Consumer complaint received 2025-10-09 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: CA

Complaint narrative:
Please see attached scanned letter from capital one which they mailed to me I also have the envelope.

Subject : * * Urgent CFPB Complaint Against Capital One Unfair Credit Reporting, Account Closure, and Discriminatory Treatment Dear CFPB Representative, I am submitting this formal complaint against * * Capital One Bank * * due to their * * unethical, discriminatory, and predatory conduct * * toward me as a consumer conduct that has now put my * * housing and financial stability at serious risk * *. 

Earlier this year ( between * * XXXX and XX/XX/2025 * * ), I became a victim of * * fraudulent charges * * on my Capital One credit card. I followed their procedures and opted into the consumer protections they offer. Capital One * * confirmed in writing * * ( via a letter I received by XXXX mail, with a postmark ) that I was * * not liable * * for these charges and that my account reflected a * * XXXX balance * *. 

Despite this, Capital One later * * closed my account * * and reported me * * 60 days late * * to all three major credit bureaus * after * confirming in writing that I had no outstanding balance. This alone is completely contradictory and unethical. They can not send me a letter stating I have a {$0.00} balance and then later decide to * * assess fees and report late payments * *. These are * * not my burden to bear * *, especially as the original balance resulted from * * fraud * * and they acknowledged that I wasnt responsible. 

To make matters worse, the reason I was given for the account closure was a * * returned payment * * the result of a simple mistake caused by my * * XXXX XXXX XXXX XXXX XXXX XXXX XXXX  where I inadvertently used the wrong checking account. Capital One acknowledged this on a * * recorded phone call * * and confirmed that I * * corrected the payment immediately * * the next day using my * * Capital One checking account * *. I even offered to provide * * medical documentation * * of my condition, but my explanation was disregarded, and I was * * belittled and bounced between representatives * *. 

I was a * * loyal customer for XXXX years * *, and consistently paid off my card often paying it down aggressively to build my credit. This long history of * * on-time payments * * should have carried more weight than a minor, quickly corrected mistake. Instead, I was treated unfairly, and my account was closed without meaningful justification.

Now, because of Capital Ones * * false and harmful credit reporting * *, my * * credit score has dropped * *, and I am in danger of losing the * * home I am currently in escrow to purchase * *. I have signed a purchase contract and was preparing to move forward for the sake of * * myself and my children * * and now this dream is at serious risk due to Capital Ones actions.

# # # I am urgently requesting the following from the CFPB : 1. * * Immediate removal of the 60-day late payment remarks * * from all three credit bureaus XXXX XXXX XXXX XXXX XXXX as they are * * factually inaccurate and directly harmful * *. 
2. A full * * investigation into Capital Ones practices * * in this matter, including their contradictory communications and decision to penalize me for a payment issue I promptly resolved.

3. Review of the * * recorded phone calls * * between myself and Capital One from * * XXXXXXXX XXXX XXXX  *, in which I was transferred repeatedly, dismissed, and treated with disrespect. 
XXXX. An evaluation of whether * * XXXX Ones conduct constitutes discrimination * * based on my status as a * * minority woman with a XXXX * *, given their lack of accommodation and disregard for my documented learning XXXX. 
XXXX. That * * Capital One be held accountable * * for the harm theyve caused and for failing to provide clear, consistent, and fair service to me as a consumer. 
XXXX. That * * my XXXX years of positive payment history * * be given appropriate weight and that the * * account closure and credit damage * * resulting from their poor handling be reversed or remedied. 

Capital Ones actions have had * * life-altering consequences * * for me and my family. I acted in good faith and resolved every issue that came up responsibly. They did not and I should not be the one to suffer. 

Please let me know if you need any documentation, including the letter showing my {$0.00} balance or proof of my XXXX. I am ready and willing to assist with this investigation. 

Thank you for your time and attention to this serious matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation