Consumer complaint received 2025-09-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
Rebuttal Statement Subject : Rebuttal to Capital Ones Response Mishandling of Account Closure, Returned Payments, Lost Interest, and Poor Escalation To Whom It May Concern, I am submitting this rebuttal because Capital One has repeatedly failed to address the root issues raised in my complaint. Their most recent response does not accurately reflect my experience, and key facts continue to be ignored. 

1. Account Closure Requests Were Denied Capital One continues to claim my XXXXXXXX XXXX XXXX account was never requested to be closed. This is inaccurate. 

In XX/XX/XXXX, when I moved my funds from the Money Market to the Performance Savings account, I asked for closure. I was told I could not close it and that it would remain dormant. 

On XX/XX/XXXX at XXXXXXXX XXXX, during a recorded XXXX call, I again asked two Capital One representatives if I could close the account. Both refused and confirmed no manual review was available for my credit denial. 

Capital One is misrepresenting the situation by stating there is no record of closure. The reason there is no record is because their employees told me it could not be closed. If CFPB reviews the XX/XX/XXXX call recording, it will confirm this. 

2. Returned Payments and Improper Fees The account remained open against my wishes and Capital Ones system continued to pull payments from it. This caused returned payments which resulted in : Improper interest fees ( partially waived in XXXX and XX/XX/XXXX, but not in XX/XX/XXXX ). 

A denial of my credit line increase on XX/XX/XXXX, citing a returned payment. 

These harms stemmed entirely from Capital Ones refusal to close the dormant account. Their response that courtesy waivers had already been applied ignores that the root problem was never fixed. 

3. Lost Interest Yield ( XXXX ) I had over {$41000.00} in my XXXX XXXX account as of XX/XX/XXXX. The XXXX XXXX XXXX account launched in XX/XX/XXXX with a higher APY. Despite my long-standing balance, I was never informed or migrated to the higher-yield account. My balance grew to over {$200000.00}, but remained in the underperforming account until XX/XX/XXXX. 

This failure to notify me caused approximately {$16000.00} in lost interest over five years. Capital Ones claim that products are advertised online is not sufficient. They knowingly profited from my inertia without direct communication, which disadvantaged me as a customer. 

4. Mishandling by the XXXX XXXX On XX/XX/XXXX at XXXX XXXX, I received a voicemail from XXXX of the Capital One Presidents Office ( XXXX ext. XXXX ) confirming my XXXX XXXX account hasnt been closed. 

I immediately called back on XX/XX/XXXX at XXXX XXXX  and left a voicemail. 

I called several more times afterward and left additional messages. 

On XX/XX/XXXX at XXXX XXXX, I again called and received no response. Later that day, at XXXX XXXX, I received a letter from Capital One stating my case was closed. 

This sequence proves that while Capital One acknowledged the account issue, they failed to follow up and closed my case without resolution.

5. Pattern of Neglect and Unfairness I have been a Capital One customer for 9 years, consistently maintaining strong balances and timely payments. Instead of supporting me, Capital Ones mishandling has led to : Improper fees charged on a dormant account.

Denial of my credit line increase due to their systems error. 

Substantial lost interest over multiple years. 

Repeated dismissive responses and now non-responsiveness from their XXXX XXXX. 

Requested Resolution : Confirmation that the dormant Money Market account has been fully and permanently closed. 

Refund of all fees tied to returned payments caused by their system error. 

Reevaluation and approval of my credit line increase based on accurate information. 

Compensation for approximately {$16000.00} in lost interest from XXXX. 

Review of Capital Ones handling of this case, including failure to return calls from their XXXX XXXX. 

Capital One continues to benefit financially from its failures while I am penalized. I respectfully request CFPB escalate this complaint for supervisory review, as prior company responses have been misleading and incomplete. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation