Consumer complaint received 2024-11-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Dear CFPB, I am filing a formal complaint against Capital One XXXX regarding the unjustified termination of my account and loss of around {$500.00}. Despite numerous attempts to resolve this issue through both their customer service and executive channels, I have received no clear or substantive response to explain the reason for my account termination. 

Background and Timeline of Communication : Account Termination Notification : On XX/XX/year>, I received an email stating that my Capital One XXXX  account had been terminated. The email was vague and only cited a violation of terms, claiming I had engaged in " reselling goods, '' which I firmly deny. I have never resold any goods, and there was no specific evidence provided to support this claim. 

Attempts to Resolve the Issue : On XX/XX/year>, I contacted Capital One XXXX  via email ( response number : XXXX ) requesting clarification and assistance. In response, I received a generic answer from their support team stating the decision would not be reversed, with no further explanation provided. 

On XX/XX/year>, I requested to escalate the issue to a supervisor, and after speaking to Capital Ones support, I was told to specifically ask for a supervisor in my email, which I did. However, XXXX XXXX, a representative of Capital One XXXX, refused my request and reiterated that no further action would be taken. 

On XX/XX/year>, I received another email from Capital One XXXX customer service department stating that my account had been reviewed and would remain terminated with no ability to escalate the matter further. 

Failure to Provide Transparent Explanation : I have repeatedly requested a clear explanation regarding the exact reasons for the termination of my account, in line with my rights under consumer protection and data transparency laws. Capital One XXXX has failed to provide this explanation, despite my specific requests for substantiation of their claims. 

I am entitled to a clear and specific explanation as to why my account was terminated and what evidence led to this decision. 

Other Similar Complaints : I have researched and found numerous other cases over the past XXXX years from consumers experiencing similar issues with account terminations under unclear or unjustified circumstances. These reports suggest a potential pattern of mishandling customer accounts without transparency. 

Desired Resolution : I am requesting the immediate reinstatement of my Capital One XXXX account, including the restoration of all accumulated rewards. 

I further demand a detailed written explanation of the specific reason for my account termination, including any evidence supporting their decision. 

If my account is not reinstated and I do not receive a formal explanation, I will pursue further legal action to enforce my rights, which may include filing a lawsuit and seeking damages for losses incurred due to this wrongful action. 

Summary of Communication : Initial Email : I contacted Capital One XXXX  on XX/XX/year> ( email reference : XXXX ). 
Phone Call : I contacted Capital Ones customer service phone line on XX/XX/year>, and was directed to send an email requesting a supervisor escalation. 
XXXX XXXX : On XX/XX/year>, I was told by XXXX XXXX that my request to escalate was denied, and my account would remain terminated without further review. 

I trust the CFPB will assist me in addressing this matter and ensuring that Capital One XXXX complies with applicable consumer protection standards. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation