Consumer complaint received 2026-03-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH

Complaint narrative:
I am submitting this complaint regarding Capital One closing several of my credit accounts without proper notice, despite the accounts being in good standing and current. Beginning in XX/XX/XXXX, I began experiencing issues with my XXXX XXXX account after XXXX changed their ACH processing methods. These changes caused payment processing problems that affected some transactions connected to that account. In late XX/XX/XXXX, the situation worsened when I experienced actual fraud activity on my XXXX account. Unauthorized charges appeared on the account, including approximately {$500.00} in XXXX gift cards and {$200.00} in XXXX gift cards. As a result, I had to address the fraud with XXXX and ultimately received a new debit card to replace the compromised card. During this period, some autopay payments made from my XXXX account to my Capital One credit cards were returned because the bank account used for those payments was affected by the ACH issues and the fraud activity. However, these issues were temporary and have since been resolved. All of my Capital One accounts are currently in good standing and not delinquent. My accounts have always been set on autopay since the accounts were opened, and I have consistently attempted to maintain them responsibly. Prior to the accounts being closed, I was informed that two of my accounts the Neiman Marcus and Quicksilver accounts had been restricted. At no point was I notified that any of my accounts would be permanently closed. On XX/XX/XXXX, I attempted to use one of my Capital One credit cards and the transaction was declined. After this occurred, I contacted Capital One to determine what had happened. During that call, I was informed that all four of my Capital One credit accounts had been closed on XX/XX/XXXX due to returned payments that were classified as suspicious activity. During the same call, I was told that a letter had been sent on XX/XX/XXXX. However, I was informed that this letter related to restrictions on the accounts, not notification that the accounts would be permanently closed. I have not received this letter, and I was never provided notice that the accounts themselves were being closed. Therefore, the first time I became aware that the accounts had actually been closed was during my phone call with Capital One on XX/XX/XXXX after my card was declined. Additionally, when I contacted Capital One on XX/XX/XXXX, I was transferred between multiple departments and was unable to obtain a clear explanation or assistance. I was repeatedly bounced between departments without anyone being able to address the situation or explain how it could be resolved. This situation is extremely concerning because : All of the accounts are currently in good standing and not delinquent. The returned payments were related to temporary banking issues and fraud activity affecting my XXXX account, not intentional nonpayment. My accounts have always been set up on autopay since they were opened, demonstrating my intent to maintain them responsibly. I was not given any opportunity to explain the situation or correct the returned payments before the accounts were closed. I was only informed that two accounts were restricted, not that all four accounts would be permanently closed. I did not learn that the accounts were closed until XX/XX/XXXX, ten days after the closure date, when I contacted Capital One after a declined transaction. The alleged letter sent on XX/XX/XXXX related to account restrictions, not closure, and I have not received it. When I attempted to resolve the matter, I was transferred between departments without receiving meaningful assistance. Capital One did not attempt to contact me through other reasonable methods such as phone call, email, or text message to address what they considered suspicious activity or payment issues. Many financial institutions contact customers immediately when suspicious activity or payment issues occur so the customer can confirm or resolve the matter. No such effort was made in my case. Closing multiple credit accounts that are in good standing without providing reasonable notice or an opportunity to resolve a temporary banking issue is extremely concerning and has the potential to cause unnecessary harm to my credit profile. The sudden closure of multiple accounts can significantly impact a consumers credit utilization ratio and length of credit history, which may negatively affect credit scores even when the consumer has done nothing wrong. I am also requesting confirmation that Capital One complied with all adverse action notice requirements under the Equal Credit Opportunity Act and Regulation B, including providing a timely written explanation for the decision to close these accounts. At this time, I have not received any adverse action notice explaining the specific reason for the closures. Because the returned payments were caused by banking disruptions and fraud activity affecting my XXXX account, and because the accounts remain current and in good standing, I respectfully request that Capital One reconsider its decision. Specifically, I request that Capital One : Provide documentation of the letter allegedly sent on XX/XX/XXXX, regarding the account restrictions. Provide documentation showing when and how I was notified that the accounts themselves were closed. Provide a clear written explanation of the specific reasons and internal decision codes used to close these accounts. Confirm that no negative information will be reported to the credit bureaus as a result of this matter. Confirm that the closures will not negatively impact my credit history, payment history, or credit utilization reporting. Conduct a review of the account closures and reconsider reopening the accounts, given that the returned payments were tied to temporary banking issues and fraud activity outside of my control. I have always attempted to maintain these accounts responsibly and would have immediately addressed any issue had I been notified that the accounts were at risk of closure. I appreciate the Consumer Financial Protection Bureaus assistance in helping ensure that this matter is reviewed fairly and resolved appropriately.

Company response to consumer: Closed with explanation