Consumer complaint received 2025-06-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
On XX/XX/year> my Capitol ONe credit card ending XXXX was locked due to my failed attempts changing password online. I called them ( Fraud Line ) on XX/XX/year>, they requested I send them copies of documents in the mail ( Drivers licence and something else? ). I told them I was not comfortable sending them XXXX, and quite honestly had never been required ever to reset a password with any acccount before ( Banks, Credit Cards, etc. ). 

I think even with them in the past, I said I understand this is an attempt to safeguard against hackers, but there's many other most common means to validate who I am. Send code to my phone, ask life questions etc. After lengthy conversation with no change on their request, I twice asked them to close the account. The person on the line repeated my request, confirmed it. Finally I hung up after not being requested anything else. No further charges were allowed due to the Credit Cards locked status, I paid in full the remaining balance on that next statement mailed to me. Then on or about 2 months later they added an annual charge of {$59.00}. I returned this bill payment with notes on the bill there should be no charges as the card was supposed to be cancelled two months earlier. I heard nothing back so assumed this had been done. Then I received the next month with penalty charges. I followed up after receiving a letter from them dated XX/XX/year> reminding me of past due balance and to write them if in dispute. I did, this time I sent a certified letter ( with receipt requested ) on XX/XX/year> explaining in detail what transpired with the bill and note of nothing should be due. This was signed for by CC company on XX/XX/year>. 

I received another bill, so called them again. I again spoke to the Fraud line where I was always transferred to even when calling the Customer Service line. The fraud line is where I initially requested the account closed. I called again on XX/XX/scrub>XXXX  and spoke to XXXX, she said she did see in their notes of XX/XX/year> that I requested the account closed, but the account is not closed. She asked if I wanted to close it, I said yes out of frustration and stated numerous times this should have been closed on XX/XX/year>, I said there should be no balance as there was not until new charges ( yearly ) fee was added two months after account should have been closed and no charges had been incurred by me. Now I see they've reported me to Credit Burueau with 30 day late payment. I am the card holder but also had given my two daughters this card and my wife. Turns out the all have this 30 day late on their credit. Even though I wholly dispute any of these charges on a card that should have been cancelled, I'm the card holder/payer, not sure why my daughters would have a late payment on their credit report too? 

In summary, they should have closed this when I asked on XX/XX/year>, I had paid all outstanding balances then they added to the balance of XXXX a yearly fee two months later and now subsquent late fees and hit on my ( and my families ) credit report. I was an excellent customer, but their refusal to close the card as requested ( and they have in their files ) seems like a scam to continue charges

Company response to consumer: Closed with non-monetary relief