Consumer complaint received 2026-05-25 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: WA

Complaint narrative:
I am writing to formally escalate one of the most distressing customer experiences I have encountered with a financial institution. I have maintained a XXXX account for approximately seven years. I originally opened this account after moving to the United States to pursue my XXXX and begin building my financial life and credit history in this country. As an international student unfamiliar with the complexities of the U.S. credit system at the time, this account represented one of the earliest and most important foundations of my financial identity in the United States. Approximately within the last one to two years, after experiencing some payment difficulties, I proactively contacted XXXX because I wanted to responsibly clear my balances and avoid additional missed payments negatively impacting my credit profile. During that conversation, I explicitly explained that I wanted to fully resolve the account and avoid any remaining balances that could continue affecting my credit. I distinctly remember being informed by the representative that there was a very small residual amount remaining ( approximately {$0.00} ), and I authorized payment because I believed I was responsibly resolving the account in full based on the guidance I was given. Because I believed the matter had been fully handled, I stopped actively using the card. During this period, I also relocated from Michigan to XXXX and unfortunately missed subsequent mail communications during that transition. I was extremely distressed to later discover that my XXXX account one of my oldest credit accounts with nearly seven years of history had been closed. The loss of this account was not insignificant. It represented years of credit-building history tied to one of the oldest tradelines on my credit profile. The impact of losing this account has been financially and emotionally devastating. However, what has been even more shocking than the closure itself has been the treatment I received from XXXX customer service during my recent attempts to seek assistance. I contacted XXXX not to reapply for a new card, but to seek meaningful review and escalation regarding the closure of a longstanding account and the loss of years of credit history attached to it. I repeatedly explained this distinction during the call. The representative clearly understood my concern, yet repeatedly dismissed me by stating there was nothing she could do, that there was nothing a supervisor would say differently, and that because I was no longer a customer, there was effectively no point in escalation. At one point during the call, after I questioned the dismissive handling of the situation and requested escalation, the representative made comments regarding my immigrant background and my ability to communicate in English. Specifically, she referenced the fact that I left my home country to come to the United States and stated that she could not understand me because I was not speaking English. I want to be absolutely clear : I found these comments deeply humiliating, inappropriate, and dehumanizing. We had been actively communicating throughout the call for an extended period of time. The suggestion that I was somehow not speaking English only arose once I began challenging the dismissive handling of my concerns and requesting escalation. As someone who came to the United States to pursue higher education and responsibly build a financial future, being spoken to in this manner by a representative of a major financial institution was profoundly upsetting. I also want to clarify that while I did state that I was prepared to escalate the matter publicly or through formal complaint channels because I felt dismissed and unheard, I did not use abusive language, threats, profanity, or personal attacks toward the representative. I was advocating for myself after repeatedly being denied meaningful assistance and discouraged from speaking with leadership. The call ultimately ended with the representative abruptly disconnecting while I was still speaking. The entire experience was deeply upsetting and unacceptable. Accordingly, I am formally requesting the following : Immediate executive review of the closure of my XXXX account ; Review of all prior call recordings related to my attempts to resolve the account balance ; Full review of the most recent customer service interaction and the conduct displayed during that call ; Consideration for reinstatement of my XXXX account, or other reasonable corrective accommodation given the longstanding history associated with the account ; Restoration consideration for the longstanding credit history associated with the account ; Written findings regarding the handling of this matter and the customer service conduct involved. I have spent years building my financial standing in the United States responsibly and in good faith. To lose that longstanding history and then be treated dismissively while seeking help has been incredibly painful. I expect this matter to receive urgent executive attention and I look forward to a substantive written response.

Company response to consumer: Closed with explanation