Consumer complaint received 2025-11-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am providing a complete and updated summary of my experience with Capital One to include the original reason for my complaint, as well as the ongoing issues that have followed. 

The reason I filed my initial complaint was because Capital One representatives originally told me that if I made payments on my account, I would be able to keep the account open. I followed what they told me, but despite that, Capital One closed the account anyway. I was never given a consistent or written explanation about why I could not keep the account open after being told otherwise. That misrepresentation was the initial basis for my complaint. 

After the account was closed, I was later informed by multiple Capital One representatives that the account was past the seven-year period and therefore uncollectible. I was told explicitly that Capital One could not collect, re-age, or modify the account in any way. I was told I would receive a full refund of {$400.00} because it was beyond the legal collection period. 

However, when the refund was finally processed, I only received {$180.00}, and I was told the remaining {$210.00} was applied to the balance owed. That directly contradicts what I was told by multiple employees that the debt could not be collected at all. 

I have a dated screenshot from my Capital One account showing that the account status changed from restricted to closed. This change happened even though representatives told me repeatedly that the account was beyond the seven-year collection period and could not be touched. Each time I called, I received a different explanation one representative said the account was restricted, another said closed, and another said paid-off. 

On XX/XX/year>, I spoke with another representative who acknowledged that the account had an overdraft that had been due for years. I told him that I understood there had been an overdraft, but I reminded him that several Capital One employees told me the debt was past seven years and legally uncollectible. He agreed that the debt had been due for years but then told me that Capital One still collected the money and that the account was now closed. When I asked how that made sense, he said, Theres nothing else we can see on the account. 

I want to make it clear that I was frustrated during this most recent call because I have been told conflicting and inaccurate information multiple times. The issue began when I was told I could keep the account open by making payments, then I was told the account was uncollectible and would be refunded in full, and now I am being told the opposite that they can keep part of the refund and collect on it after all. 


Capital Ones handling of this account from the original promise that I could keep it open by making payments, to later telling me it was uncollectible and refunding only part of what was owed shows a clear pattern of miscommunication and inconsistent internal procedures. These actions constitute an unauthorized collection on a time-barred account and a potential Fair Credit Reporting Act ( FCRA ) and Fair Debt Collection Practices Act ( FDCPA ) violation. 

I am submitting this full and final statement so that the CFPB investigators and Capital Ones compliance department have a complete and accurate timeline of events, including the evidence I have ( my screenshot showing the restricted-to-closed status change and detailed notes from my conversations ).

Company response to consumer: Closed with monetary relief