Credit card or prepaid card -- Closing your account -- Complaint #4877085
Complaint Overview
Complaint ID: 4877085
Company: Capital One Financial Corporation
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Can't close your account
State: Florida
ZIP Code: 328XX
Date Received: 2021-11-04T12:00:00-05:00
Date Sent to Company: 2021-11-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I applied for a Capital One Secured card in XXXX and paid them a deposit to add to the account. I was XXXXXXXX XXXX XXXX at the time and preparing to move residences. I had a hold mail request that was to have all mail held by the USPS carrier, but once I was released from the hospital the mail was not available at the local post office. I have a claim with USPS, and they ended up forwarding mail to my new address as of this week. I tried speaking with customer service people with Capital One multiple times to not only cancel the original card but also issue a new one to me at my new address. As part of this process, Capital One requires a ridiculous amount of Identity checks to resolve the issue. When calling Capital One it takes at least 30 to 60 minutes of hold time to simply get a human being to work through the issue. I worked with two different representatives who had me utilize a link to upload a copy of my State-issued ID. I did this in real time, but for whatever reason they would not confirm me. Their automated system makes decisions and would not recognize me. What's crazy is I then escalated and simply wanted my money back to only be told it will take up to 90 days. How can it take 90 days when I sent it in an instant and why can't Capital One simply figure out the issues? The customer service representatives are in a XXXX or other call center and simply are not equipped to handle this issue. I can not deal with this with my health and just want my money back at least. I tried to escalate with supervisors and management, but these people just don't care and refuse to work through the issue. I regret even giving them my money at this point. I can't even get a call back from this company. This is what's wrong with XXXX. A lack of proper controls and customer service. It is considered theft when a company has these sorts of ridiculous practices.
Frequently Asked Questions
What is Complaint #4877085 about?
Complaint #4877085 was filed against Capital One Financial Corporation regarding Credit card or prepaid card specifically about Closing your account. It was received by the CFPB on 2021-11-04T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.