Consumer complaint received 2023-11-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
First initial contact of this horrible situation. On the morning of XX/XX/2023, I receive an email from Capital One stating Congrats Your new XXXX checking account is open. Since this email was timestamped at XXXX and I reviewed my emails around XXXX that morning. As I am trying to get my work day started, I went online to research Capital One customer service number. I immediately tried to call Capital One at XXXX by calling XXXX it was speaking about credit cards. So, at XXXX am I tried calling phone number XXXX and first spoke to either XXXX or XXXX both I spoke to explaining what email I received and what had occurred and I didn't not open nor authorize any checking account opening. I explained this was unauthorized and my information has been comprised. The first representative transfer to the second person to closed the account due to account opened fraudulently. I ask them can they provide me with the IP address to whom open this account initiated from but later informed me I needed a subpoena to get such information. I advise them to immediately closed this account. I was informed that it will be close and soon receive something in the mail. 

Now, fast forward to almost to XXXX month later XX/XX/2023 I am calling Capital One again because I receive another email timestamp at XXXX stating Important Account Information with the following information. 

Dear XXXX, We sent you a notification at the time you opened your new account at Capital One 360 asking for you to contact us. Unfortunately, we haven't heard from you and we still need some additional information before you can use your account ( s ). For your security, this is something that can only be done by speaking to one of our Associates.

You must give us a call soon or your account ( s ) may be closed. You can reach us at XXXX XXXX  through XXXX, XXXX XXXX  to XXXX XXXX, XXXX  from XXXX XXXX  to XXXX XXXX, or XXXX  from XXXX XXXX  to XXXX XXXX XXXX 
Keep in mind : Until we talk to you, you won't be able to make any further deposits or withdrawals on the account ( XXXX ) including any Automatic Savings Plans you previously set up.

If this is a joint account, this also applies to the joint account holder.

If we don't hear from you, we may close your account ( s ).

Once you confirm your info with us, you'll have full access to your account ( s ) again.

Thanks. 


I called this morning to Capital One again at XXXX calling XXXX spoken with XXXX XXXX XXXX XXXX  explaining to her with frustration that this account was unauthorize and this account was open without my permission and without my knowledge and XXXX month later I still have not received a letter stating this account was close which after receiving this email I see why. She repeatedly stated it is flagged I repeatedly explain to her that does not means it is closed but flagged. Flagged on account does not mean it is close, I need the account closed. I explained to her I know what closed and flagged means because I work in Risk and Compliance flagged is a warning stating something is wrong it does not mean something is closed. If the account was closed, I would not have received another email from Capital One. XXXX put me on hold and then transfer to XXXX at XXXX. I have had useless conversations today ( XXXX, XX/XX/2023 ) with both XXXX and XXXX. I explained to XXXX that I did NOT, have NOT, nor I have authorized any accounts with Capital One. I am NOT interested in having an account open with Capital One. My identity has been comprised from my initial conversation on XX/XX/XXXX to discovering this account was open I want this account close. Which I explain to them that they are jeopardizing my identity that Capital One remains to have this account open. XXXX had the nerve to stated I need to fax or mail a signature of application. I explain to her what I am not going to do is send you any information on an unauthorize account that I do not want nor am not interesting in having with Capital One. This seems to be a similar situation as XXXX XXXX opening up unauthorize checking account on several consumers.

Company response to consumer: Closed with explanation