Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
I applied for, and received a capital one spark business card on XX/XX/XXXX. The cards were sent to my business partner and I and we spent {$32000.00} on XX/XX/XXXX plus a $ XXXX yearly fee that capital one collected. We spent this as our small business is a medical spa and that purchase was a XXXX XXXX facial machine by XXXX XXXX. The card is issued to XXXX XXXX  with two card holders. The card was paid in full on XX/XX/XXXX of XXXX. The card was then abruptly not usable. I called the company and they stated they needed further verification for the account to remain active. we followed up with all of the documentation requested. Both myself, and my business parter were still answering calls and emails from them into XXXX on this matter with no mention of an investigation, fraud or other issues beyond verifications. The card yet again declined on XX/XX/XXXX. I called yet again, at this point I am several hours and calls deep with capital one, and asked to speak to a manager, I was transferred to XXXX, who then informed me the account was permanently closed and could not be reopened, he stated we had violated the terms and conditions, I asked what we specifically violated and he clearly stated " Lack of consistency '' I told him I was looking at the terms and conditions and " lack of consistency '' was not one of them. The conversation got lengthy, went no where and ended very hostile with both my business partner and I upset. I called on XX/XX/XXXX as well and spoke to XXXX who could not provide me with details beyond there was an investigation due to non typical spending and the account was closed and could not be reopened, I have a statement showing we accrued {$2600.00} in rewards cash and capital one stated that since we violated the terms we could not receive this as the account was closed and there was nothing we could do. I explained no one from the fraud department and no alert went to our email or the app about atypical spending, the only two charges on the account were the yearly fee and the facial device and it was paid two days later. It was then stated that our bank statements did not show that we profited {$600000.00} as a business although one statement showed over {$50000.00} in deposits in a single month plus a large amount in the operations account, we were not informed they were closing this account, the only transaction made was a {$30000.00} purchase to another aesthetic company, this is not atypical spending for a medical spa. We are entitled to the welcome offer of the spark card welcome bonus of {$2000.00} as advertised for spending {$30000.00} in the first three months and a reimbursement of {$150.00} card fee as we were issued cards and a usable account and it was abruptly closed without our knowledge, I show I have no missed phone calls and I have no voicemails from capital one, we sent them all the documents they requested as well and we made no fraudulent claims or had fraudulent spending, They refuse to provide formal documents or issue us a check for our reward money we are entitled to since we did not violate any terms or conditions, I also personally have had their capital one quicksilver card for over 10 years and this is not how capital one has ever done business in the past. They continue to give us multiple different versions of events as to how our account was closed and have been inconsistent in what actually occurred on their end but did admit to a process error on their end. I have attached a statement showing the rewards we accrued and are being denied.

Company response to consumer: Closed with explanation