Consumer complaint received 2026-02-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
I have had three Capital One credit card accounts for many years and have always maintained excellent standing with the company. Two of these accounts remain open, active, and in good standing to this day, with on-time payments and balances paid as agreed.

More than a year ago, I decided to close one specific Capital One credit card only, not my overall relationship with Capital One. I chose to close this single card because it could not be properly linked to my Capital One mobile app. Despite multiple attempts, Capital One was unable to link this card so that all three accounts could be viewed together, while my other two cards functioned normally. 



Because of this ongoing issue, I contacted Capital One by phone and requested that this one specific credit card account be closed. I was told by Capital One that the card account was closed. 

FACTUAL TIMELINE ( FOR CLARITY ) The last authorized charge on this account occurred in XXXX XXXX XX/XX/year>, I requested that the account be voluntarily closed. 
On XX/XX/year>, the remaining balance of {$52.00} was paid in full, bringing the account to a $ XXXX balance. 
At the time of closure, no additional charges existed on the account.Months later, a charge of approximately {$400.00} appeared on this account.This {$400.00} charge appears to be an auto loan payment, which historically was paid using Capital One accounts.This charge should not have been permitted on an account that had already been closed and paid After being told the account was closed, I received no statements, bills, notices, or other communications from Capital One regarding this card for approximately a year. 



I later learnedonly after being contacted by a collection agencythat Capital One had charged off this card account and was claiming that I owed approximately {$600.00}. This charge-off was improper because the card had been closed at my request and should not have remained active or accrued any balance. 



I contacted Capital One to dispute this issue and requested documentation showing that the card was not closed and explaining how any balance could exist after closure. I also sent written correspondence by certified mail requesting this information. Capital One has not provided proof that this card account remained open, nor have they explained the charges or the basis for the charge-off. 


In addition, Capital One has stated that all customer service calls are recorded. I requested copies of the call recordings related to my request to close this card account, as these recordings would confirm that I instructed Capital One to close the card and was told that it had been closed. Despite submitting these requests in writing by certified mail, Capital One has not provided the requested recordings or any documentation contradicting my account. 



I am requesting that Capital One correct this error by reversing the improper charge-off related to this card, ceasing all collection activity associated with it, and providing written confirmation that this card account was closed as originally requested and that no balance is owed.

Company response to consumer: Closed with non-monetary relief