Consumer complaint received 2025-07-18 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: NY

Complaint narrative:
My Capital One Quicksilver Credit Card account was closed on XX/XX/year>. I received an email, as well as a statement via Capital One Mobile App which is attached, stating my account had been closed due to " inconsistent customer account usage. '' It did not give me any further information on why or what caused my credit card to be closed abruptly. Capital One has refused to send anything else in writing; refused to send summary or confirmation emails/letters or confirmation numbers. This was the only communication about my account status regarding this issue.

I immediately contacted Capital One the next morning, XX/XX/year>, and was transferred to an Account Manager in the Fraud and Dispute Department who told me my account was closed due to three returned payments, which added up to a total of {$70.00}. I actively check on my account everyday, and had no prior knowledge or notification that three payments had not posted. Upon checking my account, and screenshots below show, three returned payments that had conveniently returned that date. Also, attached are the three payments being completely posted, days prior.

The Fraud & Dispute Account Manager stated that I must make a corrective payment of {$70.00} within their 30 day window to submit a reopen request of my account. He stated it must be {$70.00} or more to correct the three returned payments, which amounted to {$70.00}.

I submitted a corrective payment of {$170.00}, over double the minimum amount, that day which posted on XXXX XXXX, which is attached below as well.

I was also told that I must wait five days after the corrective payment is posted to call back, ask for another Fraud & Dispute Account Manager and submit a reopen request. He also told me after I submit the reopen request, he made a verbal agreement stating I will be receiving a call from a " specialist '' with a decision regarding the reopen request, within 7-10 business days. 

On XX/XX/year>, five days after the corrective payment posted, as instructed, I called Capital One and was transferred to a Fraud & Dispute Account Manager. I submitted the reopen request, confirmed the corrective payment was verified as well as the reopen request. The Fraud & Dispute Account Manager verbally agreed, as the previous one, that I would be receiving a call from a specialist with an answer within 7-10 business days from XX/XX/year>, the date the reopen request was submitted. 

I have called Capital One and spoken to a total of five Fraud & Dispute Account Managers who have given me conflicting and inconsistent information regarding the reasoning behind the account closure. One woman I spoke to told me my account was closed due to 11 returned payments The frustration, disappointment, confusion and stress this process has caused me is inexcusable. There is absolutely no reason that the first communication of the fact there are " 11 returned payments that haven't been accounted for '' is from the second Fraud & Dispute Manager you speak to, after my account is already closed and I'm doing everything I can to reopen it and stabilize my credit, as my credit and finances have taken a major impact with this situation. This situation has caused me financial and emotional distress.

I received no warning or communication that there were 11 returned payments on the account, and that my account was going to be closed. The first Fraud & Dispute Account Manager I spoke to had stated there were only three returned payments, and the amount of the corrective payment reflected these amounts.

Despite the reoccurring inconsistencies from each Fraud & Dispute Account Manager I spoke to, they each verbally stated I would receive a call from a specialist with a decision regarding my reopen request within 7-10 business days. Today is the XXXX business day, and I have not received any communication, call, email or letter from a specialist or capital one. I spoke to a XXXX XXXX XXXX XXXX XXXXXXXX yesterday, XX/XX/year>, who threatened that if I try calling back for an answer and advocating for myself, the XXXX XXXX XXXX XXXX XXXX  will tell me no and manually decline the reopen request. This felt retaliatory and unacceptable. I was shocked at this response. 

I called Capital One and spoke to another Fraud and Dispute Account Manager today, XX/XX/year> at XXXX to ask for a final update, to which he told me to " wait longer. '' I relayed to him that if I don't hear back by the end of the business day, I will be calling back at XXXX to file a formal complaint. 

Previously stated, I have not received a call, or any notification, in regards to my account reopen request/corrective payment. I have not received any decision from Capital One within the timeframe their policy states. I believe that Capital One has violated the verbally agreed timeline. This situation has caused immense stress and XXXX  for me and my finances, and I can not be told to " wait longer. '' I have gone above and beyond to resolve this issue directly with Capital One. I have been a loyal customer to Capital One, who has always monitored their account closely and reached out for support or questions extensively. I would like this issue resolved and for my account to be reopened. 

I believe Capital One has : misrepresented and given inconsistent information regarding account closure and reasoning, mishandled my reopen request, failed to communicate, failed to communicate clearly or in writing, misrepresented the situation by withholding info regarding returned payments, failed to communicate returned payments until after closure, and failed to respond within their own timelines.

I am requesting that Capital One immediately reopens my Quicksilver credit card account, as I followed all instructions in good faith and made the necessary ( and more ) corrective payment, despite the disappointing experience I have had with this issue and lack of consistent information/communication.

Company response to consumer: Closed with explanation