represented, and in this case, the delayed withdrawal directly contributed to the returned payments. Furthermore, XXXX XXXX never contacted me to inform me that the payments had not been successfully received or that the account was at risk of closure. I was not given an opportunity to correct the issue before the account was closed. Had I been notified immediately, I would have resolved the matter right away, just as I did on XX/XX/XXXX when I became aware of the issue. There was no intent to avoid payment. As soon as I became aware of the issue, we resolved the balance in full. Given my consistent payment history, the corrective action taken, the inconvenience I endured to ensure timely payments, and the lack of prior notice before account closure, I believe permanently closing the account was excessive and unfair under the circumstances. I respectfully request : XXXX. A full investigation into the payment processing timeline XXXX. Reconsideration and re-opening of the account XXXX. Removal of any negative reporting associated with this incident I am prepared to provide documentation from XXXX XXXX XXXX confirming the payment initiation dates and proof that the balance was satisfied on XX/XX/XXXX. I respectfully request a fair and reasonable resolution.

Company response to consumer: Untimely response