Consumer complaint received 2017-12-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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

Complaint:
To Whom It May Concern : Approximately 3 years ago, I opened an revolving charge account with Capital One. I have always paid the card off each month, leaving a XXXX balance. Since XX/XX/XXXX of this year XX/XX/XXXX, I have had a running balance of approximately, {$6100.00}. 

On XX/XX/XXXX I authorized XXXX XXXX to transfer {$1800.00} onto my credit card account with them, and this was done. At the same time, I paid {$3500.00} over the phone on the balance of my Capital One account. I have reward money in the amount of {$230.00} in which I would like to use toward final pay off of my account. I believe the balance there would be approximately {$540.00}. 

On XX/XX/XXXX a letter was written by Capital One to me, in which I received it approximately XX/XX/XXXX. I immediately contacted them at the number provided ( XXXX ) and spoke to XXXX at XXXX in the afternoon. The representative XXXX asked me a couple questions : ( 1 ) Did I request a new credit card in XX/XX/XXXX? 
( 2 ) Did I change my e-mail address? 
( 3 ) What was may mailing address? 
( 4 ) What was the last 4 of my social security number? 

I replied that my original card issued in XX/XX/XXXX, had the last 4 numbers of XXXX. In XX/XX/XXXX of this year, XX/XX/XXXX, a new card was sent to my at my home address, with that number ending in XXXX. 

I verified my e-mail address and home mailing address, along with the social security number. 

Then I was informed that some one requested a card be sent to them, but to another address. I tried to get information but was informed no more information could be given out. NOW THE PROBLEMS BEGIN!!!!! 

I was asked to provide a copy of my drivers lic and a copy of my social security card be mailed to them so they could verify who I was. I explained that I would not consider this course of action in today 's time. I again, gave them all the pertinent information they requested but to no avail, they would not discuss this any further. 

Again, XX/XX/XXXX at XXXX, a man named XXXX called and left a message. I tried to return his call but could never get through. at XXXX that evening, I called and spoke with XXXX. I mean no offense, but he kept talking in circles and I was having a hard time understanding him. He said my case manager was XXXX, XXXX and his extension was XXXX. XXXX asked me the same questions XXXX did. I verified everything and he said I needed to submit the same paperwork. Again, I said I would not do that. 

On XX/XX/XXXX at XXXX, XXXX, XXXX extension was busy. I then called the original phone number ( XXXX ) and talked to another man. In error, I do not have his name. I requested to speak with a supervisor. He took all the information and said the supervisor will discuss with the fraud department on some one would be calling me back tomorrow. 

To date, I have heard nothing. 

Today, XX/XX/XXXX, I was notified of my billing statement thru my e-mail. I see the bill is up to {$880.00} and we have not charged anything on this account in 2 months. The notification said I could review my bill ... .so when I tried to sign on, again, something has happened and I am unable to log onto my account. 


At XXXX this morning, again XX/XX/XXXX, I tried to contact XXXX, XXXX. His line was busy. I called the original number and I received a lady by the name of XXXX. Through our conversation, I explained everything to her, she asked me the same questions as all the other had, I verified everything and she said she would not be able to give me any information until I mail in the drivers lic and soc security card. I explained that was not an option. I asked to speak to a manager ... .I then spoke to XXXX . I explained everything to XXXX and yes, by this time I am a little frustrated. His response was, once you send in requested documents, we will talk to you about your account. At this time, we can not and will not discuss anything with you. I asked to close my account and XXXX said he would prepare documents, then came back and said he could not. 

So in closing, I am unable to review information about my account on line, I am unable to get any information regarding my account and I can not close my account. 

I am asking for assistance from your department. I will not send a copy of my drivers license or social security card through the mail for obvious reasons. If there was another alternative I would be more than happy to comply ... ..but with that being said, I have verified information all the way back to day one - kind of seems like they could request information from the new person who requested a card be sent to another address. 

Your assistance in this matter is greatly appreciated.

Company response to consumer: Closed with explanation