Consumer complaint received 2026-05-21 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: CA

Complaint narrative:
This is with regards to closed compliant XXXX I am submitting a new claim to reopen this case Dear CFPB / OCC Reviewer, I would like to formally respond to Capital Ones statement regarding my complaint. Capital Ones response materially omits key facts and incorrectly implies that I failed to provide requested information. That is not accurate. After discovering my account had been restricted without notice, I called Capital One and was instructed by an agent to upload my own financial documents and bank statements. I complied immediately and submitted all requested documents the same day. The agent informed me that the review would take approximately 710 business days and assured me my account would remain active while the review was ongoing. However, Capital One never followed up with me. I repeatedly had to proactively call back myself over multiple weeks to determine status and whether additional information was required. After numerous calls with different representatives, I eventually discovered that the actual issue was not my financial documents at all, but rather verification relating to my authorized user ( P2 ). This was never clearly communicated to me despite multiple conversations with at least five different agents. My authorized user is my twin sister. While we share the same last name and address, she has a completely different SSN, tax information, and financial profile. Capital Ones system incorrectly flagged her identity. Capital Ones statement that the information was not added is misleading and incomplete. My authorized user repeatedly attempted to provide the requested information and complete verification. She is legally in the United States on a visa and only has an XXXX passport. One Capital One representative specifically informed us that an XXXX passport was acceptable for live verification. However, multiple later representatives contradicted this guidance and incorrectly stated that the passport was not acceptable, causing significant delays and confusion. My authorized user spent approximately 10 calls attempting to complete verification. After repeated failed attempts due entirely to inconsistent guidance from Capital One representatives, one final representative successfully verified her XXXX passport and confirmed verification was completed. Immediately afterward, that same representative informed us that both accounts had already been closed. Therefore, the issue was not that we failed to provide information. Rather : * Capital One repeatedly provided inconsistent and contradictory instructions * Capital One failed to clearly communicate what documentation was actually required * Capital One failed to follow up as promised * Capital One assured me the account would remain open while I actively cooperated and called in regularly * Verification was ultimately completed successfully, but the accounts had already been closed Throughout this process, I was actively cooperating, repeatedly following up, and complying immediately with all requests. I even adjusted my schedule and stayed home on multiple occasions because Capital One representatives repeatedly told me someone would call me back regarding verification, but no one ever did. Capital Ones response does not address these critical facts. I respectfully request reconsideration of my complaint and ask that Capital One : 1. Reinstate my forfeited XXXX rewards points 2. Reopen my XXXX XXXX account 3. Refund annual fees paid 4. Correct any internal records negatively affecting future applications 5. Review its verification and escalation procedures to prevent similar situations from occurring to other customers Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation