Consumer complaint received 2026-05-28 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: CT

Complaint narrative:
I received a letter from Capital One at the beginning of XXXX. It was dated XX/XX/XXXX. It advised that my account had been clos3d because I had failed to contact them in order to verify information on my account. It didn't identify what information needed to be verified. I immediately called the number given and was routed to their fraud department where I answered the questions they asked. The representative advised that he has cleared the issue and I am " all set ''. I asked him to clarify if my account was closed since that is what the letter stated and he said, " No. I have cleared the issue ''. So, when I logged onto my account a week later and saw that the account was showing as closed, I called and spoke with a representative, XXXX supervisors and the fraud department. I asked what information they had needed to verify that caused this issue in the first place ( no one could tell me ), I asked how they tried to contact me ( they apparently only sent one piece of regular mail on XX/XX/XXXX and did not attempt to contact me in any other way after that until the account closed and then they sent XXXX letters ), and I asked if I could speak with someone who could re-open my account. The second supervisor processed an escalation and told me that someone would CALL me within 7-10 business days. After waiting that long, I called again and spoke to another supervisor who informed me that my request for re-opening the account was denied. But she was unable to tell me why. Throughout this process I have explained to everyone I spoke with that I never received a letter from them in XXXX. And that I called as soon as I received the follow up letter in XXXX. I also advised them that this is my oldest credit card account ( I have had it for over 20 years ), I pay my bill on time, I pay it off usually immediately if I am able to, and I have adult children with authorized user cards on this account for emergencies. I also asked them why no one attempted to contact me via phone or email ( even though they have these details ), why they didn't send an authorized letter to ensure I received it for something this urgent, or why they didn't even send multiple letters. And I asked why their website didn't even notify me of an issue even though I know I have logged on at least twice between XX/XX/XXXX and XX/XX/XXXX ( I log on every month on the XXXX when I get paid to check and see if I need to pay anything on that account ). They were unable to give me satisfactory answers to any of these questions and they refused to let me speak to the department that has authority to re-open my account. They just told me the request was denied. Because I understand how my credit score works, I know that the average age of my accounts is part of my score and that closing an account this old will have a negative impact on my score moving forward. Also, I am very careful with my credit score and I have a few cards that I use regularly and I do not like to open new ones. Therefore, I don't want to open a new account to replace this one.

Company response to consumer: Closed with explanation