Consumer complaint received 2025-12-01 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: OH

Complaint narrative:
In summer of XXXX, I was dealing with a fraud issue of my own in my personal bank account due to a dispute within my business that was illegitimate. The bank account was closed. Due to that several of my automatic payments to Capital One were returned, I count not resolve it at the time because I did not have an active account to replace it with. I now have a valid account and the ability to make a substantial good-faith payment. 

However, I attempted to make a payment now that I have an active account and my capital one online portal displayed my account as " XXXX  '' - it would not allow me to add any payment method and just gave me error messages. I contacted customer service and multiple representatives verbally told me the account was closed and even permanently closed- even though my account portal still shows XXXX. 

I received no email notice of this closure- the XXXX  rep I spoke to said this on a recorded line. Another said I WAS emailed, another could not verify- I did not receive the mailed notice that the reps referenced either. 
I requested : XXXX the official adverse action- I did not consent to a letter copy or a back dated letter XXXX proof of closure to email or mail as I did not receive it XXXX clarification of the account 's true status, and XXXX information about who has the authority to review this account and every time- there was nobody else to speak to. The last one, I asked are you speaking for your department of for the company as a whole and he said for the company. 

XXXX of the representatives told that I could go to the bank and get a XXXX then mail it or call every month to make a payment- nothing to do with opening the account. These are not disability-accessible or equivalent alternatives to online payments, and they do not remedy the fact that the online portal, has been XXXX. A bank can not deny equal access to its standard payment method and then offer non-equivalent burdensome alternatives. 

I repeatedly asked to add a payment method so I could pay the balance and correct the account in good faith. I was told that " Capital One '' can not reopen the account '' the account that is showing a " XXXX  '' When I asked why capital one would prefer to sell the debt to a collector rather than to release the restriction and allow me to catch up, they did not reply to me. I was told there was nothing that could be done and the escalation paths were blocked. 

I am trying to resolve my account responsibly now that I have the means and ability to do so- but Capital One is preventing me from making this right by coding the account in a way that blocks adding payment method and is going to continue to collect interest on an account that I did not close with a balance. On an account that is showing me my next payment date... closed accounts freeze. Last interest collected XX/XX/year> ... 

I am requesting a review of the account status, removal of the restriction and the ability to retain my account.

Company response to consumer: Closed with explanation