Consumer complaint received 2026-04-30 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: IL

Complaint narrative:
I've filed XXXX complaints with Capital One regarding their fraud department security requirements, as well as the process that this department is required to follow. My initial written complaint was filed on XX/XX/year> against the Fraud Department about the restriction that was placed on my XXXX credit card account ( case # XXXX ). To my dismay the complaint was forwarded to the very department that I complained about and again, the explanation given for their actions was the reference regarding their policy requiring proof of payment method by submitting a bank statement for the checking account used to make the payment, which was given to me by the title company involved in the refinance of my home. Therefore, I changed the focus of my complaint to address the policy that requires a customer to produce bank records for an account that doesnt belong to them, which is literally impossible on XX/XX/year>. Although, in my opinion it would be sensible to deem that someone within that department would have the authority to review cases based on the individual circumstances and not apply this policy broadly without any flexibility. Due to the refinance of my home in XX/XX/year> the title company required that XXXX payoff some of my credit card debt and sent checks to pay off those accounts. I contacted Capital One to ensure that it was okay to make the transaction electronically because that is how I make my payments or to mail the check in so that it could be processed manually. I was told that since I had all of the information on the paper check that it would be acceptable to pay it electronically. I made the payment on or around XX/XX/year> and a short time later a restriction was placed on the account. I was told that they needed a name of the owner for the account. I promptly contacted the title company that was handling my refinance and they told me that the company owned the bank account that the check was written on and there was no specific person. He was added to the call with their fraud department and explained the situation to them. He had his account XXXX from the bank that the check was written on, XXXX XXXX, write a letter stating that this was the title companys account. He also sent me a list of transactions for the last XXXX days, so that I could submit that as well. I was told that these documents were not acceptable because they needed bank statements associated with the account. During my last conversation with the fraud department in response to my initial complaint in XX/XX/year>, I was told that the payment had been received and processed, so there is evidently no indication of fraud. However, I was told that the requirement for the bank statement from the title company was still needed to remove the restriction from my account. I find it hard to believe that any company would have a policy in place expecting a customer to complete an impossible task. And by the way, I havent had any problems with the payments from the title company with any of my other creditors and the title company has informed me that they have had customers with Capital One accounts that were paid off in the same manner with no problems. This makes me think that there may be some underlying reason for these actions. Ive been a customer in good standing for a long time and its kind of personal to me that Im being treated like a criminal, especially since this transaction was to pay off the account! I just dont want any other customers to be treated this way. Additionally, I would like a reasonable written explanation to satisfy my concerns. Finally, I received a letter from the dated XX/XX/year> that my account had been closed, even though I haven't received any response to my second complaint regarding the process. The explanation for closing the account was that I didn't provide the information that they requested, a bank statement from the title company, which is impossible to obtain.

Company response to consumer: Closed with non-monetary relief