Consumer complaint received 2017-12-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
In XXXX XXXX I realized theres an account opened that I did not know was open or did not authorize. it was a fraudulently account. I advised Capital One that I became aware that there is money being taken out my checking out monthly for a Cap One account and was not aware. When I contacted them, the account was still open. They advised me they will close it and launch an investigation and would take 60 days. I contacted Capital One every week to check status and was told they are working on it. In last week of XXXX, I applied for a new account with Capital One. I was approved.I received the card first week of XXXX. I called Capital one again, On that call ( which I am sure was recorded ) I asked why is there an account showing for a card ending in XXXX when I set up new online account. They advised me that is a glitch. I asked on that same call that if there is a payment due while in Investigation. I was advised there is no payment due and I am not liable and the account has been closed and my credit bureau was updated to reflect that. In XXXX I realized my credit bureau still shows the account. I disputed with the credit bureau. At that point on XXXX/XXXX/XXXX, my credit reports were updated to show I am late 60 days. I never received a letter from Capital One. I was never allowed to make payments since a Fraud account. I was never advised that the investigation was closed. I am beyond frustrated. Since then, overtime I call I am told I need to speak to the person handling the case and get transferred to her voicemail. I leave voicemails and no reply or callbacks. Not one notice or letter was ever sent to me by Capital One. My mail gets scanned at XXXX for online viewing and I can prove that. I never received a call even from Capital One regards to account. Now the new account I opened is somehow linked the fraud account. I advised them of Fraud and they are making it worst by linking my new account with a fraud account from the past. NEVER WAS I ADVISED PAYMENT WAS NEEDED ON THE ACCOUNT SINCE XXXX. I HAVE RECORDS OF ALL THE CALLS I MADE ON A MONITORED LINE AND EVERY TIME WAS TOLD NO PAYMENT DUE. EVEN THE CALL ON XXXX/XXXX/XXXX WAS ADVISED PAYMENT DUE IS XXXX. I NEED THIS ACCOUNT TO BE DISPUTED AND ALSO NEED MY CREDIT BURAUE TO BE UPDATED. I OFFERED TO MAKE PAYMENT UNTIL THEY ARE DONE THEIR INVESTIGATION DUE TO THE FACT I AM IN PROCESS OF CLOSING ON A MORTGAGE FOR A HOUSE. NOW I CAN NOT CLOSE. NOW I CANT PURCHASE THE HOME AND HAVE TO SPEND MY TIME WASTING TO TAKE CARE OF CAPITAL ONE 'S MISTAKES. NOT ONE BILL. NOT ONE CALL NOT ONE NOTICE ADVISING ME OF A PAYMENT BEING NEEDED. I WAS NOT GIVEN ANY OPTION TO PAY AND OVERTIME I CALLED ADVISED NO PAYMENT DUE. HOW AM I LATE NOW? TO KEEP IN MIND NOT MY BALANCE NOT MY ACCOUNT. I NEED THIS RESOLVED ASAP. ONLY NOTICE I RECEIVED WAS ON XXXX/XXXX/XXXX AND AFTER I DISPUTED WITH CREDIT REPORT. NOTHING BEFORE THEN. OVERTIME I WAS TOLD NO PAYMENT CAN BE MADE. AND REASSURED ACCOUNT CLOSED DUE TO FRAUD

Company response to consumer: Closed with explanation