Consumer complaint received 2025-12-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ID

Complaint narrative:
I had a credit card with Capital One that charged a $ XXXX  yearly membership fee that I decided to cancel because I did not feel a card with an annual fee was appropriate for my needs. I called Capital One in XXXX and requested to cancel the card and switch to a different card through Capital One that doesn't include the fee. I was told to wait to cancel the existing card until I transferred my mileage. Once the new one was delivered, I called again to transfer my mileage from the existing card to the new card as instructed. At the end of the call while we were about to finally cancel the existing card, he read me the terms and conditions where he confirmed that any monies that I am waiting for from return transactions would not be returned to me once that card was closed... and this is the reason I held off on canceling at that time until I confirmed all returns as instructed. How could you cancel a card without knowing that you aren't going to lose even more money out of the deal? How is someone not given a check for money that is theirs?? I was not informed of any time limit to close the card at this time and trusted that it was ok to wait until returns were processed so that this money was not lost. All of my calls to Capital One are being recorded per an announcement at the time of the call. It was clear that my request was to cancel the card and to get a new one- which I did. I trusted Capital One 's representatives when I called and followed instructions. When confirmed I would not lose any more money with return transactions, I closed the card as advised. I waited to pay the balance until the {$95.00} was automatically returned as I was told it would in worry that Capital One would not return if completely closed and paid. You will see if looking back that I have never once missed a payment. This {$95.00} was never returned. I called and was advised today that it is too late for the fee to be returned to me. In addition, they tacked on an additional late fee of {$25.00}. I am simply looking for the return of the {$95.00} annual fee that I was told would come if I cancelled my card ( the fee is the reason I didn't and don't want the card in the first place ), and now the {$25.00} late fee that has been assigned while waiting for this process to be completed. I have never once missed a payment. I have used capital one for years without issue. I transferred to a new card without annual fee when I initially called to cancel and I'm just trying to finish out the rest of this process. I requested that Capital One look back and hear my full phone call with transcripts when I switched cards and discussed transferring mileage, applying for new card, and cancelling old card to get this worked out. Capital One adamantly refused to look back at the recoding and advised that the agent did not take notes. I feel that this in unfair business and it is hoped that your department agrees. It is clear that when I called initially that it was to cancel this card because of the fee, I trusted the representative from Capital One and followed his instructions. This could be documented by the recorded conversation if released by Capital One in good faith. 
Please review this with Capital One. I feel that I was treated unfairly. I feel that the Annual fee of {$95.00} and the late fee of {$25.00} should be reimbursed as I canceled this card for that specific reason alone and followed the instructions to not lose even more money in the process. 
Thank you for your assistance.

Company response to consumer: Closed with explanation