Consumer complaint received 2026-01-05 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: TX

Complaint narrative:
During sometime during XX/XX/XXXX, I received notification from Capitol One about charges on my credit card which I did not make. A case number was opened ( XXXX ) and the fraudulent charges were investigated and subsequently removed from my account ( letters dated XX/XX/XXXX, and XXXX, XXXX ). Sometime after that I received a new credit card but it was restricted ( which I found out when I tried to use it ). I contacted Capitol One and subsequently received a letter dated XX/XX/XXXX stating I needed to send a copy of my Individual Tax ID Number. Not knowing what that was, I called Capitol One and after a rather lengthy conversation we finally concluded they needed a copy of my Social Security Number ( card ). I mailed them a copy of my card on XX/XX/XXXX. I received a phone called a few weeks later from Capitol One stating they received this but I needed to send them a copy of my ID ( drivers license ) and they had sent a letter stating such. The woman on then phone also said she would send me a secure e-mail link to send this to Capitol One. After several days after that I received no letter or link. I phoned them again and asked them to resend this letter. The subsequent letter I received was the SAME letter I received dated XX/XX/XXXX. I never received any letter from Capitol One stating they needed a copy of my ID by XX/XX/XXXX or my account would be closed. When I was told by telephone that I needed to send my ID through a secure link they would provide me through my e-mail, I was told it would take XXXX business days before I would receive it. I never did. I called Capitol One again on XX/XX/XXXX and after another rather lengthy discussion with several ( foreign ) representatives and after two tries of them sending a secure link to my e-mail, I never received anything from them. The representative even verified my exact e-mail. This was while I was still one the phone and checking my e-mail after they stated they sent me a secure link. I had to give them a second e-mail and that is when I finally received a secure link. The ID they requested was sent on XX/XX/XXXX. 
Today. XX/XX/XXXX, I received notification through XXXX XXXX that stated my Capitol One account was closed on XX/XX/XXXX. I called Capitol One to resolve this issue and they said the reason my account has been closed was because they did not receive a copy of my ID until XX/XX/XXXX, despite the fact that I never received any correspondence from them stating I needed to do this. I asked them to confirm if my e-mail that I had on file and they refused. 
To date I have no received any correspondence from Capitol One regarding me having to send them a copy of my ID and that my account has been closed. 
I have never had any late payments to Capitol One but have had difficulty with them in the past. 
I have NEVER had to send a copy of my social security card or ID to any credit card company, and especially since I have been using them for several decades. My main credit cards I use are through XXXX  XXXX  XXXX  from which I am quite pleased. 
I am under the impression that having a credit card account closed will affect my credit score, which is at the moment XXXX and I have worked hard to keep it high, although I have not had any debt for several years. 

It is quite evident the people used at the Capitol One Customer Service Department are not from this country, people with a very distinct XXXX accent which I find quite difficult to understand. I no longer wish to do business with Capitol One but hesitated to cancel my credit card because it would affect my credit score.

Company response to consumer: Closed with explanation