Consumer complaint received 2026-05-05 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:
Company : Capital One Product : Credit Card ( XXXX XXXX ) Issue : Account closure / rewards forfeiture / failure to notify Complaint : I am filing a complaint regarding Capital Ones improper restriction and closure of my XXXX XXXX account and my authorized users account, resulting in the loss of over XXXX rewards points ( ~ $ XXXX ) and additional financial harm. Summary of Issue : * My account was restricted in XX/XX/year> without any notification ( no email, mail, phone call, or app alert ). * I only discovered the issue months later when a transaction was declined, and I immediately contacted Capital One. My Compliance ( Immediate and Ongoing ) : * On XX/XX/year>, I was instructed to submit income verification documents. * I submitted all requested documents the same day. * During that call, I explicitly asked the agent to ensure my account would NOT be closed, as I did not know how long their review process would take. * I was clearly assured that my account would remain active while verification was ongoing, as long as I was cooperating. * I was told to wait 710 business days, but received no follow-up and had to proactively call back repeatedly. Breakdown in Capital Ones Process : * I made 10+ calls ( 20+ hours total ) and received conflicting and incorrect information from multiple agents. * I was initially told the issue was my income verification, which I completed immediately. * After weeks of delays, I was then told the issue was actually my authorized user ( AU ) this was never communicated earlier. * The delays were entirely due to Capital Ones miscommunication, not any failure on my part. Authorized User ( AU ) Verification Issues : * My AU ( my twin sister ) has a different SSN and valid identification, but was incorrectly flagged. * I was told her XXXX passport was acceptable with live verification, but multiple agents later said it was not acceptable, causing delays. * My AU made multiple international calls ( 5+ hours total ) attempting to complete verification. * One agent ultimately confirmed her XXXX passport was valid and successfully completed the verification. Improper Closure Despite Full Compliance : * Immediately after my AU completed verification, she was informed by the agent that both her account and my account had already been closed. * This means Capital One closed the accounts despite full compliance and successful verification. * Throughout this entire process : * I was actively calling and following up * I submitted everything immediately * I was explicitly told my account would remain active * The closure occurred without warning and during active resolution efforts. Financial Impact : * Loss of XXXX rewards points ( ~ $ XXXX ) * Payment of {$390.00} annual fee + AU fee ( ~ {$800.00} total ) * No ability to use benefits Total financial harm exceeds {$3300.00}. Additional Context : * I have been a Capital One customer for 3+ years, with an XXXX credit score and perfect payment history. * I escalated this issue to Capital Ones CEO in XX/XX/year> and received no response. * I was later denied for a XXXX XXXX XXXX card, which may be related to this issue. Resolution Requested : I request that Capital One : 1. Reinstate my XXXX rewards points in full 2. Reopen my XXXX XXXX account and restore my credit line 3. Refund all annual fees paid ( ~ {$800.00} ) 4. Provide a written explanation for : * Failure to notify me of restriction * Conflicting guidance from customer service * Closure of account after verification was completed 5. Ensure this issue does not negatively impact my credit profile, and reconsider my XXXX XXXX XXXX application

Company response to consumer: Closed with explanation