Capital One

TLDR: They ran me in circles for several weeks and cancelled my credit card for something out of my control. Edit: I was nice to the employees on the phone. Upper management was unreachable and made this decision. I recently opened a credit card account with your (Capital One) company. I spend a lot of time abroad and I felt like your Capital One Quicksilver Cash Rewards Credit Card was a good match for me, especially since it offered Mastercard World Elite benefits. I hadn't had this card for very long before I tried to use it for a large expense (around 400 euros). For some context, my finances and my husband's are separate, but due to unforeseen circumstances, I needed to use this card to pay a utility bill on his home in Greece while I was there. I figured it wouldn't be a problem. The transactions were rejected, and I didn't know why. I tried more than once, as this happened with my other credit cards here, and I would just make a note that the card doesn't work with "such and such" company and move on. Out of curiosity, I went to my account page to investigate and found that my card was now inaccessible. I called your company, and you told me that I would receive a phone call in 7-10 business days. My phone never rang. I called again, weeks later, wondering why I never received a response. You told me that someone tried to reach me on the 30th and left me a voice message. I used another phone to verify that my phone did indeed work and also noticed that it did not have a voicemail system. It can't be set up. I went ahead and requested that your company contact me by email, through the house line that I dialed you on, or through my husband's cell phone if you couldnt reach me via my US phone number. I am using a "travel" card, right? Roaming is expensive, but I left my phone on anyways. After I gave you this information, you told me that you would send me an email requesting documents to prove who I am. I waited some time and the email didn't arrive. I called again and another employee sent me the email, which then arrived immediately. This email requested documents to prove who I was, specifically, a "government issued ID/Drivers license, Social Security Card, Proof of Residence, and Bank Statements." I provided the case number on a sticky note next to those documents as you requested. I provided my state ID, Social Security Card, one Bank Statement (my mistake, there was an "s"), a W-2, certifications for my job, and just in case, my passport. My phone finally rang, and you thanked me for "finally answering my phone this time." You then told me that I needed to submit three bank statements instead of the one. I went ahead and sent them, but things started making less and less sense. It was as if I was applying all over again. I was under the impression that I was trying to prove who I was and everything I sent should have been sufficient. Then, you called my bank for further verification in a three-way call. The banker and I were going over the standard questions he was required to ask and while he did get to verify who I was, you cut him off. He was trying to ask if he had my permission to speak with you. At this point, I wanted to know what else was going on. You told me that the reason why your company was requesting extra information was because your company was considering changing my credit limit (why?) or canceling my account (what?). I was blindsided. This is not what this was supposed to be about. I was told to wait for another phone call. I waited for another phone call, but I assumed someone didn't read the account notes, tried to call me, and didn't bother trying to contact me with any other option you said you noted. You could argue that using those other options I gave you weren't allowed, but I wouldn't know that. Why even let me give them to you? I, again, waited for a phone call and while I was checking my email today, noticed that I received a survey from you. Generally, surveys arrive after the closing of a case. I never received a phone call. I called, having assumed you never did, or you hung up, and when you answered you told me that my account was cancelled. At first you told me it was because you couldn't prove who I was. I asked you to clarify and I listed to you all the things I submitted. There was nothing else I could think of that could prove who I am. You looked for the letter you mailed me explaining why my card was cancelled. You then tell me that it was cancelled because of the returned transactions. You then tell me that in the card agreement, you can cancel an account because of returned transactions. This can literally happen to anyone, at any time, especially when traveling in a foreign country. I then asked if the length of my account or the location of the transaction was why my card was cancelled. You said it was simply because of the returned transactions and that those other things didn't matter. What you essentially told me was this: If one of your clients used their card for its benefits and had the misfortune of a returned transaction, you would close their account. If this came off as angry, it is because I am. You didn't need to make me submit those documents, make me phone you, or waste my time waiting if you just wanted to close my account. Please, without the fake HR apology lingo, explain to me why anyone would want to be your customer? You told me I can just reapply... As a credit card company, you know how credit works. I now have a hard inquiry and a lower credit age. Then you took this card away, increasing the percentage of credit card use. All of this will affect my credit score and you want me to do it again? Thanks for that. So, I know that this information will hopefully not disappear into the void and because I don't trust you, I will be posting this same review on all my social media. Note: I did express my feelings on the line and was told that my concerns would be passed on. Apparently, the survey does not work for complaints. You must call them. The last person I spoke with heard my complaints and said they would be investigated. While I don't have any ill will towards any of the employees I spoke with, I do not trust their management to do anything. I'm not calling them again.