Consumer complaint received 2025-10-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am writing to file a formal complaint regarding my inability to access or properly pay a joint Capital One Kohls Visa account that was transferred to Capital One in XX/XX/year>. I am a registered joint cardholder on this account, which I maintained in good standing for approximately 20 years before the transfer. 

At the time of the transfer, my partner who is listed as the primary account holder and I separated. Shortly afterward, she accused me of identity theft and unilaterally closed the account. While I did not object to the account being closed, there was an existing balance due to holiday purchases, many of which were later stolen during a burglary at my home. 

Since the accounts closure, I have made every good-faith effort to pay what I owe. However, Capital One has repeatedly prevented me from paying the account conveniently or reliably due to the following : I never received a replacement card or full account number. 

I have been told I can not access the account online because I am not the primary holder despite being equally responsible. 

I can not make payments through my bank or set up auto pay because Capital One refuses to provide the full account number. 

Attempts to set up recurring payments by phone have failed because of the same authorization restriction. 

Customer service has confirmed they can not waive late fees because the account is closed even though these late fees are the direct result of Capital Ones restrictions. 

Because of this, I have incurred hundreds of dollars in late fees and risk damage to my credit score despite my ongoing attempts to fulfill my obligations. 

Requested Resolution I respectfully request that Capital One : Provide a secure way for me, as a joint cardholder, to access the account online or through my own login credentials ; or Provide the full account number so I may pay through my bank or set up automatic payments ; and Reverse all late fees and penalties that have accrued as a result of Capital Ones restrictions on my payment access. 

Please note that there is an active order of protection in place between myself and the other account holder, which legally prevents any direct communication. This situation makes it impossible for me to obtain authorization from her to fix the account access issue. I have repeatedly asked Capital One to contact her directly or otherwise accommodate this situation, but my requests have been denied. 

I have always paid my obligations on time, and I am simply asking for the opportunity to do so again. I informed Capitol One that I am formally submitting this complaint to the Consumer Financial Protection Bureau ( CFPB ) for review. 

Thank you for your immediate attention to this matter. I would appreciate a written response outlining how this issue will be resolved. 

PS I have made a complaint monthly since XX/XX/year> Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation