Consumer complaint received 2024-03-04 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: GA

Complaint narrative:
Capital One complaint On XX/XX/XXXX : I applied for a Capital One Spark Business credit card. I was approved for a {$500.00} credit limit. I signed all the documents needed including going paperless. I was given an account number and the information to download my account information into the Capital One app along with my other 3 personal credit cards. 
XX/XX/XXXX at XXXX : I received mail from Capital One letting me know that an account was opened with my personal information. I call the fraud department number listed in the letter XXXX, and speak with a fraud specialist who emails me a link to upload my supporting documents into. I am told it should take up to 3 days to hear back from someone. 
XX/XX/XXXX at XXXX XXXX : I get a Your card has shipped email from Capital One letting me know that my card had shipped and would arrive by XX/XX/XXXX. 
XX/XX/XXXX at XXXX XXXX : I upload the supporting documentation that was requested by the fraud department. I make no more calls because I am sure that everything will be OK since I sent in the required supporting documentation. 
XX/XX/XXXX : I open up my Capital One app to check on the account update for the business credit card and I notice that all 3 of my personal credit cards have been restricted. I then call Capital One customer service number at XXXX. 
Upon speaking with the agent she told me that I needed to speak with the fraud department. After being transferred to the department I was told that the reason my personal accounts were restricted was because there was fraud detected. I explained the situation of opening the new business credit card to the agent and they claimed to look at my information and could see that I uploaded the requested documentation. They instructed me to give it another couple of days for Capital One to look at my information and contact me. I asked why were my personal accounts restricted, they had nothing to do with the business account and the agent basically could not explain why. When I asked if there was a number to the department that handled my documents so I could speak to someone I was told that there was no number and that that department was the back office and there was no way to speak with anyone. So I waited to hear back from Capital One as instructed. 
From XX/XX/XXXX until XX/XX/XXXX I have spoken to OVER 35 people regarding my credit cards accounts. On XX/XX/XXXX I spoke with an agent named XXXX employee ID XXXX who claimed to be a fraud manager and who told me told me to once again resend new copies of my ID and she gave me the same run around as the other agents. I was transferred 12 times this day. I have recounted the issue more than enough times to keep count, I have been transferred too many times to count, I have spent 2-3 hours on calls EACH AND EVERY TIME I HAVE CONTACTED Capital One regarding this situation. I have RE-SENT my personal documentation too many times to count. I have been told that even though the business account had been closed I still needed to turn in business documentation to have my personal accounts unrestricted. I have no idea where my personal information is being stored or who has access to it. All I am constantly told is whoever the people in the Back office are, are the ONLY people that can unrestrict my accounts and they have no contact information. 
My final push to get this situation resolved was on XX/XX/XXXX, when I had no choice but to reach out on XXXX and leave a comment on the Capital One social media page. I was immediately contacted by someone from Capital One who apologized for my issue and then told me to send a private message and that they would reach out to me to handle the situation. A couple of days later I get a call from a customer service person who claims to be apart of the fraud department. I YET AGAIN explain my situation and how long I have been dealing with the issue with Capital One and have gotten no resolve. This agent AGAIN tells me that I have to upload my documentation and also the business information. I explain to them that I should not be sending in information about my business since they closed the business account and I have already sent in my personal information beyond numerous times and I have no ideas who has access to my information. I stated that I did not want to resend my information. This agent told me I had to in order for my accounts to be unrestricted. I asked the agent if I send in my business information will they reopen the business account, and I was told NO. So again my question was why was I sending in the information, and that it made no sense to do so. The agent was basically being aggressive and told me I that I needed to send my information in or nothing was going to be done. So I ended up sending in all of my personal and business information YET AGAIN!!!!! This person claimed to have checked my information and that all my personal information checked out. My ID, my social security, my bank statements and all of my personal accounts. ( this agents badge ID number was XXXX ) not sure if that even makes a difference. I was again told to give Capital One 5 business days for them to contact me about taking the restriction off of my accounts. Two days later I check my personal credit card accounts and see the restriction has been lifted. Then the next day I get a call from the agent who now tells me that all my credit cards have been closed!!!! She says that she is sorry and understands my frustrations and that she will reach out to her higher ups to see what can be done. Well like clock work I have not heard from that agent or anyone else at Capital One since XX/XX/XXXX. I am sending in this complaint as of XX/XX/XXXX. 
Enough is enough ; I have had my accounts with Capital One for over 3 years and had perfect payment history until this entire incident! I have been extended ore credit from Capital One since being a customer. How I have been treated these past couple of months is very disheartening to say the least. I used my credit cards for business purposes, which was the reason for even getting a business credit card with the company. I thought I was doing a good thing by keeping my business with Capital One. I have been put in a financial bind, I have been stressed to no end, and treated like I have done something wrong! Not only has my personal life taken a hit, but also now my credit as well! This is not fair as a customer to do everything Im suppose to do and still get no resolve and to be constantly played by this company while doing the right thing! I have now lost business contracts worth {$7000.00} because I used my credit cards for car rental services! I have suffered mentally and financially while Capital One gets to simply close my accounts and give me no explanation, no resolve and a lot of games and lies that were told to me. 

XX/XX/XXXX Today is the XXXX of XX/XX/XXXX, and I still have had no resolve from Capital One! No one person has called me regarding this incident! My credit is now being impacted and capital one is now reporting my accounts to the credit bureaus. I have received letters on all 3 of my accounts as of XX/XX/XXXX telling me all 3 accounts have been closed because of activity on this or another account is not consistent with our expectations. I have not been able to access any of my accounts at all since XXXX of XXXX. None of my accounts have had any fraudulent activity and I have perfect payment history for 3 years with Capital one. My credit has taken a huge hit, my credit usage has taken a huge drop, my credit history of good payments have been hit and I can not even apply for credit elsewhere because of this. Capital One has really ruined my life and finances and had given me no recourse. Consumers should not be put in these types of situations to no fault of our own and the companies just get to do what they want to hard working individuals who do what they need to do to keep their life and credit in order. 

Capital One has no issue still sending me monthly bill statements on accounts that they closed, but can not fix the detrimental situation that that have caused me and my family. 

Capital One needs to rectify this situation immediately so that no further action has to be taken.

Company response to consumer: Closed with explanation