Consumer complaint received 2025-07-07 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: MA

Complaint narrative:
On XX/XX/XXXX, I submitted a deposit onto my silver charge card with Capital one for XXXX dollars. I wanted to use that XXXX on the XXXX for a security deposit. I called capital one on the afternoon of the XXXX to request the money released on my card. In order to do this a Capital One rep had to call XXXX XXXX  to confirm the money was processed and cleared. When I called along with the rep on the line. The rep said absolutely nothing on the call and had me explain the situation. The XXXX XXXX  XXXX acknowledged the payment was posted but never acknowledged if it was cleared or not. Upon finishing my discuss with the XXXX XXXX XXXX, after they hung up the Capital One rep finally spoke and made my money available. 

The morning of XX/XX/XXXX, I wake up to both my credit cards closed. When I first called, the rep and supervisor refused to give me any detail as to why my card was closed, just that I cant get reopened. After calling again, the next rep I spoke to said it was because by a return payment on my XXXX  card ( the card with an XXXX limit that I was suppose to get a XXXX deposit returned in XXXX  months ) and not talk to XXXX XXXX When I called XXXX XXXX we went over the process and she informed me I have a case for a dispute because the Capital One rep didnt ask any questions and that is against policy or procedure, capital one was suppose to ask the questions, not me. Upon calling back and speaking to my XXXX  superficial day at capital one, she told me based on everything I explained my account should get reopened and we can start the process by making a corrective payment for the {$500.00}, which I did within XXXX minutes. The next step was to wait XXXX  days and then put in a dispute. So I wanted until XX/XX/XXXX and submitted my dispute request. After XXXX  days of not hearing anything, I called on XX/XX/XXXX to find out the status and was told to call back in XXXX more days ( the process of investigation was suppose to take XXXX business days ). On XX/XX/XXXX I called and there was still no update. On XX/XX/XXXX I spoke to a fraud supervisor XXXX who informed me that a dispute for my other card that was closed alongside my XXXX  card, that had nothing to do with the returned payment, never had a request to be reopened made so he completed that for me. On XX/XX/XXXX I get a call to tell me my other card, not the silver, can be reopened. I then asked why this card was XXXX  days no problem to get into, but its now been XXXX  days on the XXXX and theres been no result of the investigation. I was told that card was closed, I explained what happened again while pointing out its interest the card I was due to get a deposit back from was the one that remained closed even though all my payments have been on time according to my credit history. I was told the supervisor XXXX would look into it. Today XX/XX/XXXX, I get a call back from XXXX telling me the card wont be reopened because of a XXXX dollar return payment that posted on the XXXX, a day after both my cards were cancelled. After informing XXXX that this seems like an excuse for capital one to steal my XXXX deposit, because why wouldnt they use some of the XXXX deposit to make a corrective payment, and was told their system doesnt work that way. How this looks like to me is my XXXX deposit was stolen despite my perfect payment history in the card. XXXX informed me there isnt a set amount of return payments that can trigger a card closure, so technically they could close it after XXXX return payment. I feel like this is a predatory practice for consumers when it comes to capital one. They are hiding behind policy while not acknowledging the policy mistakes theyve already made throughout this whole process. XXXX did not speak on the phone, investigation started on XX/XX/XXXX until XX/XX/XXXX, way past the XXXX business days. Feel a proper investigation was not made if they are hiding behind a XXXX dollar returned payment posted on the XXXX, after they closed my account on the XXXX. I have XXXX supervisors on the phone acknowledging the reps mistake on my original call and now theyre hiding behind their system. Why reinstate XXXX card that my deposit was already returned on, while refusing to re open the XXXX  card with a XXXX deposit return pending? 

Any help with this will be appreciated. I feel like this is a total scam conducted by Capital One.

Company response to consumer: Closed with explanation