Consumer complaint received 2025-04-22 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: TX

Complaint narrative:
XXXX XXXX XXXX Capital One Credit Card Services To Whom It May Concern, I am writing to formally file a complaint against Capital One for its poor handling of my credit card account, inconsistent communication from customer service agents, misinformation, privacy concerns, and the wrongful closure of my account despite my efforts to resolve a failed payment in good faith. 
My credit card payment was due on XX/XX/year>. I had previously set up automatic payments, but the scheduled payment failed due to insufficient funds. I then attempted to make the payment using my husband 's account, not realizing it had been closed, which also failed. 
Prior to calling customer service, my Capital One app displayed a - {$160.00} balance. I initially didn't assume it could be used, but after calling several customer service agents one day before speaking with the later agents, I was explicitly told it was an available balance. Based on their confirmation, I attempted a purchase, which was declined. 
I called again to clarify and spoke first to a rude and unhelpful agent who told me that I could not make a payment because of a previous failed payment on hold and that I needed to wait 5 days before making another attempt. She was dismissive and transferred me to a second agent who was more helpful, though still not professional. Both of these agents contradicted the earlier information and told me that the {$160.00} was not available, but instead was part of a balance I owed. 
Despite this confusion, I took it upon myself to make a new payment at XXXX XXXX using my personal checking account, after the 5-day window mentioned by the second agent. This decision was mine alone, based on my intent to bring my account back into good standing. 
The {$320.00} payment was successfully withdrawn from my checking account. However, I was not notified by Capital One that my account had been closed. I only discovered the closure when I opened the app and saw a restriction notice. When I called to inquire, I was told the account had been closed due to two failed payment attempts, despite the fact that I had followed up, taken responsibility, and made a successful payment. 
I was depending on having access to both the {$320.00} payment I made and the {$160.00}, which I had been told earlier was available. I am experiencing financial hardship, and I carefully plan my expenses-so this situation caused significant disruption and stress. 
In addition, I had submitted a {$75.00} dispute in XXXX after experiencing an XXXX XXXX from a piercing. I provided a photo as evidence and was told by multiple agents that the merchant had not responded and the dispute would be resolved in my favor by XX/XX/XXXX. Despite this, on XX/XX/XXXX, I received an email saying the dispute was denied-completely contradicting the reassurances I was given. 
I am also extremely concerned about Capital One 's security practices. Whenever I called, my husband was allowed to speak on my behalf simply by saying my name-without any formal verification or authorization from me. This is a serious violation of basic customer privacy and security. 
Because of this entire experience, I have stopped the {$320.00} payment from processing until this matter is investigated and resolved.

Company response to consumer: Closed with explanation