Consumer complaint received 2017-03-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card
Issue: Delinquent account

Complaint:
During the course of a self-audit I performed in XX/XX/XXXX, I found several reoccurring charges on my Capital-One CC which I could not identify. I called Capital-One on XX/XX/XXXX to report these items and as a result, they immediately canceled my CC and began an investigation which they explained might take up to three months and that they would issue me a new card when investigations had a chance to go over the file. At the end of XX/XX/XXXX, my electronic payment was posted from my bank as usual. I waited patiently for Capital-One to report their findings or to receive a new card but none came. When I checked my credit report in XX/XX/XXXX, I was alarmed to find that I was now showing the what appeared to be the same Capital-One CC being reported twice, effectively doubling the debt of record. Additionally, upon trying to make my regular payment in XX/XX/XXXX, I received a msg from my bank saying the payment would not go through. When I tried paying online or via the phone system, their system would not authenticate me using the CC number I had on file. The next several weeks, I was on the phone at least a dozen times trying to resolve the reporting issue, find out the status of the investigation as well as inquire as to my new card. No one could give me a straight answer. XX/XX/XXXX came and despite trying several times to again post a payment, I was unable to authenticate. In XX/XX/XXXX, I spent another 4 days trying to reach someone at Capital-One to find some answers. I was finally able to get in touch with a gentlemen who upon examining the computer logs, revealed that my new CC had been mailed out the second wk of XX/XX/XXXX and had been returned in XX/XX/XXXX. Despite speaking with Capital-One SEVERAL times during this period, I first heard of this situation the first week of XX/XX/XXXX. The representative apologized and promised to issue me a new card immediately. I also requested ( as I had done each time ) a copy of the statements I had not received since XX/XX/XXXX, a report detailing the results of their investigation and a letter detailed the system would not allow me to pay despite my attempts. 7-10 Buis. days came and went ; still no new card or statements. I called again to learn that while the previous rep had been given every indication the card would be delivered, the system appeared to have a rule in place that PREVENTED any new card from being issued if an account was past due. The system also would not allow a payment without an active credit card so once the new card was lost in the mail, I was in limbo. The only option I was given was to submit a payment blindly via phone without having any idea what the nature of the debt. Further, I had never missed a payment since XX/XX/XXXX until I requested an investigation ; then the account went delinquent. I even went so far as to sent the CEO of Capital-One a registered letter explaining what I thought to be a software error. Despite months of fighting with them over this issue, I was never able to resolve the situation. The account was charged-off in XX/XX/XXXX. Records received since show my original account was given XXXX separate CC numbers even though I never received a card/statement with any of the numbers in question. Even though the account is reported as charged off, that same account is 'parked ' at an attorney 's office and if I call to inquire about my Business CC, I receive a prompt containing a second number. If I select the second number, I am transferred to XXXX Collections. If I talk to the representative and give her that number over the phone, I am immediately put on hold until they can discreetly transfer XXXX without notification. I have detailed records of correspondence as well as logs of each phone call made along with content of call & duration. For 10+ years, I held a secret security clearance. I am unaccustomed to being treated in such a manner.

Company response to consumer: Closed with explanation