Consumer complaint received 2026-03-04 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: CA

Complaint narrative:
I applied for and received a Capital One XXXX XXXX ( XXXX XXXX XXXX ) in the beginning of XX/XX/XXXX. I used it to buy a feature on XXXX for my car on XX/XX/XXXX. Transaction was worth {$8600.00} ( worth much less than the credit limit of $ XXXX ). On XX/XX/XXXX they sent me a notice my card was put on restricted. I paid the balance off on XX/XX/XXXX and called them. They said they needed a bank statement and sent me a link to upload the same, which I did. Still the issue remain unresolved with no communication from them. I called again on XX/XX/XXXX. This time they said they needed ID proof, address proof and 3 bank statements. Again I uploaded via secure link they sent. Issue still remain unsolved so I called them on XX/XX/XXXX. They said the residence proof wasn't sufficient even though my bank statement, ID, XXXX bill, mortgage bill all has the address, and they never provided me a list of approved sources for address verification. They also said the bank statement didn't align with my income information. I then sent them my paystub which shows the amount deposited to my account is my salary minus tax and XXXX. I have been employed at XXXX XXXX since XXXX and have a salary of $ XXXX annual. I hoped this will resolve the issue. I'd also requested someone call me to discuss the matter. I received no call or notification after the call was disconnected. Today, directly I received a notification of account closure without prior notice or attempt to resolve the issue reasonably. I called them again today to demand the reasoning and to see what more I could provide ( tax statements perhaps to prove income ), but they refused to even consider it even though there is no fault on my part and all information shared is true and accurate. Rather they are the ones who have not communicated properly and in good faith on what the issue was and what they needed. The 3 people I spoke to today kept citing different reasons which makes me suspect their process and intentions- starting with address proof isn't enough even though bank statement is one ( in their own words ), statement couldn't be opened ( a blatant lie ), that the salary didn't match what info was shared ( which i explained is because of tax and XXXX withholdings which is normal for anyone ) and that pay stubs can not be considered ( without providing an alternative for verification ), that a couple transactions were declined ( which is because they restricted the card in the first place and while I was trying to figure out is it working or not ). I'd like dispute the closure, be able to share whatever is needed ( i already sent them today after my call my tax statement on the same link I used prior ), reinstate the account, or at the minimum start a new one or transfer my points to my husband. I earned the points and have done nothing improper and should not be penalized for miscommunication and unwillingness to truly resolve the issue from their side. I have done a lot of planning and reasearch to earn these points

Company response to consumer: Closed with explanation