Consumer complaint received 2025-07-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO

Complaint narrative:
Capital One had a returned payment on my credit card account and closed it per what they said is a fraudelent closure. 

This is inaccurate and I offered to show proof that the account was mine and that I have overdraft protection. My account with the bank is still open as well. I offered to send all this information and they declined to accept any form of appeal or review. 

Initially, I was told my customer support agent and their supervisor that the account was closed due to a charge that was inconsistent with my activity. I requested to speak to the fraud team and was then informed by that team 's supervisor that the account was closed due to a returned payment. The supervisor in the fraud department then mentioned that they could not open a case or file any appeal or review. 

The only case that was opened was regarding my complaint about how this was handled by them. No case was opened to review or appeal this decision. 

My bank has processed payments before and I have not had issues until this payment was returned. I have had a total of three payments returned with several others being accepted by comparision. 

They refuse to open any case to review or appeal stating they can not due to the account being closed. This all occurred on XXXX. I received an email stating the payment was returned on XXXXXX/XX/year> and when I logged into my Capital One account, the credit card account is showing as restricted. I then went to my statements and documents to find a letter was issued for account closure. Capital One has also mailed an Adverse Action Notice to me as well. 

This account closure will now have a negative impact on my credit. Capital One refuses to review their decision and is refusing to reopen the account even though I can provide proof with statements from my bank. 

Capital One made no attempt to reach me when the payment was returned with the exception of an email demonstrating a returned payment. I was not aware of the account closure until XXXX when I logged into my account. 

I believe this goes against my rights as a consumer and I should have been given a review or appeal process. There are three returned payments on the account but there are numerous payments that have processed completely through my bank account to Capital One. 

I would like for you to contact them regarding this and request a review of my Capital One Credit card account. I have always paid on time and never been late. I have even paid off my Capital One card prior to the due date it has. 

I have a checking and savings account with Capital One as well and I am so disappointed with this decision that if I am not given the appeal or review of my account, I will be forced to end my relationship entirely with Capital One Bank. 

Furthermore, I will be filing a complaint with the State Attorney 's office for Colorado as well pending what I am able to accomplish with my complaint to your office. 

Please let me know what other documentation is needed. I have attached my bank statement showing a payment to Capital One as well as their letter I found inside my Capital One Bank account which does not explain why the account was closed. 

Capital One Bank has assured me an Adverse Action letter will be mailed but I do not see it inside my statements and documents within my online account with Capital One.

Company response to consumer: Closed with explanation