Consumer complaint received 2019-08-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have been a CapitalOne cardholder for over a year, paying on said card perfectly. In fact, the bank has increased my limit ( at no request from me ) more than once due to my perfect payment history. In XXXX 2019, I was the victim of identify theft for which cards were fraudulently applied in my name at XXXX, CapitalOne, XXXX, etc. I have placed fraud alerts on with all three bureaus. On XX/XX/XXXX, I received a letter from CapitalOne stating my existing card had been closed with NO explanation. I immediately called to inquire as to why as I had paid perfectly. I was told it was due to returned payments, which was false as I know my payment history, and then told that a Secured Card had been opened fraudulently in my name ; therefore, they closed my existing card as well as a precautionary measure. I was told at that time by XXXX, a Fraud Dispute Manager, that my card would be re-opened and that I would receive a letter within ten days confirming the re-opening. She also indicated the Secured Card would be marked as fraud so that my credit would not be affected in any way. After hearing nothing for more than ten days, I called Customer Service on XX/XX/XXXX. After nearly an hour on the phone explaining the issue to the rep and hold time while he researched, the call was disconnected and no one had the professional courtesy to call me back. I called later that same day and spoke with a Fraud Dispute Manager named XXXX. I explained, yet again, the issue that my card had been closed and that I needed access to my card as I was leaving the country in less than a week for vacation. She assured me she would look into why it had not already been re-opened and that she would personally follow up on the issue within a few days. On XX/XX/XXXX, I called again and spoke with XXXX, another Fraud Dispute Manager. She indicated she would update the reason code to  reflect fraud on the Secured Card that was opened in my name and confirmed that a re-open request was submitted on XX/XX/XXXX. Im unsure as to why she could only see one re-open request being that I called back in XXXX. XXXX advised she would submit another request to re-open my existing card but that she wasnt sure it would be opened again. I explained it is not right that my card hasnt already been re-opened due to the fraud that was out of my control. On XX/XX/XXXX, having heard nothing further, I called and spoke with a gentleman whose name was unclear when he picked up the call. He was another Fraud Dispute Manager.  After explaining my issue and continued frustration, the call was disconnected at about 17 minutes into the call. I waited a few minutes and he did not call me back to resolve my problem despite verifying my cell was a good call back number. I called back and XXXX, a Fraud Dispute Manager, took my call which totaled about 35 minutes ( employee ID XXXX ). After much research, she indicated she identified the hiccup and that the Secured Card was never actually closed as fraudulent ; therefore, the re-open requests had been ignored. She stated she would personally have it updated to close as fraud, and that she would personally follow up with me within 7-10 days. She believes my card will be re-opened 7-10 days after that. CapitalOnes supposed Customer Service needs an overhaul. When a call is disconnected, the rep should have the professional decency and the ability to make an outgoing call ( one rep informed me they didnt have access to outgoing lines ). No one has taken ownership of the issue despite repeated promises to me over the phone. I have spent several hours on the phone trying desperately to resolve this issue and I am fearful that the closure of my existing card is steadily affecting my credit score. I am in the process of buying a home, and if this affects my credit score, I will have no choice but to file suit against CapitalOne for my damages. I have attempted to send a letter but no where can I find a dispute resolution or complaint department on their website.

Company response to consumer: Closed with explanation