Consumer complaint received 2023-12-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
I had this credit card for a while and of course during XXXX did not use my cards often and wasnt traveling. I had accumulated close to XXXX travel rewards points on this card which I was told would never expire as long as the card was active. 
Due to XXXX and dealing with ongoing XXXX XXXXssue for my XXXX  after severe XXXX  and now the damages it caused, we had not really been traveling or using a lot of our cards. 

Previously, I had several issues when trying to use the card where the card didnt work or took several times to work and finally in XXXX I asked for a new card. According to the customer service rep the new card was mailed out and 3 days after that they closed my account. 

I was never told I was at risk for that or that there were any issues. Id never missed a payment and my credit score is in the mid XXXX 's. 

Closing a credit account can cause a drop in your credit score as well. Again I was never told the account was in danger of being closed and I had talked with them several times right before it was done. 

We asked the card to be mailed where we were staying, but did not receive it before we left. When I called back to change addresses I was told a new card was being sent also never received. We finally decided to deal with it later. That was XXXX. 

We knew were were planning a trip in XXXX and figured we would sort it out then. 
This is when we found out the account was closed. 

We did not get notice of this. More importantly the almost XXXX rewards points were worth close to XXXX in cash value and they simply closed the account making it not an active account this taking those. 

One agent said the account was inactive for an extended period of time and so it was closed. Well had anyone said that was a problem and provided me with a card that worked I would have been using it. We have plenty of other credit cards and have even gotten notices after XXXX from a couple stating that due to non use the accounts could be closed by a certain date if there was not use on the account. For a couple we opted to close them. For others we made sure we began using them. The point is we were notified. With the XXXX card we were not. 

Moreover, my XXXX  and I both have other Capitol one cards that do not have rewards tied to them and that havent been used in ages but those arent cancelled. When I asked about that I was told they dont generally cancel cards unless there is a problem or a history of non payment or abuse etc.. There was no such history. I think they saw a way to not have to pay out those rewards and the account being idle and cancelled it. 


Meanwhile Money that I earned on that account by using it and fulfilling my obligations was taken from me without my notice or consent. 

Even worse was that we were considering transferring a sum of money over into a Capitol One high yield interest account, but hadnt done it yet because we were nervous about doing this with basically a credit card company over our traditional bank. 
Well things like this certainly dont inspire or build trust.

Company response to consumer: Closed with non-monetary relief