Consumer complaint received 2022-07-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX, I was a victim of fraud. Someone I trusted told me that they would pay my credit card bill if I would help them with some cash in the short term. I did give them permission to use my account and they used a different fraudulent / stolen bank account to pay my Capital One balance. I slowly began to realize that I was being defrauded. When I contacted Capital One and could not verify that I was the owner of the bank account that had been used to pay my credit card balance, the balance that had been paid off was charged back to me plus fees, I was far over my credit limit, and my card was restricted so that I could not use it. This of course had a very negative impact on my credit score. 

I tried to speak with Capital Ones fraud protection department many times, explaining the situation, asking for ways to remove the restriction and/or acknowledge the fraud and lower the total balance to reflect the theft that had taken place. I spent hours on the phone with their representatives. They ultimately said that, since I could not verify ownership of the bank account used to pay my balance, they could not lift the restriction on my credit card account. 

I included this information about Capital One when I filed a report with identitytheft.gov on XXXX, and I also sent Capital One a letter on XXXX asking for action to be taken about the fraud on my account. I received a response letter dated XXXX saying that they had investigated and found no fraudulent activity, and so would not be taking any action on my account or credit report. 

I did not have additional time to spend on the phone with their agents, so I decided I would just pay off the balance when I could and close the account. I made regular payments throughout XXXX and was able to pay the final balance on the account on XX/XX/XXXX. There was a {$0.00} balance when that payment posted in XXXX. 

I began receiving letters in the mail, and phone calls, from Capital One stating that my account would close. I dont recall the reason given on the letters and unfortunately I did not keep a copy of them ; I received probably at least 10-20 letters and daily phone messages for about a month. At one point I spoke with a Capital One employee when they called, and they wanted me to verify ownership of the bank account used to pay the balance on my account in XX/XX/XXXX, and I explained again that I could not verify because I was a victim of identity theft. They said they could not help me. I said I would just let the account close, and the employee said it would just close on its own automatically. 

Not only did Capital One NOT close the account as they stated they would do in many letters and on the phone call, they kept it open and have continued to charge me interest fees on the XX/XX/XXXX cash advance, even after I PAID MY ACCOUNT BALANCE IN FULL. It has charged me late fees because I did not pay the interest fees. There is now a $ XXXX balance on the account. Im sure they have also reported past due payments to credit bureaus and disputing those negative reports is next on my to-do list. 

I called today, XXXX, to speak to someone at Capital One about these incorrect charges. Because I have a new phone number / cell phone ( switched carriers ), they could not verify my identity or help me with the problems on my account. They tried several ways and were not able to reach my phone. I tried to change my phone number on the Capital One website and could not do so. Therefore, at this moment, it seems I have no way to speak to someone who will be able to help me. 

I have outlined, in a written letter, the actions I expect Capital One to take to correct my credit score and close this account. I am contacting the credit bureaus, the XXXX XXXX XXXX, and consumerfinance.gov with all of this information.

Company response to consumer: Closed with explanation