Consumer complaint received 2025-04-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
Today is XX/XX/XXXX. I logged into my Capital One app, which I do several times a week, and noticed that one of my credit card accounts had been closed. I thought it was weird because I did not want to close that account. I liked to keep it open for emergencies. So I called Capital One to ask why it was closed and asked the agent where my earned reward miles are. I spoke with 4 people, 2 lower-level agents and 2 supervisors. They all told me the same thing, that they notified me in XXXX of last year that my account would be closed due to inactivity and my reward miles would be forfeited. The problem is, I never received those notifications. My correct mailing address is updated in the Capital One app, so it shouldn't have gone anywhere else, and also they said that they provided an electronic copy to my email and in the 'Statements and Documents ' section of the Capital One app. I do not have a single record of this documentation. If I had received something of that sort, I would have 100 % taken action. I am a loyal customer of Capital One for years and I very much value their points/reward miles program. I would not have let my XXXX miles lapse for something so trivial. Anyway, they claimed they sent me these notifications in XXXX of XXXX, but I don't have ANY evidence of that as you can see in my 'Statements and Documents ' screenshot I provided, I only have a statement from XXXX of XXXX, and a statement from XXXX of XXXX. Neither of those statements are letters saying that I'm going to forfeit my miles .... but the representatives at Capital One told me that the notifications didn't even matter. They don't even need to notify people. They can close any account at will. Ok, fine. I don't think that is a great business practice if you want to show you care about your customers, but that's their business model. What I'm most upset about is their ability to take all of your hard-earned miles with the account closure and not offer any sort of recourse to get them back. Now, the account was just closed TODAY ( XX/XX/XXXX ), so I immediately called someone at Capital One to remedy the situation, and the response I received from customer service was so rude and wholly unempathetic that I nearly cried on the phone. They just kept telling me that, " well the account is closed so there's nothing I can do ... '', which is mind-numbingly frustrating to me because I never wanted to close the account in the first place!!!! After speaking with XXXX people at Capital One, while I go through a XXXX  XXXX XXXX, I'm writing to you now hoping that someone out there is willing to help me, the consumer. I did nothing wrong. I wasn't notified that my account was about to be closed and I was about to forfeit all of my hard-earned miles, and when I called Capital One on the very same day they made this decision to close my account and steal my miles, everyone told me there was absolutely nothing they could do, and this was actually my fault. I'm heartbroken and feel violated. I never want to support Capital One again. In addition, looking through my account activity, there is a posted payment of {$150.00} on XX/XX/XXXX .... They claim that there has been no activity on the account in 22 months and that is why they closed it. But if a payment was posted on the account in XXXX, what are they talking about? See attached screenshot for proof of payment posted in XXXX.

Company response to consumer: Closed with explanation