Consumer complaint received 2026-01-20 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: SC

Complaint narrative:
On XX/XX/XXXX, my husband used my capital one card that I have had since XX/XX/XXXX, for a purchase in the amount of {$1100.00}. On XX/XX/XXXX he paid it off with our joint company account ( XXXX XXXXXXXX XXXX ). My account was frozen but I rarely use that card so I did not look much into it. In XXXX, I received a letter stating that my account would be closed if I did not call the fraud department to verify some additional information. Upon calling, I was told that due to that payment being made, I had to verify account ownership of the payment account. In order to do this, capital one and I had to XXXX way call XXXX XXXX XXXXXXXX and verify. This was attempted but since I was at work, I did not have access to our TIN to verify with the bank. My husband and I both called back ( since he has all of the necessary information ) XX/XX/XXXX at XXXX pm to see if there was another way to go about account verification since the XXXX department XXXX bank XXXX XXXX was not available during the hours we were not at work. They could not help. XX/XX/XXXX at XXXX am, I took time out of my work day to call back and try to XXXX way call the banks again but the hold times were too long. The capital one representative told me she would send me a link for me to upload the requested documents. I asked if it would be an issue that my capital one card is in my maiden name and our business account is in my married name. I also told her that no names were listed on the statements, just the business name. She said I could send a letter from the bank stating account ownership and if they needed additional information someone would contact me. I contacted again XXXX XXXX at XXXX am to have the link sent again. I uploaded the documents on XX/XX/XXXX that included, a drafted letter from my XXXX XXXX XXXX representative listing my and my husbands names as account owners, a photo of my ID, my XXXX XXXX card with my maiden name and my XXXX XXXX card with my married name to verify that I am the same person. I never heard anything back. ( Missed call - no voicemail on XX/XX/XXXX at XXXX am ) Followed up on XX/XX/XXXX at XXXX am the representative told me that they still need the bank statement. I told her what was told to me about what to upload ( the letter from XXXX XXXX XXXX ). She reviewed the letter and said it did not say my name. I pulled up the letter while on the phone and had her look at the bulleted items where it listed my name. She acknowledged and said that if it was not adequate, I would be contacted and to please go ahead and upload the bank statement. I questioned why I was not contacted originally for this information and reminded them again that the name on my accounts did not match. I never heard anything back from them again. On XX/XX/XXXX I still had not heard anything so I opened my capital one app and checked the documents section and found a letter stating my account had been closed. I contacted them immediately at XXXX am to find out what was going on. The representative could not " authenticate '' me using my phone number because it was marked as not safe? So she said I would have to upload a copy of my ID. I again mentioned the non-matching names. She sent the link at XXXX am and I uploaded my ID. At XXXX pm the same day ( XX/XX/XXXX ) I received a call from a XXXX XXXX employeed ID XXXX ) who apologized on behalf of capital one for the misunderstanding and told me to resubmit all of the documents I had previously submitted - except for the photo of my id and the XXXX bank cards. This was completed around XXXX pm the same day. Never heard anything back. I called again to follow up on XX/XX/XXXX and spoke to XXXX ( call recorded ) who told me they received the ID upload from XX/XX/XXXX and that the account was unfrozen for me to claim any rewards but that it was still closed. I asked to speak to someone else and was transferred to XXXX - XXXX ID XXXX ( call recorded ). Mentioned the XX/XX/XXXX upload but no one would ever discuss the documents that were uploaded in a timely manner. She stated that the documents that I submitted were not reviewed and that it takes about XXXX business day for them to review. I asked why that would be my responsibility? She said the best she could do was put in an account re-open request. I said yes. She gave me the case ID XXXX. Called back last week XX/XX/XXXX XXXX pm to follow up. They said it was still under review. Never heard back. I called again this morning, XX/XX/XXXX and spoke to a XXXX who told me that they were keeping the account closed. I submitted all that was required in the timeline they gave me yet they still closed my account without any reason given. * Please note * I attempted to upload " screen recordings '' showing my browser history for the successful document uploads on XX/XX/XXXX and XXXX of XXXX but they exceed the file maximum.

Company response to consumer: Closed with explanation