Consumer complaint received 2025-06-10 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: NY

Complaint narrative:
To Whom It May Concern, I am writing to formally express my deep frustration and disappointment regarding the recent handling of my Capital One account, which has been both disheartening and deeply unprofessional. As a loyal customer of over XXXX years, I never anticipated such a distressing experience from a company I once trusted. 

On XX/XX/year>, I was surprised to find my account restricted without any prior notification by letter or email. Upon contacting customer service, I was informed that in order to resolve the issue, I needed to send in documentation verifying my identityspecifically, my government-issued ID and Social Security card . I was told that a form would be emailed to me for this purpose. I received it, and that very same day, I took immediate action by mailing the required documents through the United States Postal Service. 

When I called later that week to check the status, I was told to wait XXXX  days. I did. After XXXX  days, I followed up again and was informed that my mailed documents had not been received. Despite my repeated requests for updates or assistance, I was met with the same vague and unhelpful instruction to wait 10 days, over and over again, with no further explanation or resolution. 

In a further attempt to expedite the process, I decided to fax my ID on XX/XX/XXXX, and immediately called to confirm receipt. At that point, I was told that I also needed to resend both my ID and Social Security card together via fax, which I did that same day. I then made multiple follow-up calls, and each time, the only information provided was again : wait XXXX  days. 

It is now XX/XX/year>, and I am still receiving the same generic correspondence by mail that I had already responded to weeks ago. When I contacted customer service today, I was again told to wait 10 days. This is now the ninth time I have been told the same thing without receiving any real support or concrete answers. 

After expressing my concern and frustration, I asked to speak with a XXXX. Instead, I was transferred to another associate, and only after insisting again was I connected to someone claiming to be a XXXX. That individual informed me that the documents had been receivedbut that they did not pass. I was not given a valid explanation for what that meant. How could my legitimate government-issued ID and Social Security card not pass? This raises serious concerns about how my private information has been handled, especially after being mailed and faxed multiple times. 

To be told that my account was ultimately closed without a detailed explanationdespite me following all the instructions, responding promptly, and repeatedly verifying that my documentation was completeis unacceptable. Even more troubling is the fact that I never received a formal notice that my account was going to be closed. I was not given a chance to fix the issue, and all my proactive efforts were dismissed. 

This entire experience has left me feeling brushed off, ignored, and disrespected. Ive been patient, diligent, and cooperative at every step, but in return, Ive received no support or transparency from Capital One. Not only have I lost access to my account and the credit I had available, but Ive also lost trust in a company I once highly regarded. 

At the very least, I am requesting a full investigation into how my documents were processed and why they were deemed insufficient. I would also appreciate a clear explanation as to why I was never formally notified about the closure of my account, and how my private documents have been managed internally. Additionally, I expect Capital One to take accountability for the breakdown in communication and lack of customer support I experienced throughout this process. 

I sincerely hope my voice is finally heard through this letter and that appropriate actions will be taken to address my concerns. No customer deserves to be treated this wayespecially not XXXX who made every effort to resolve an issue in good faith.

Company response to consumer: Closed with explanation