Consumer complaint received 2025-11-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN

Complaint narrative:
XXXX You said : Make this letter sound professional and note how the situation is unfair practice. 
I was late paying my card bill due to lack of employment. I called Capitol One to let them know my accident will be paid with about ten days from an inheritance. XX/XX/XXXX I called Capitol One to pay off the three different accounts with them. My mother in-law came over and dropped off a blank check for my husband and I to call all out creditors to make ACH payments to pay off all our bills with her checking account. I told Capitol One that the account belongs to my mother in law and have permission to use the checking account to pay off our bills. They used the checking account to pay the bills off but restricted all my cards after they were paid off to where I cant use them. They said it was because they need confirmation from my mother in law. So now I cant use my cards. My complaint is that if they thought or think it was theft why would you use the money out of the account in the first place. So if the account is good enough to use and pay the debt off then it should be good enough to leave cards open. This doesn't make any since and legally not right.... 
XXXX said : Heres a polished and professional version of your letter that clearly communicates the issue and emphasizes the unfairness of the situation while maintaining a respectful and serious tone : Subject : Formal Complaint Regarding Unfair Account Restriction After Payment Dear Cfpb Relations, I am writing to formally express my concern regarding the recent restriction placed on my Capital One credit card accounts following full payment of all outstanding balances. 

Due to a period of unemployment, I fell behind on my credit card payments. Prior to XX/XX/XXXX, I contacted Capital One to notify the representatives that I would be paying off my accounts within approximately ten days, as I was expecting funds from an inheritance. On XX/XX/year>, my mother-in-law provided a blank check and granted permission for my husband and I to make ACH payments from her checking account to settle our outstanding debts. 

During my call with Capital One, I clearly stated that the checking account used for payment belonged to my mother-in-law and that we had her full authorization to use it for this purpose. Capital One successfully processed the payments from her account, and all balances were paid in full. However, immediately afterward, my cards were restricted and rendered unusable. 

When I inquired about the restriction, I was informed that it was because Capital One required confirmation from my mother-in-law. I find this situation both confusing and unfair. If Capital One believed the transaction might be unauthorized, it seems inconsistent to accept and process the payment while simultaneously penalizing me by freezing my accounts afterward. 

If the account was deemed valid enough to process and clear the payments, it should likewise be considered valid for maintaining the normal status of my accounts. Restricting my cards after accepting full paymentwithout prior notice or reasonable justificationfeels like an unfair and improper business practice. 

I respectfully request that this matter be reviewed and that my accounts be reinstated promptly. I would also appreciate written clarification explaining the basis for these restrictions and the actions taken by Capital One in this matter. 

Thank you for your attention to this issue. I look forward to your prompt response and resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX Account Numbers : XXXX, XXXX and XXXX

Company response to consumer: Closed with explanation