Consumer complaint received 2025-11-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
RESPONSE TO CAPITAL ONE REQUEST FOR RECONSIDERATION OF ANNUAL FEE REFUND. CAPITAL ONE DENIED OWING ANNUAL FEE. 

After reviewing Capital One 's response and the attached Agreement, I must respectfully request a reconsideration of your decision to deny the refund of the {$390.00} Annual Membership Fee ( AMF ). 

XXXX. The Annual Fee Was Charged for a Full Year of Benefits, None of Which Were Received The Annual Membership Fee was charged on XX/XX/year>, and included : A {$300.00} Capital One Travel Credit, and Other annual membership benefits associated with the XXXX XXXX XXXX XXXX 

Capital One restricted the account on XX/XX/year>, and closed the account on XX/XX/year>, only XXXX months later, and before I was able to use any of the benefits I paid for. The account had a {$0.00} balance, and the closure was not due to misuse or nonpayment. 

XXXX. Your Customer Agreement Does Not Authorize Retaining an Annual Fee When Benefits Are Not Provided The enclosed Customer Agreement ( pages XXXX ) contains a section titled Membership Fee. It states only : If it is an annual Fee, we may then charge it approximately once per year.

However, nowhere in the Membership Fee sectionor anywhere else in the Agreementdoes it state : That the annual fee becomes non-refundable, That Capital One may retain the fee if the account is closed before benefits are provided, or That benefits paid for may be forfeited without compensation due to administrative verification delays attributable to the issuer. 

Your denial letter does not point to any specific contractual language allowing Capital One to keep the annual fee under these circumstances, because none exists. 

XXXX. The Account Was Closed While I Was Actively Complying With Your Document Requests Your records show : Capital One repeatedly requested updated proof of good standing dated after XX/XX/year>. 

My accountant and I provided documentation multiple times, and ultimately provided the required updated document on XX/XX/year>. 

The account was closed the very next day, before Capital One processed or acknowledged the updated documentation. 

This is not a consumer error or a failure to comply. This is an internal timing issue on Capital Ones side. Closing the account before processing customer-submitted compliance documents should not result in forfeiture of paid annual benefits. 

XXXX. Capital One Representatives Told Us That We Would Not Lose the {$300.00} Travel Credit My wife and I contacted Capital One on multiple occasions ( including XX/XX/year> ), and we were explicitly told : We would not lose the {$300.00} travel credit. 

The travel credit was ours to use. 

We should not be concerned about losing benefits during verification. 

This was a decisive factor in our not using the travel credit prior to account closure. Capital One should honor the assurances provided by its representatives or refund the fee for the benefit we were told we would retain. 

XXXX. Keeping a {$390.00} Annual Fee While Providing XXXX Benefits Is an Unfair Billing Practice I paid : {$390.00} for a full year of card benefits Received none of those benefits Lost access to the {$300.00} travel credit Lost all rewards And was told I must pay another {$390.00} fee to reapply and regain access This creates a situation where Capital One : Collected payment for a full year of premium card benefits Provided no benefits Denied access to those benefits due to its own administrative actions And continues to retain the fee with no contractual basis to do so XXXX. Request for Action I am requesting the following remedies : Full refund of the {$390.00} Annual Membership Fee If Capital One maintains that the fee is non-refundable, I request that you cite : The exact clause, section, or sentence in the Customer Agreement you provided. 

That authorizes Capital One to retain an annual fee when benefits paid for were not delivered. Your prior response did not include any contractual citation because there is none. Based on the Agreement provided, the facts of this case, and the lack of services delivered, Capital One should not retain the annual fee.

Company response to consumer: Closed with explanation