Consumer complaint received 2025-11-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Consumer Complaint Regarding Capital One Account Closure and Withheld Rewards I am filing this complaint because Capital One closed my credit card accounts without providing any explanation and is refusing to release approximately {$1200.00} in earned rewards, even though I complied with all documentation requests. 

Background and Timeline I have been a Capital One customer for many years, with both personal and business credit card accounts. My personal ( Capital One Venture ) has been open for at least XXXX  years, and my Capital One XXXX for my company XXXX XXXX XXXX has been open for XXXX year. I had recently applied ( beginning on XXXX ) for another one for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. 

In the past XXXX weeks, I submitted credit line increase requests on XXXX cards and applied for the new card. I recently opened a new business and needed additional credit capacity to cover expenses before drawing funds from my bank because I am in the process of remodeling XXXX houses, and banks reimburse based on what has been completed. 

Around the same time, I used XXXX of my cards to pay approximately {$10000.00} to a lXXXX company as part of XXXX of the XXXX XXXX XXXX This was a legitimate charge and part of preparing a property for sale. 

Capital One immediately froze my accounts and requested documentation. I provided all requested documentation immediately. 

Customer service originally told me the review would take XXXX hours to review. When I called back, I was told that information was incorrect and the review could take up to 10 days because it was being evaluated for fraud, despite the fact that I had sent all supporting documents. They told me someone would call me live. They never did. 

XXXX XXXXXX/XX/year>, I called because it has been over XXXX weeks, to find out the accounts, all of them, have been closed without my knowledge or without ever receiving the phone call. 

Account Closure Without Notice or Explanation At no point did Capital One notify me that they had decided to permanently close my accounts during this process. They sent out a letter, but only after a decision had been made, but without a proper explanation. In fact I only discovered the closure after calling for an update since I have not even seen the letter they claimed to have sent. When I requested an explanation, I was told the bank is not allowed to disclose the reason. It appears that usage was inconsistent with our policies but nothing else. They have not told me exactly what they are talking about. I still have not been provided any justification for the closure. But that's not the most important part. 

I understand that a credit card issuer generally has the right to close an account. My issue is not the closure itselfit is the refusal to provide any reasoning and the subsequent handling of my rewards balance. 

Capital One Is Withholding My Earned Rewards Across my XXXX accounts, I had accumulated approximately {$1200.00} in rewards. Capital One has informed me that because of the reason they closed the account ( a reason they refuse to disclose ), they will not allow me to apply my earned rewards toward my balance, nor will they release the funds to me in any way. 

They have stated that these rewards will be forfeited and that there is no one within the company who can override this decision. 

Phone Call With Supervisor On my most recent call, I spoke with a supervisor named Precious, employee ID XXXX. She stated : She could not tell me why my accounts were closed other than what was mentioned above. 

Capital One does not have anyone who can release my earned rewards, nor do they have anyone to talk to. Precious said she does not have a XXXX or supervisor that takes phone calls. She said that no department can help. She said there is nothing that can be done about my rewards balance, In other words they will just steal my money and there is nobody I can talk to. 

The decision was final and could not be reversed, she said. 

When I asked how it is possible that someone had the authority to close my accounts and confiscate my rewards, yet no one has the authority to return the rewards I earned, she repeated that the decision was final and there was no internal process to restore rewards. 

Why Im Requesting CFPB Intervention Capital One has : Closed my accounts without providing any reason. 

Confiscated approximately {$1200.00} in rewards that I earned, which I intended to apply toward my card balance. 

Provided contradictory and inconsistent information during multiple calls. 

Refused to provide access to any person or department capable of reviewing or reversing the forfeiture of my rewards. 

I am requesting the CFPBs assistance in : Ensuring Capital One returns the approximately {$1200.00} in earned rewards, or at minimum applies them toward my outstanding balance. 

I have fully complied with all documentation requests and have received no explanation for the account closure or confiscation of my rewards. 

Investigating if this has happened to other people, because this seems highly illegal. The rewards were earned based on purchases I made with these cards ONLY because they provided such rewards. 

Thank you for your assistance.

Company response to consumer: Closed with explanation