Consumer complaint received 2026-04-09 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:
I was told by XXXX from the fraud department for XXXX that he was going to write me a referral, as my account could have possibly been prevented from being shut down and then closed. The reason it was restricted in the first place was a mix-up between customer service and the fraud department , as I explained to him on the phone call today. Ive been in contact with XXXX since this whole thing started where Im a victim of XXXX hack and fraud, and this person gained access to my husbands checking account, which was at the time with XXXX and there was a double payment that was made and at the time with me having this brand new graduated, XXXX unsecured card that I worked so hard for considering I opened this account as a secure credit card originally and then to go into a graduated status with a credit limit that really affected me as I wanted to have a good reputation with the bank basically a good reputation I explained to him at the time when the person did the fraud claim which was at the time a young woman who worked for the fraud department she originally was supposed to file three separate claims as I had unauthorized transactions and then I had a transaction that I recognized, but I canceled that subscription and they still charge my card and then I had another claim that was supposed to be filed separately from that for the duplicate payment that was made on my husbands checking account, causing him not to have enough money for the payment for XXXX therefore the check returned and before all this happened, I advised her I worked very hard to get this account, it took me a very long time to get, but I got it and that I was worried that if the check bounced, it would close my account so I asked her at the time. Can you please cancel this check payment at the time she reassured me that everything would be OK and that shes been working for years for XXXX at the fraud department all to learn that my account with them will shortly after I should say be closed out due to this because she lumped it all in one claim versus separating the claims like she was supposed to. Again, she reassured me that she could do it as one claim and it would be fine, even though I told her I wanted her to do it as three separate claims, considering that is how it is supposed to be filed legally. Despite this, she filed it as one claim. XXXX promised me that he had notated my account about what happened, why it was closed, and that it could have been prevented. And with them telling me to write " XXXX XXXX XXXX '' they only give people 30 days from the time the account is closed for reinstatement. I did tell him I filed with the Consumer Financial Protection Bureau because I felt like I wasnt getting anywhere with XXXX for a couple of years now, and I was going back and forth between representatives who were telling me different things. And I really like the bank because of all it has to offer in terms of benefits and customer service, so he decided that it was best to note my account and also write out a referral in my favor to notify XXXX that it was not my fault. So I would like to notate this in my notes. I spoke to XXXX from the fraud department on XX/XX/year>, and was on the phone with him for about 15 to 20 minutes. I appreciate all hes done for me, and I told him that.

Company response to consumer: Closed with explanation