Consumer complaint received 2025-08-11 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: CT

Complaint narrative:
This is a follow-up to my original complaint submitted ( XXXX ) regarding Capital Ones handling of an unexplained account restriction and lack of proper communication ( original complaint details below ). 

Capital One has since responded, but their response contains multiple inaccuracies and misrepresentations that must be addressed : Incorrect Statement About Mailing a Letter : Capital One claimed they sent a letter to my correct mailing address on or around XX/XX/2025. I have never received this letter. I regularly check my mailbox, and the only correspondence I continue to receive from Capital One are monthly billing statements proof that they do have my correct mailing address and that my communication preferences are set to paper also confirmed by a representative on the phone. 

Contradictory Information Provided by Capital One Representatives : During my initial call on XX/XX/2025, a customer service representative acknowledged that a letter should have been sent. However, a supervisor I later spoke with contradicted this, claiming the information was sent via email instead, citing my " online preferences. '' This is false. I have never opted out of paper correspondence, as evidenced by the continued paper billing statements I receive each month. 

Misinformation in the Official Response : In their response to the CFPB, Capital One claimed they reviewed call recordings and found no service errors. This is incorrect. My first phone call specifically involved the issue of the missing letter and confusion about how the restriction was communicated. The supervisor I spoke with was unable to answer basic questions and ultimately hung up on me, a behavior that I found unprofessional and unacceptable. 

No New or Helpful Resolution Provided : As of today ( XX/XX/2025 ), I am still in the same position : the account closed with no proper explanation or resolution. When I called again today XX/XX/2025, I received the same vague responses and excuses that Ive been hearing since XXXX. I also called before that on XX/XX/2025. I was waiting for a response either from Capital One or XXXX. 

Given the false information in Capital Ones response and their ongoing failure to resolve this matter transparently and professionally, I am requesting that the CFPB investigate further. This is one of my longest-standing accounts, with a strong payment history, and I have had no such issues with other credit card providers. 

Their failure to communicate according has now effected my credit : This could also result in further issues with my credit including Resulted in late payments ( because the card was restricted without warning ), Caused a drop in your credit score, Was reported inaccurately to the credit bureaus, Or affected your ability to access or use credit through no fault of your own I have a strong payment history with this card. 

I respectfully ask that this issue be re-examined in light of the inconsistencies and misinformation presented by Capital One in their official response. 

Capital One claims they sent a letter to my mailing address, which I confirmed today is correct mailing address. However, I have never received any such correspondence requesting additional information. I check my mailbox regularly, and the only mail Ive received from Capital One has been billing statements. 

Additionally, in their response letter, Capital One stated : We have reviewed the call recordings from XX/XX/2025, that you mentioned in your submission and confirmed that there were no servicing errors. 
This statement is entirely inaccurate and contradicts the very nature of my original complaint. 

During my first phone call with Capital One, the representative explicitly stated that I should have received a letter in the mail, yet I never did. In a follow-up call, I spoke with a supervisor who clearly told me that the correspondence should have been sent via email. Furthermore, Capital One also has the ability to send messages through their mobile app, which I actively use to pay my bills. I never received any messages or notifications there either. 

Capital Ones response to the Consumer Protection Agency contains misinformation, and this needs to be addressed. When I called again today, I was met with the same excuses as before. Based on the lack of new information and the continued miscommunication, I will be filing another formal complaint with the Consumer Protection Agency. Since now my account is closed I can not have in opened and this has negatively impacted my credit score.

Company response to consumer: Closed with explanation