Consumer complaint received 2026-04-30 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: AR

Complaint narrative:
To Whom It May Concern : RE : XXXX XXXX XXXXCapital One Spark Business Card ending XXXX aka- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX last XXXX of XXXX XXXX, XXXX XX/XX/XXXX I have been a loyal Capital One credit card customer for many years. My Capital One Spark Business card account had been open and highly used since the year XXXX. My wife, XXXX, and my XXXX grown children used the card as well. They all had their individual card numbers on my account. My Spark Business account was always paid in full each month and I can never remember a time when a payment was late. I made a point of using this card when traveling domestically as well as out of the country. As of XX/XX/XXXX I had a rewards balance of XXXX. On XX/XX/XXXX, I researched different credit cards and decided to apply for the XXXX XXXX card. My wife and I had planned travel abroad and we wanted a card that would allow for lounge access in the major airports. We had discussed our other credit accounts and had planned to start using the XXXX XXXX in the place of about XXXX or XXXX other cards to simplify our bookkeeping. I filled out the online application and was immediately approved for the XXXX XXXX card. The card did not arrive in time for my trip abroad but I knew that after the card arrived, I could get my daughter to give me the information to activate the card and I would add it to my digital wallet and have use of the card for the trip back home. On XX/XX/XXXX my daughter sent me the XXXX XXXX card information. During the activation process I was asked to sign in to my Spark Business account to access the XXXX XXXX because the accounts were linked together. I followed the instructions on the screen but was unable to activate the card due to both the Spark Business and the XXXX XXXX having a restriction on them. I called the number on the card and was immediately connected to the fraud department. I verified all information and explained that I was out of the country and needed to resolve the cards being locked as soon as possible. I was asked to send XXXX consecutive bank statements from my personal bank account to the link on email. I did this immediately. I sent XXXX, XXXX, and XXXX of XXXX, which were my last XXXX. I signed in the following day to check on the restriction. The restriction was still in place. Luckily, I was at an all-inclusive resort and did not need to use the card but I knew I would be traveling again in the next few days. On XX/XX/XXXX, while in route to the airport, I called Capital One to inquire about the status of the accounts. They were still restricted pending review of the documents. In all my years with Capital One, I have never been asked to send documents for review. Maybe this is because of my PAYMENT IN FULL and ON TIME every single month of every year. My cellular service was horrible, and I was disconnected several times. I was on the line with a supervisor in the fraud department and asked her if she could call me back if we were disconnected because she was the 3rd or 4th person I had explained the situation to and I was in desperate need of being able to use the Spark Business card that very day in the airport and as I traveled back to the states. I was disconnected again and the representative did not call me back. I gave up on that day. After arriving back home, on approximately XX/XX/XXXX, I called the number on the credit card again and was told that both cards were still restricted pending more investigation and additional documents. When I asked what they needed, I was told that they could not tell me and that someone would call the number on file and request what was needed. I explained that I was a XXXX XXXX and often in XXXX or XXXX a XXXX or XXXX XXXX in the XXXX Department and that it would be difficult for me to receive a call during the work week. I was told that this was the only way, so I made sure they had my cell number and my wifes cell number. At that time, I told them to go ahead and cancel the new XXXX XXXX card, that I was too aggravated at Capital One to use it in the future anyway. I wait for the call that I never received. Once again, on XX/XX/XXXX, I called the number on the back of the card to find out if the restriction had been lifted on my Spark Business card. The agent told me that my account had been closed the previous day on XX/XX/XXXX. I asked to speak with a supervisor regarding this. I explained that I had specifically asked them NOT TO CANCEL this card as I still had rewards that I wanted to use and that I had been using this account for XXXX years. I was told that my rewards were forfeited when Capital One made the choice to close my account. When I asked why they had made that decision, I was told that Capital One observed activity inconsistent with typical customer account usage and the other reason being failure to abide by terms and conditions. Neither of these reasons is accurate. On XX/XX/XXXX, I called XXXX last time to try to resolve any issues and get my very long-time account reactivated. I spoke with XXXX in the escalations department and was informed that my account was permanently closed and would be impossible to reopen. I asked if she could explain what had happened and she pretty much told me that they could not discuss decisions on why an account is closed with the customer. When I asked her to put me in touch with someone above her in the company, I was told that she and the other supervisor that she had reviewed the account with while I was on hold on the phone were as high as I could go in company with my request to reactivate my account.

Company response to consumer: Closed with explanation