Consumer complaint received 2025-10-17 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: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, NY XXXX XXXX ( XXXX ) XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX  XXXX DC XXXX Re : Capital One Fraud and Theft To whom it may concern, Thank you for taking the time to read my complaint. I know you guys are understaffed and probably have a huge workload, so I do apologize for the extended explanation.

I had three credit cards from Capital One, ending in XXXX, XXXX, and XXXX. Mind you these numbers have been changed several times over the course of this ordeal. On XX/XX/XXXX I made a mistake with two payments, one for {$300.00} and one for {$400.00}. My boyfriend and I confused the bank accounts we were paying our cards from since I made him a cosigner on one of them. 
As of XX/XX/XXXX on a card ending XXXX I had a balance of {$47.00}. This card had a credit limit of {$1900.00}. 
As of XX/XX/XXXX on a card ending XXXX I had a balance of - {$6.00}. This card had a credit limit of {$500.00}. 
As of XX/XX/XXXX on card ending XXXX I had a balance of {$0.00}. This card had a credit limit of {$850.00}. 

Shortly after at some point in XXXX they closed all three of my credit cards and sent me letters on each one of them claiming a credit adjustment, meaning they reversed all of the payments that we had made to pay off the credit cards, added the full balances prior to the cards being paid off back onto the owed balances, but never return the money to our bank accounts. 

I have documentation of our bank accounts during these months, the credit card bills from Capital One as well as the letters they sent us. This is extremely confusing for us and I believe that's just a tactic they use.

I also have about eight conversations I had with them on the phone documented where they gave me the runaround over and over and over again and this has been going on since XXXX of XXXX. 

In my opinion this is complete theft and a serious banking violation. I made XXXX more attempt on XX/XX/XXXX to try and work this out with them at XXXX XXXX, I spoke with somebody named XXXX and her employee ID is XXXX. I was told that once again I had to start a payment investigation and it would take 30 days and then I would hear from them by XX/XX/XXXX and that all of these negative marks would be taken off of my credit report. Again, nothing has happened and I do not know what else to do. 

I received a letter on XX/XX/XXXX for an account ending in XXXX, which is the same account ending in XXXX, and they claimed they finished their investigation and found no signs of fraud. 

I then received a letter from them on XX/XX/XXXX for an account ending XXXX saying in order to process my fraud claim they need more information about which transaction was fraudulent. I have been over this with them so many times I can't even keep count. 

Hopefully you can help me. I will be also sending a letter to my XXXX XXXX  XXXX Attorney General 's Office and if there is somewhere else I should be sending this letter please advise. 

I'm going to upload hopefully the most relevant paperwork for you to look at. Please let me know if you will need my bank accounts showing that these payments were made and never returned to my bank accounts. I also have a stack of about XXXX pages of letters from them just stating that they've been resolved that there has been no fraud, that they need more information, etc over the past year. As well I have numerous phone recordings proving everything I'm saying. So, please let me know if you are interested in this information and I would be happy to mail it to you. 

Thank you for your time, XXXX XXXX ( It would not let me attach the documents so I will be mailing them to you via XXXX )

Company response to consumer: Closed with explanation