Consumer complaint received 2025-11-21 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: TX

Complaint narrative:
On XX/XX/scrub>, 2025, I set up a payment plan with Capital One. The plan included XXXX scheduled payments of {$230.00} each. The XX/XX/XXXXpayment failed because it was connected to an older bank account. I called Capital One afterward and was told the payment plan would be canceled and that I would need to create a new plan, which I later did. 
Despite this, on XX/XX/year>2025, Capital One attempted another debit for the same {$230.00} from the old bank account under the plan I was told was canceled. This caused a XX/XX/XXXXreturned payment which I was told was the cause of the charge off on XXXX XXXX XX/XX/XXXX I created a new payment plan online with the correct bank account information. 
My account balance at the time was {$6400.00}. 
I filed my XX/XX/XXXX dispute during the week of XX/XX/scrub> 2025, and was told I would receive a callback within XX/XX/XXXX days. I called again the week of XX/XX/XXXX to follow up and was told they called me that Tuesday, but the number they used was incorrect. I updated my number and was told someone would call me on Thursday after XXXXXX/XX/XXXX. I never received a call. 
I called again the next week and was told Capital One had once again called the wrong number. I made sure the correct number was on file and was told I would be contacted again. I was also instructed to fax over documentation, which I did. 
On XX/XX/scrub> 2025, I was told my dispute had been closed and marked invalid without anyone contacting me, despite the fact that I provided documentation and updated my number multiple times. 
I was told the only option was to start another dispute, which I did. 
On XX/XX/scrub> 2025, I received a call at around XXXX XX/XX/XXXX while I was teaching ( I am aXX/XX/XXXX ). I answered and told the woman I was in class and available after XXXXXX/XX/XXXX. When I called during my lunch break afterward, I was told that the dispute I filed the day before had already been closed, simply because they could not reach me, even though I answered the call and requested a time I could actually speak. 
I filed another complaint with the representative, who stated she could not see the notes and would attempt to contact collections. 
On XX/XX/scrub> 2025, I received another call at XXXXXX/XX/XXXX during school hours and could not answer while teaching. When I called back, I spoke with a representative named XXXX ( ID : XXXX ). He was able to see limited information about the returned payments, but he told me that no information, notes, or records from collections or from when the account was open were available. He could not see : the XX/XX/XXXX payment plan, whether the representative canceled it, why the XX/XX/XXXX debit attempt occurred, the status or creation time of the new XX/XX/XXXX payment plan, any servicing notes, or any supporting documentation for the charge-off. 
During this call, the line disconnected while he was still attempting to assist me. 
Capital One informed me that the charge-off reason in their system was listed as more than XX/XX/XXXX days without payment, which is inaccurate because I had active payment attempts and communication well within that period, including payment plan creation on both XX/XX/XXXX and XX/XX/XXXX. 
Capital One has been unable to produce documentation supporting their actions, the charge-off, or the delinquency timeline. My disputes have been repeatedly closed without review, without contact, and with incorrect phone numbers used even after correction. The negative reporting and charge-off appear to be the result of internal servicing errors and lost/missing account records, not nonpayment. 
I am requesting that the CFPB investigate Capital Ones handling of my account, their inability to provide required documentation, and the accuracy of the charge-off and credit reporting.

Company response to consumer: Closed with explanation