Consumer complaint received 2024-08-15 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: IL

Complaint narrative:
Im contacting you to dispute the closing of my Capital one quick silver credit card account. 
Capital One closed my account without proper merit per convo with one of their representatives and a letter that was sent to me by them. 
After improperly closing my account they opened another account without my knowledge. 
When closing out my original quick silver card they removed an open credit card with a tenure of over 12 years from my credit report to a closed account. 
Then opened another account making the time of average of open accounts on my credit go down drastically negatively effecting my credit score. 
When their company reopened my account without my knowledge they then charged me a late fee for not making a payment on an account that I wasnt aware of. 
Ive called them several times attempting to get a resolution where both parties are satisfied but no one helps. 
I originally spoke with a representative in May, she stated Capital One improperly closed my account and she will see what can be done to get it back open. 
She told me I dont have to worry about making a payment while things are being figured out on how to get things fixed. 
I never heard anything back from Capital One so I called back in XXXX. 
When I spoke to a rep in XXXX she said there is a late fee assessed to my account because I missed a payment. 
I told her I didnt even know an account was open and I was told not to worry about making a payment until things are resolved and I am now calling to find out a resolution because no one contacted me about my current issue with the closing of my card. 
I made the payment so no more negative things can occur that will go against my credit. 
I complained to that employee just as I did others about my account being closed and now my new complaint involved the fact that an account was opened without my knowledge or authorization. 
And to make matters worse you guys charged me a late fee and potentially another late payment on my credit report. 
I asked to speak to someone who can get this fixed, I git transferred to other reps and there was still no resolution. 
I was told my complaint would be pushed up to someone in a higher department but no one ever got back to me I called back again on XX/XX/year> XXXX, spoke to XXXX employee XXXX XXXX escalated call unit Shes a senior account manager Filed a complaint XXXX ever got back to me about that complain either. 
Called back again XX/XX/year> XXXX spoke with XXXX XXXX XXXX 
She told me my New account XXXX was opened as of XX/XX/year>. 
I told her about the situation and how my account was over XXXX XXXX XXXX now it looks like my account is brand new eliminating my XXXX plus years of credit history. 
I filed a complaint with her as well no one ever got back to me about that complain either. 
Called back again XX/XX/year> XXXX, spoke with XXXX XXXX. 
Says Open date of this account XX/XX/year> Last transaction made representative says there was no last transaction She said I have late fee of {$29.00} XXXX cent interested Total balance is {$8700.00} She said i have a balance transfer on XX/XX/year> She said they closed account due to bank mistake Capital one mistake She said she couldnt look up the other account that was closed because its with the recovery department She transferred me to the recovery department. 
Spoke with XXXX agent number XXXX recovery department she handles accounts for Transfer to fraud department XXXX wouldnt provide her managers information She wouldnt answer questions i was asking She would only give me a hard time She said shes transferring me at minute XXXX of the call, I was on hold for an extensive period of time, I would like for you to see how long I was on hold for Eventually spoke with Senior account manager XXXX XXXX agent number XXXX in Complaints, I filed a complaint with him but still nothing came from it. 
Called again on XX/XX/year> Spoke XXXX XXXX XXXX XXXX card services at XXXX he said my account is restricted due to past due balance XX/XX/year> account was open per Desmond said he is going to transfer me to an account specialist Spoke w XXXX XXXX got my first n last name said this was transferred on the first of XXXX {$7400.00} {$88.00} {$1300.00}. 
He said there was a balance transfer because my account was closed in error. 
A mistake by capital one he says When i asked to get that in writting he said let him speak to his supervisor about that. 
Placed me on a XXXX minute hold and said the supervisor XXXX said she cant provide paperwork saying they dont have that paperwork saying now hes going to try and contact the supervisor line to see if he can get more help Put me on hold for XXXX minutes then got me over to Senior account manager XXXX XXXX XXXX at one point said an account specialist cant get a letter stating they messed up Then said she will reach out to someone and see if they could help She placed me on hold for XXXX minutes saying she will put notes in the account for next higher ups to help with the account then put me back on hold for another XXXX minutes Her leadership team is reviewing the account now and shes saying they were trying to get back to her so she placed me on hold again saying she will speak to them and she will be right back then placed me on a XXXX minute hold She said a member of leadership said she will give me a case number # # # # # # # # # # # # # CAlled XX/XX/year> XXXX XXXX XXXX XXXX there rep he ( Please review recording to hear exactly what was said. ) XX/XX/year> XXXX received a call from XXXX she left a voicemail on the first call She called back i picked up She was talking and she hung up Called back at XXXX spoke XXXX XXXX XXXX after being transferred to him by another rep. 
He reviewed my account saying my account is restricted even if i pay the account off saying i wont even be able to use it then placed me on hold saying he had to transfer me to someone higher than him to help resolve the issue That was at minute XXXX of the call XXXX XXXX she came on the line at XXXX she said its restricted because of my past due and then she said i have no past due balance She placed me on hold and came back and said the status changed on my account to restricted on XX/XX/year> XX/XX/year> is when my status changed on my account to she said she will transfer me to a manager saying shes a representative saying she will transfer me to a manager saying the last guy didnt transfer me to manager saying she will explain everything to the manager at XXXX Manager got on the phone at XXXX XXXX She said my account has been restricted and I cant receive do anything but pay this account down and attempt to open a new one She gave me the dispute info saying explain everything I did to her and send to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX

Company response to consumer: Closed with explanation