Troubleshooter: Credit card cancelation

"I was at dinner with friends and my card was refused, which was terribly embarrassing," cardholder Penny Salley said.

As soon as she got home, she says she called Capital One.

"This has been canceled, because the primary card holder is deceased," Salley said. "I said well yes he died eight months ago, so what is the problem, my name is on the account."

While Salley's husband was the primary holder on the account, Salley still had her own card with her name on it.

When she learned Capital One canceled the card eight months after her husband's death and that she lost 82,000 in accumulated reward points, she had enough.

"If you haven't been through it you don't realize how much has been taken away," Salley said. "And for that which is so menial, but just another thing, that no that's unacceptable."

After she says she got nowhere on the phone with Capital One, Salley e-mailed ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson. Wilson got in touch with Capital One and Salley got a welcome phone call from Capital One.

"They'd be happy to issue me a new card and my points would be transferred to that account," Salley said. "I want to thank you so much, because I believe it was your push that got this done.

A representative with Capital One said the reason why the card was canceled is because Salley was an authorized user on her husband's account, but not the actual account holder.

Her husband was the actual accountholder and the credit card loan is extended based on his history and income. While authorized users can use the card and their name will appear on their card, they are not accountable for the debt.

So once Capital One learned the accountholder passed away, they closed the account.

Salley has since been approved for new card and they're adding the rewards balance to her new account. The rep added they're glad they could resolve the issue to her satisfaction.

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