Consumer complaint received 2024-04-18 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: GA

Complaint narrative:
On XX/XX/XXXX, a merchant I do business with called me and said that my card was declined. At the time I had more than enough credit available to pay the transaction. However, when I logged into my account, I found out that ALL my capital one accounts were restricted/closed. I called Capital One and spoke with a fraud department manage she told me that somehow, I broke our agreement when I had retuned payments from my XXXX XXXX account. I explained to her my bank, XXXX XXXX and I are getting things worked out, because I had some activity on my account that wasnt authorized, but none of my payments were supposed to be returned because I have Extra Day Grace period with them and most of my payments the money was in the account for before XXXX. The First Fraud department manager from CAPITAL ONE told me that if : I got XXXX XXXX on a three-way call, and they verified the information I gave her, that Capital One would reinstate and lift the restriction on my account. When I called back and spoke with a second fraud manager, I was advised that Capital one didnt and wouldnt allow three-way calls on Saturday XX/XX/XXXX. At this time, on a recorded line with the Capital One Fraud Department I explained to the manager my account was not supposed to return any of the payments before XXXX because I had the cash money in my account at the time when they were trying to get the money. After several minutes and explaining I was dealing with a financial hardship and Capital One told me to call them if I experience one ; The manager told me that if I submitted the payment for the amount that was returned Capital One would reopen my account as a one-time courtesy. I asked, Can you all send me something that will serve as an agreement showing that capital one will reopen/lift the restriction on my account. The Capital One Fraud department on a recorded line told me XXXX XXXX we guarantee once you submit the payment and wait 4 to 5 days call back and Capital One will Reopen your account, it is a guarantee that we will reopen it, I have also put a note in your account so when you call back and speak to any other manager they will go ahead and reopen your account. I spoke with the back office, and they have authorized us to reopen. The manager I was speaking to made me uneasy so after we disconnected, I called back and spoke with now a THIRD CAPITAL ONE FRAUD DEPARTMENT MANAGER ON A RECORDED LINE XXXX XXXX XXXXXXXX, on this call the manager advised me We arent supposed to give a guarantee but due to the circumstances we will reopen the account because you have been with us for so long. You dont have to submit the full payment of what was returned but, right now you are over limit, if you submit the payment for an amount that will put you under the credit limit on the account that will be fine. She asked me : XXXX XXXX, would you like me to submit a review now to have the account open. My recorded response was No maam dont submit a review until I make the payment because the last manager told me to submit a payment and wait, The Capital One Fraud Department Manager told me : yes sir I wont submit the review but give us a call back when you have made the payment, and we will assist you. I said OK. I Submitted a payment on XX/XX/XXXX, in the amount of {$400.00} However, XXXX XXXX again returned the payment and told Capital One again it was due to NSF. This was inaccurate and what has happened with previous payments BEFORE XXXX that were submitted to Capital One. I will be submitting the paperwork showing from my bank to prove what I am saying are true statements. Capital One went to pull the money for the payment on the XXXX of XXXX even though the payment was submitted on the XXXX of XXXX. The money was placed into the account on the XXXX of XXXX. XXXX XXXX said that that they returned the payment due to non-sufficient funds, and they said the account was at {$0.00} on the XXXX this is untrue I will be submitting both the bank statement as well as screenshots of my bank account to show that the money was in the account. I submitted another {$400.00} payment after getting a notification that the payment returned, which that cleared my account. I spoke with another CAPITAL ONE FRAUD DEPARTMENT AGENT by the name of XXXX XXXX I believe the XXXX of XXXX to ask them to go ahead and reopen the account because I kept my end of the agreement that was made to me. XXXX XXXX told me they already submitted to reopen the account on the XXXX I said that couldnt be the case because there wasnt a payment submitted until the XXXX and the agreement was that I would call 4to 5 days after the payment was submitted. XXXX XXXX said regardless of what I spoke to with the previous managers they shouldnt have even offered me a deal because my account shouldnt have been eligible nor considered. I explained to him on the recorded line sir this is after you all had a verbal agreement and guarantee that you would reopen my accounts when I submit a payment and that you all wouldnt submit a review until I called you. We went back and forth about what was guaranteed to me as a consumer. XXXX XXXX stated that I had several returned payments, I explained to him that my bank account, XXXX XXXX, was returning payments even though the money was in the account because when they changed my account back in XXXX it was still negatively affecting my account. I explained to XXXX XXXX that during my history with Capital One whenever a payment has been returned it was resubmitted within 5 to 7 days which I am allowed. Now in XXXX this is the ONLY time a payment was submitted and returned that I didnt cover because of FINANCIAL HARDSHIP and XXXX XXXX NEVER submitting the transaction to the account. I had a major unexpected expense that depleted my account that put me in a bit of a bind. XXXX XXXX said to me that if I would have called capital one and notified them about my XXXX XXXX account, they would have worked with me and wouldnt have closed the account but me calling after the account was closed/restricted it doesnt matter because it looks like I am just making an excuse. I was deeply offended by that comment and explained to XXXX XXXX that I was not aware of there being a problem with Capital One which was why I never called them. I pointed out to XXXX XXXX that the only thing I got from Capital One was a message to call them if I am experiencing a financial hardship and now we are talking and Capital One is closing my account because of a bank error from XXXX XXXX where they werent allowing the payment to be submitted even though I have the extra day grace period which allows me to have 24hours to submit a deposit to cover a transaction. I never had that option in XXXX EVEN THOUGH my bank account allows that. Which again will be attached to this complaint as proof. However, Capital One agreement states that a customer who has a returned payments account will go into default. XXXX XXXX was simply returning payments due to a bank error on their end which is being addressed but it is not right for Capital One to hold me accountable for a bank error and not a consumer error. In addition, the FDCPA PROHIBTS The use of any false representation or deceptive means to collect or attempt to collect any debt or to obtain information concerning a consumer. Capital One Fraud Department GURANTEED ME THAT ONCE I SUBMITTED A PAYMENT AND WAITED 4 TO 5 DAYS MY ACCOUNT WOULD BE REOPENED. I submitted my payment and kept my end of the agreement Capital One needs to keep their end of that agreement and open my 3 accounts. 

I also was informed that Capital One can and will reopen an account that was closed due to a bank error. Here attached to this complaint there is concrete information to show that : 1. of my payments were returned due to NSF EVENTHOUGH the money was in the account for the transaction. Which has happened before. 

2. The Agreement Between XXXX XXXX and I to show that a transaction is to be presented to consumer and allow the opportunity to add funds to account before payments are returned or paid. 

3. The time where my XXXX XXXX changed in XXXX which began the transaction being retuned. 



I hope that Capital One will Reopen my accounts Quick Silver, Walmart Rewards, and Platinum Credit Cards because they were closed due to a bank error and their Fraud Department made a verbal agreement to collect funds from a consumer with deceptive principles that is PROHIBTTED BY THE FDCPA.

Company response to consumer: Closed with explanation