Consumer complaint received 2018-09-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
On XX/XX/2018 I was contacted by Capital One about fradulent chargers on my credit cars. They were numerous and the smallest was XXXX and the most was XXXX. They helped me wipe all of those chargers except ones made to XXXX XXXX Those charges totaled {$44.00}. The associate told me they needed to reissue me a new card so they did and sent it to my residence. Before the card arrived the same fraudulent person flipped my card on and continued to make charges, this is after being assured my fraud claim was being investigated. I then called to have them freeze all online banking, diligently sought to wipe my card from any sites ir reoccuring payments. I called to see why the XXXX XXXX   persisted on my bill, after I knew I had no balance of my own for the month of XXXX at the end of the month the supervisor insisted I have to pay the XXXX to XXXX XXXX. They said in 40 days they would hear from XXXX XXXX about the investigation they were pursuing about the fraud. I payed it on XX/XX/XXXX and the capital one representatives told me they had to reissue a new card while they waited for XXXX   to respond and then they would credit me. I did not want another credit card number reissued becuase the fraudulent charges would still continue becuase my count was still compromised. They insited that I needed to wait until XXXX XXXX resolved their investigation and responded in the 40 days. I reluctantly was convinced to reissue a new card becuase they made it seem as if the XXXX XXXX was the original place of the hack and that once XXXX investigated the faurd my capital one account would not be compromised. They reissued a new card again. It was turned on again not by me on XX/XX/2018. I did not notice any charges and started to use my card makin 3 purchases over the coming statement month. I checked my online account portal on XX/XX/XXXX and noticed a charge I did not make. It was to XXXX for {$14.00} made on XX/XX/XXXX. I wa supset and tired of being assured my privacy and account was safe with Capital one. I called and they said they had reimbursed my outside account I use to pay my capital one balance with but I had not seen the money. The operator repeatedly avoided my request to close the account. She said she must first issue me a new card so that thr XXXX charge could be investigated and disputed and that she would need my account to stay open to do so. I had to repeat myself insiting to close the account and I no longer wanted to do buisness with capital one for failing to protect my account. She repeatedly avoided closing the account and insited again and again that I would have to just keep my account open and reissue a new card. I asked to please just wipe the XXXX charge that is fraud and close my account which she refused. So I conceded to assuming the XXXX charge as my responsibility and just pay it in order to get this supervisor to close my account. She reluctantly close it and I felt as if I had to fight my way out of doing buisness with them. I should not have had to face such confrontation. If I had not been a semi informed consumer thanks to websites and organizations like this one, I would have been taken advantage of. A consumer should not have to feel like they are being kept hostage as a costumer. I myself contacted XXXX after this phone call and she eventually closed my account and they then deleted the charge and closed the fraudulent account.

Company response to consumer: Closed with monetary relief