Consumer complaint received 2026-03-07 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: MA

Complaint narrative:
I was away in the hospital for a month and while I was away, my two adult daughters accessed my XXXX on line streaming account and then purchased many paid subscription streaming channels by using my XXXX email. When I returned home I discovered that there were several charges to my credit card for these channels and I called Capital One to dispute the charges and canceled all subscriptions with XXXX. The charges equaled about {$60.00} a month plus a yearly fee of {$50.00}. Shortly thereafter, I received a letter from Capital One informing me that my Capital One card was now closed and I could no longer access it. I knew that my card hadn't been stolen and it was my daughters who subscribed to these channels, presumably with the offers of free trials that never were terminated after the trial period. Nevertheless, I did not authorize authorize these paid subscriptions. I called Capital One customer service and asked the reason behind the cancellation. I was very frustrated and upset that they just went ahead and canceled the card after 15 plus years of being a customer. I reminded them that I was a very good customer. I always paid my monthly statement on time for the the entire time that I owned the card. My card was hacked a few times by online predators who got I reconsider and ask to speak to a manager or supervisor. I was able to speak with someone who can make these decisions and yet they would not consider anything that I was saying to them.It was like dealing with robots, most of whom did not have a firm grasp on English and were hard to understand. A few agents informed me that I could apply for a new card instead. Every customer agents response was the same ; that this was their policy and they would not consider special circumstances such as having an excellent credit score and always making on Time payments that were automatically deducted from my savings account. I did end up reapplying because I was having difficulty getting a credit card from other credit card companies because of the cancellation and if I was approved they would only offer a {$300.00} per month credit limit. With Capital One I previously had an {$18000.00} credit limit.They were treating me as a new customer and did not consider that I had been a customer for several years. The {$300.00} limit was far too low to pay my monthly credit card bills as I have many of my utilities automatically charged to the card every month and I used the credit card for almost all of my everyday purchases My monthly credit card charges were about {$2.00}, XXXX sometimes XXXX sometimes higher and sometimes less and automatically came out of my savings account through monthly auto pay. They were treating me as a new customer and not an established Capital One credit card member. I told him that the limit was ridiculous and if they looked at my monthly spending over a Year 's period they would see that again they had rote, robotic responses to anything I said and I got nowhere even after talking to several agents supervisors managers etc. Because of their cancellation of my card, I had to apply to other credit card companies for a card companies and was repeatedly denied because of the cancellation of the Capital One card. I feel that Capital One was discriminatory and portrayed me as low income and not worthy of having a credit card My source of income is social security XXXX and despite that I still paid all of my bills on time.As a result of their cancellation, my credit score was negatively impacted and dropped by XXXX points. Prior to this, my credit score always remained consistent between XXXX and XXXX. I do not carry cash with me because I am vulnerable I'm almost XXXX XXXX XXXX and I'm an easy target so I'd rather pay with my credit card for most all of my purchases. I feel that Capital One discriminated against me because of my age and income. I am on XXXX and I will soon turn XXXX and I've never been declined a credit card and forced into the position of using my bank debit card Because so many credit card companies refused my application I was forced to pay monthly bills with my bank debit card which does not offer a lot of protection for fraud or identity theft, hackers and data breaches. And since Capital One refused all of my requests to be reinstated with the former credit limits this created a hardship for me because I was concerned that the debit card did not offer as much protection as a credit card. Capital One would make no allowances for my good credit and the fact that I did not authorize these charges but yet they place blame on me for the situation and I was the victim. I also informed Capital One that I still had the card, it hadn't been stolen, and it was a family situation rather than theft by a stranger or online hackers. I am lodging a formal complaint. I believe their actions constituted financial exploitation of an elderly person and took no consideration that I was a loyal customer with very good credit.

Company response to consumer: Closed with explanation