Consumer complaint received 2022-05-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I have XXXX credit cards with Capital One. 1 is a Spark business card the other two are Platinum cards. I have had these cards for over 5 years and I have paid as agreed. On XX/XX/XXXX I receive a text message from Capital One and it says that my autopay did not go through. Strange?? I dont have my account set up on autopay. I phoned right away and spoke to a customer service rep. He looked into this and said that the error was on their side. He said that there was an autopay set up XX/XX/XXXX to post on the XXXX. I shared that I had phoned in XX/XX/XXXX to dispute a charge on my business card. A vendor had charged my card and failed to send the merchandise. What the rep thought happened was my account left open on the screen when the rep answered another call. The rep then set up something on my account instead of the person she/he was speaking to. I asked if he could see who did this? He said yes but he could not give out the name but he would speak to them. He apologized assured me that once again this was an error on their part and nothing would happen to my account there would be no charges etc. We hung up. I notice on the app that my counts are on restricted I phoned and was told that due to the many NSF returns I was on restricted I asked them to go take a look I have zero NSF on my part on any of my accounts and the one that is there is due to the error on your side I was set on autopay I explained that this was taken care of that I spoke to the rep. I was told that I made a payment on the XXXX and that there was no autopay set up. I shared that I did not make a payment and yes by mistake someone set up my account as an autopay on the XXXX of XXXX for the XXXX. I was told over and over I was not being honest and that the computer clearly states what I had done. So someone changed the computer notes. Its a good thing I have my statement because it shows this payment set up. Once I told them to pull my statement they go quiet and dont know what to say. It is clear that I have never in my history have bounced a check there has never been an issue I am a credit card company 's dream. I am told that this restriction will be taken care of. 

XX/XX/XXXX I awoke to being locked out of my computer yes it had been hacked and from the computer they broke into my bank account and took money. I filed with the FTC the XXXX and the XXXX. While at the police station on XX/XX/2022 the XXXX said to me as a courtesy to all your creditors it is a good idea to share with them all what has happened. While he was doing his part of the paperwork he said you should call some now. I phoned Capital One and I shared with the rep that I was standing in the police station I shared with them my hacking my bank account was compromised and that I was filling out the fraud paperwork but I wanted to let them know what had transpired. I shared with them that at this time ( and still to date ) my Capital One credit cards WERE NOT compromised that they looked great. The call took maybe 4 minutes. My cards are left on restriction I am unable to use them and so I phone back and I am told depending on which rep I get everything from too many returned payments, to one is too many and we cancel all cards if one payment is returned. And don't I know how to read it is clearly stated on my statement. It says nothing of the kind. I am then told that I disputed every charge on every card. I said no I did not. I said I disputed one charge on one card and the company I was in dispute with paid me which meant Capital One got their money. I am told that I filed a fraud claim for every charge on every card. I said I knew something was up because I was getting calls from my vendors saying I had disputed the charges. This became my nightmare. I never filed a fraud claim and I disputed XXXX charge. To find out through my vendors is not a good way to find out that your credit card company is disputing legit charges that I owe for. The craziest thing is they have ruled on my side with some and I owe these are legit charges. So now I go around and around with Capital One I have called at least 35 times to get this rectified and they have closed down all three accounts and there is no reason They have reported me to all three credit bureaus and my credit went into the toilet. This is not right. I have never filed any fraud charges and if that is what their agent heard while I stood at the XXXX station, their rep needs to listen. I did not authorize Capital One to dispute charges on my behalf ( except for the one in XXXX the store is Spoiled Child ) I never authorized or shared that I had a problem with their cards. In fact the polar opposite I said while on the phone with them.Something needs to be done about their reps. I feel that perhaps across cultures the way someone hears something is different. XXXX while I was filling out fraud charges with the XXXX that is the word the rep clung onto. But I would think that we would have talked longer than 4 minutes. I would think that I would have to go over what I thought was fraud. And being that there was no fraud on Capital One cards I went over nothing. I am sure the desk srgt would also say I said nothing of the sort. So how do you pick what you are going to dispute if I didn't give the permission?? I also have my phone bills showing the times I have phoned you which has been XX/XX/XXXX for the dispute on my business card.March XXXX after getting the text saying my autopay did not go through and XX/XX/XXXX while at the police station. Now since the accounts have been canceled for no reason that is true or correct I call daily. My calls can be shown on my phone bill. I also tape my calls for quality control. Let me know if you would like to hear how your customer service reps handle things and what they have to say. 

I also find it very odd that my accounts and my cards do not match what they have in their system.Look at the paperwork I have included here. Who is XXXX???? Not my cards. My Spark last four on the card is XXXX on the personal one is XXXX and the other XXXX. XXXX is the one where the autopay was set up by them not me.Of course that is now missing from their computers. I have emailed the CEO the Head of Fraud and one would think I would get a reply NO they do not care that they have shut my cards down for ZERO reason and the one they do give is not true or correct. These are some very big mistakes made on their end and now not knowing how to deal with it my accounts shut down and I am ignored and locked out of the accounts. XXXX  XXXX arrives with a letter yesterday XX/XX/2022 and the letter gives no reason why I have been closed down.and the documents that follow all they show is a card number ending in XXXX which is not mine and how " THEIR EXPECTATIONS FOR ACCOUNT USAGE VIOLATES THE CUSTOMER SERVICE AGREEMENT '' Again, this letter tells me nothing. I have no clue what they expected. Now I am getting late charges on the cards but I am locked out and I refuse to pay until this is rectified. What they have does not fall within the state or federal laws. 

This is wrong this has had an effect on my business and the fraudulent reporting to all three bureaus has hurt my credit and for no reason I pay as agreed You need to check your mistakes you have made many

Company response to consumer: Closed with non-monetary relief