Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am submitting this complaint regarding my Capital One Quicksilver account ending in XXXX. On or about XX/XX/year>, Capital One notified me that my account was being closed because the company had observed activity that was allegedly " inconsistent with typical customer account usage. '' However, the letter provided no further explanation regarding what activity prompted the closure, what concerns Capital One identified, or what facts were relied upon in making that decision. At no point was I accused of fraud, misuse of the account, or any specific violation of my cardholder agreement. Instead, I was provided only a vague statement that my account activity was inconsistent with typical usage. Despite numerous requests, Capital One has never provided a meaningful explanation of what that statement means or how it applies to my account. The timing of the account closure was particularly concerning because I had begun making substantial payments toward the outstanding balance in an effort to pay down my debt. While Capital One has never stated that these payments were the reason for the closure, I have repeatedly requested clarification regarding the decision and have received none. Following the closure of the account, I remained responsible for the balance and continued making payments in good faith. Despite my efforts to reduce and ultimately satisfy the debt, interest charges and late fees continued to accrue. Over time, these fees substantially increased the amount I owed and made it more difficult to pay off the account. I have contacted Capital One numerous times over the past year seeking assistance and requesting a review of the account. Unfortunately, my experience with customer service has been extremely frustrating. Representatives have repeatedly been unable or unwilling to explain the basis for the account closure, and I have often received incomplete or inconsistent information. Most recently, I spoke with an individual identifying himself as Supervisor " XXXX '' ( Agent ID XXXX ). Despite requesting a detailed review of the account and a clear explanation of the closure decision, I was again unable to obtain any meaningful information or resolution. I was simply advised that no adjustments would be made and that no additional information could be provided. As a customer who has continued making payments and attempting to resolve this matter in good faith, I believe I am entitled to a clear explanation of why my account was closed and why my repeated requests for review have been denied without substantive justification. I am requesting that Capital One : Provide a detailed explanation of the activity it determined to be " inconsistent with typical customer account usage. '' Provide any records, account notes, risk reviews, adverse action records, or other documentation that formed the basis for the account closure decision. Conduct a thorough review of all fees and interest assessed after the account was closed. Consider a goodwill adjustment, waiver, or refund of fees and charges that accumulated while I was attempting to resolve this matter. Provide a written response explaining the outcome of its review. I am not disputing my responsibility for legitimate charges incurred on the account. Rather, I am seeking transparency regarding the closure decision, accountability regarding the handling of my concerns, and a fair review of the fees and interest that accumulated after Capital One chose to close the account without providing a meaningful explanation. Thank you for your time and consideration.

Company response to consumer: Closed with explanation