Consumer complaint received 2026-04-11 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: NJ

Complaint narrative:
I am disputing the permanent closure of my XXXX XXXX accounts ( Ending in XXXX and XXXX ) based on a false XXXX XXXX ' flag. I made XXXX separate payments from my XXXX XXXX account on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. Because my XXXX account is new, XXXX held these transactions for a standard verification period. Capital One 's system incorrectly interpreted this verification as a 'return. ' The funds for all three payments were successfully debited from my XXXX account. The money is gone from my XXXX balance and was sent to Capital One. There was no 'NSF XXXX ( Non-Sufficient Funds ) or actual return of money. Despite this, Capital One closed both accounts on XX/XX/XXXX, claiming 'inconsistent activity. " I contacted Capital One and offered to provide real-time bank screenshots and a three-way call with XXXX XXXX to prove the payments were successful. I was told 'there is no option ' to review this evidence. I have been a responsible XXXX customer who pays on time. I am being penalized for a communication error between XXXX banking systems. I request that a human representative review my attached XXXX statements, realize the payments were successful, and reopen my accounts immediately. At the very least, they must remove the XXXX XXXX ' mark from my internal profile, as it is factually inaccurate and prevents me from future banking. These payments were initiated using the XXXX XXXX XXXX XXXX feature, which means Capital Ones own system successfully logged into my XXXX account and verified my identity and the existence of sufficient funds before the transaction was even authorized. The claim of inconsistent activity is contradicted by the fact that the account was verified through Capital Ones own preferred secure-link partner. I have made every reasonable attempt to resolve this through standard channels. I offered to facilitate a conference call with XXXX XXXX ( a member of the XXXX XXXX XXXX XXXX XXXX to prove that the funds were never returned and that the payments were successful. Capital Ones flat refusal to accept verified proof of payment constitutes a failure to perform basic due diligence and an unfair denial of service to a XXXX consumer. As a XXXX working to build my credit profile, these closures result in a significant loss of available credit and an unfair 'Closed by Grantor ' remark. If Capital One chooses not to maintain the business relationship, I demand that the closure reason be updated to 'Closed by Consumer ' or 'Administrative Closure ' to reflect that no actual payment failure occurred. Finally, I am formally requesting a secondary review of these closures under the Fair Credit Reporting Act ( FCRA ) and Regulation B ( Equal Credit Opportunity Act ). Because the closure is based on inaccurate information ( the false XXXX XXXX ' flag ), Capital One has a legal obligation to ensure the accuracy of the data it uses to make adverse credit decisions. I have provided the necessary documentation to prove the information used to close my accounts was incorrect. I expect a formal response that addresses the attached proof of payment from XXXX XXXX. What I also dont understand is, in the screenshots you can see it clearly took the payments, I am meeting payment deadlines, and I pay, so I am not sure how just close it.

Company response to consumer: Closed with explanation