Consumer complaint received 2022-02-07 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE

Complaint narrative:
[ XX/XX/XXXX ] ( {$3000.00} ) I submit payment on my credit card ending w/XXXX 


[ XX/XX/XXXX ] ( {$3000.00} ) I receive an email claiming my payment was successfully posted. 


[ XX/XX/XXXX ] ( - {$3000.00} ) Payment bounced. I found that odd cause my account had more than enough money to cover, but these things happen. 


[ XX/XX/XXXX ] ( {$3900.00} ) I submit another payment on my credit card after double checking I had enough money yet again. 


[ XX/XX/XXXX ] ( {$3900.00} ) I receive an email claiming my payment was successfully posted. 


[ XX/XX/XXXX ] ( $ XXXX ) This also bounces and I'm thoroughly confused. 


[ XX/XX/XXXX ] I receive an email stating a transaction was declined because I was about 3k over my credit limit. This email claimed I owed a total of {$8200.00} -which was absolutely not true! Logging, I see I actually owe about {$4000.00}. Go to make a payment again and realize the last two times I clicked the wrong bank account. I take full responsibility for this mistake, that account did not have the funds needed. 


THAT SAID, I never went over my credit limit NOR was I late on a payment. While I should pay more attention, no harm was done. A few automatic processes and capital one faced no effective damage from my negligence. 


All and all I thought 'no big deal ', make the payment in full from the right account. 


[ XX/XX/XXXX ] Later that day, I get an email saying they have closed my account. I called to figure out why and they gave no further information other than noting they did receive the latest payment. The service rep was clearly busy so I let him go without much ado. 



[ XX/XX/XXXX ] Next day, I call again and they are less busy. This agent mentions they closed the account due to the bounced payments. I ask about my rewards balance. I had just shy of {$200.00} in rewards cash I'd yet redeemed. How are they paying that back? To which the agent told me they do not payout rewards cash when accounts are closed due to fraud. 



How they have been defrauded, I'm unsure. I gained nothing from my mistake and they lost at most a few server processes worth of electricity. Beyond that, let 's say someone actually committed fraud on my account, this would suggest I would still lose out the rewards cash. Capitol one has complete control to claim 'fraud ' anytime they feel like recouping some rewards cash with this unbalanced power.

I have the front line agent escalate to a supervisor who then escalates to someone that will take action in up to five business days and I would have to call again to know what their resolution would be at that time. Seeing as either I'll have {$200.00} refund coming or not, waiting on hold for the call center a third time is pointless. Almost by design... 



Speaking of malicious design, it was hard to find out my remaining rewards balance. The regular options to view/spend the credits where either missing for loaded an error page. Lucky for me, you can ask the 'virtual assistance ' bot about rewards and that still works. Likely an oversight and shady practice to hide in the first place. 



I register for a new card with the same company, am immediately approved, and the new account is fine to this day. So clearly, capital one is fine with having me as a client despite my 'fraudulent ' actives and taking my money under the guise of fraud is a farce. 



[ XX/XX/XXXX ] Unrelated to the above, I had a charge refunded which causes my final balance on the account to be $ XXXX. I called to see when they plan on paying that back and they said 60 - 90 days. So they have three months leniency and I'm penalized for trying to pay a debt two weeks before it is due.

Company response to consumer: Closed with monetary relief