Consumer complaint received 2026-05-21 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:
I am submitting this complaint regarding XXXX handling of the closure of my XXXX-year credit card account, which was closed allegedly due to inactivity without effective notice and with resulting damage to my credit profile. I never received the XX/XX/year> notice XXXX claims was sent advising that my account would be closed if not used by XX/XX/year>. I also did not receive any email, app notification, secure message, text message, or other communication warning that my longstanding account was at imminent risk of closure. Importantly, as demonstrated by attached correspondence dated XX/XX/year>, XXXX clearly has the ability to successfully contact me through multiple active communication channels, including email and the in-app messaging center. In that correspondence, XXXX directed me to contact them because they value my account and partnership. This directly contradicts the notion that meaningful notice could not have been effectively delivered prior to closure. After receiving that message, I contacted XXXX customer service and was informed that the account could not be reopened because it was closed for inactivity and not due to an error. I strongly dispute that characterization. XXXX failed to provide effective notice prior to closing a XXXXyear account that was in good standing with an excellent payment history. That failure caused direct harm to my credit profile, including loss of longstanding account age and available credit history. It is also important to note that the account was not entirely inactive in the ordinary sense of the term. During my initial conversation with XXXX, the representative confirmed that I had recently accessed and used the XXXX app. While there may not have been recent purchase transactions, there was still ongoing account activity and engagement. XXXX characterization of the account as simply inactive is therefore incomplete and misleading in the context of a long-standing customer relationship. Additionally, XXXX own publicly available materials merely suggest that customers use their cards periodically to avoid closure, but they do not define any fixed inactivity timeframe or clearly disclosed standard that would reasonably place customers on notice that a longstanding account in good standing was at imminent risk of closure. XXXX proposed resolution was for me to apply for a new account entirely. This does not restore the status quo and does not remedy the damage caused. Instead, it would subject me to additional hard inquiries, new account reporting, reduced average age of accounts, and further adverse impact to my credit profile. In effect, XXXX caused the initial damage through its failure to provide adequate notice and is now offering a solution that would impose additional damage rather than restore me to the position I occupied prior to its actions. I maintained an excellent payment history over XXXX years, and the complete lack of actual notice, combined with the refusal to meaningfully remedy the situation after acknowledging my long-standing relationship, has been extremely disappointing. I am requesting that XXXX review this matter at the XXXX level and provide a meaningful remedy, including restoration of the original account and associated account history, or another resolution that fully addresses the resulting credit harm. XXXX XXXX

Company response to consumer: Closed with explanation