Consumer complaint received 2025-06-26 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: IA

Complaint narrative:
I had two credit cards with capital one. One with a credit line of XXXX, and one with a credit line of XXXX. I only use the small the card as the large one is for emergency. Ive only used the large card twice and immediately pay it off as I do with the smaller card. Ive never had a balance go past the due date and I always pay my cards down to XXXX. I was forced to have to use my smaller card when my personal checking was closed due to fraud and I had to wait to get my new card before I could access any of my money. My balance on my smaller card ended up going over the XXXX credit line balance of my card so I tried to make a payment on XX/XX/year> for the amount of XXXX from my husbands debit card. For some reason that payment did not go through so I tried to run it again on XX/XX/year> and the payment was returned the same day ( XXXX XXXX )? I tried to delete the card and re-enter the information and was given a message that the card I was trying to save could not be used to make payments? Me and my husband both have wisely cards and that is how i make my payments every single time. I do not have an exact date of when my cards were closed because I was never notified. When I received my new debit card in the mail I immediately made a payment for XXXX and XXXX ( I would have made one big payment but XXXX was from my savings and the XXXX was sent to me from my husband and I decided to just pay on the card. ) when I went in to my account on the capital one app to make these payments I saw that both cards had notifications that said accounts were restricted. I just assumed it was because the balance had exceeded the XXXX line of credit and that it would be fine as soon as the XXXX posted to my account, because I still had not been notified of the account closure on both cards. The balance was paid down to XXXX and I still hadnt received an email or letter notifying me of this closure. I got paid XX/XX/year> and I went into my capital one account to pay off the remaining balance on my quicksilver card ( as my savor card has a XXXX balance ) and noticed that the restrictions were still set after they had received the payment XXXX and this is when I decided to call to find out what was going on. I spoke to three different gentleman on XX/XX/year> from capital one about what was going on. The first gentleman I spoke with I did not get his name but the conversation was recorded. He told me there were three reasons why they closed both my cards. He said that there was a fraud alert on my account because of the returned payments so that initiated the closure of both my cards. He said their decision to permanently close my account was because of the way I pay my card? I told him I didnt understand as I pay my card like everyone else? He tried to say that it was because of the payment sizes and frequency? I then explained that thats how credit cards work when you make a purchase you then pay off the purchase and he seemed to stumble around his words he knew what they were doing was wrong. I then told him that Ive been a great customer and I always make sure my cards are payed on time and he said he agreed and that he could see that. Even after they closed my account I received an email for {$45.00} bonus because of how on top of my cards I am. I then told him that you cant do this people and this it wasnt right and he agreed. I told him that I wanted to speak to someone who could help me and I explained to him the impacts of what their company just did to me after Ive been a loyal customer and have always paid my accounts on time. All three gentleman said they could see that and were very arrogant and the first one even said we really appreciate you paying off this balance ( XXXX ) but were not reopening your card. I did try to cancel that payment of XXXX but I could not so I locked my card so the payment would not go through. I truly believe that capital one closed my accounts because of the authorized user I just added to my account about a month ago. My credit was XXXX as this has significantly ruined my credit as they closed not one but both of my cards. Im still unclear why my savor card was closed? Ive only used that card twice and both times paid the balance off immediately. My credit score right now because of this is at XXXX and still dropping. I have canceled the last payment of XXXX until this is resolved. Im reaching out to CFPB because I know I was discriminated against and this company needs held accountable because I know this is happening to others and it is not right.

Company response to consumer: Closed with explanation