Consumer complaint received 2024-04-05 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:
A couple of weeks ago I received a charge of XXXX on my credit card from XXXX. I didn't authorize this charge and they did it without my knowledge .this charge took me over my limit with capital one I was and still am upset and flabbergasted that they did this. I spoke to employees at capital one as to why they allowed XXXX dollars over the limit I would never charge anything exceedingly that high and over the limit. They never answered me and played it off. I also told them numerous amount of times that this was unauthorized and fraud. After multiple phone calls they filed a fraud report and told me they will credit my charge card of XXXX. I couldn't believe that capital one allowed this charge to go through. Once again they never told me why and how they allowed this charge to go XXXX dollars over the limit which has directly harmed me. I couldn't charge anything and that was my only means of.purchasing. This is a travisty as the company had no explanation of why they did this. I decided about a week ago to close the card and get another one. They did this and I asked them on the same call about the credit .they said they credited my acct and if I don't see it to call back. I did a couple of days later and the specialist knew nothing about it. I got frustrated and then asked her how they allowed my card to go XXXX over the limit .once again they had no answer that made sense instead she tried to get me to not allow my card to go over the limit. Nothing was accomplished with that call. I than called the dispute fraud department again on XX/XX/XXXX and the specialist gave me a XXXX adjustment. I thought everything was fine. I had credit left and my new card was activated. I then tried to use the card XXXX  and it declined I don't understand why this happened. I called the credit card department and all they said was they closed my account because I violated policy. They wouldnt tell me what I violated. It was all allegations with nothing to back it up I then went to a local branch in XXXX XXXX and spoke with XXXX a teller I withdrew XXXX on Friday the XXXX and I took XXXX of it. The other XXXX I don't know what happened to it. I called the banking side and they can't see where the XXXX dollars went. I wanted to file a claim and they told me I have to go to the branch .I went to the branch and they told me they couldn't do it I have to file a claim against the credit card company. I told them that's not what the claims department told me They denied me the right to file a claim and so did the claims dept when the branch called them I requested the XXXX dollars back as I learned later that it was applied to my credit card without my knowledge Capital one harmed me and strapped me for closing my cc A couple of days later they applied my rewards of XXXX to the balance on my cc once again without knowledge and consent. I did nothing wrong to warrant them closing the card .I needed that XXXX to eat as I am homeless on XXXX and low income .how could they do this. There the ones that went over limit without my consent this is ludicrous and unfair Than they closed the card used XXXX and the rewards to make a payment without my consent. This is unfair and unethical. A complete investigation is needed.

Company response to consumer: Closed with explanation