Consumer complaint received 2021-06-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On, XX/XX/2021 I received a letter from Capital One regarding my XXXX XXXX Credit Card. It stated that they had put a hold on my card. I called that day and was unable to receive information on the card, unless I sent them a copy of my Driver 's License, Social Security Card and a Utility Statement. I explained that I was not comfortable sending this information as I am already a victim of identity theft. They stated they could not give me any information. I requested that they close the card and told them I was cutting the card up. They stated again that they could not close the card unless I sent them the copies they requested. The last statement I received on the account was XX/XX/2021 which at the time showed a negative balance on the card of $ XXXX. On XX/XX/2021 we were reviewing our personal checking account and saw that a {$300.00} transfer came out of our account and went to Capital One. We called to question the transaction as we did not authorize this to come out. Again the individuals with Capital One stated they could not release the information without the copies of the cardholders Social Security Card, Driver 's License and a Utility Statement. XXXX who was the Customer Service Rep with Capital One stated there is a balance of {$400.00} on the account. I requested a statement showing this. They stated they could not provide that without the requested documents. I informed them that I was turning this over to the Attorney General 's Office. They stated they did not care as they were a large company. I called my daughter who then came to assist. We called Capital One again and requested to talk to a Fraud Manager. We spoke with a XXXX. XXXX stated that they could not give any information on the account without the documents. My daughter explained that we would not send copies of the documents in an unsecure manner and requested that they send the request in writing to the cardholder. XXXX stated they could not do that. My daughter also requested that a statement be sent to the cardholder which is me so that we would know what charges are on the account as we have not received a statement since XX/XX/2021. My daughter also explained to XXXX that since the cardholder requested the card be closed that if transactions that took place after the request and if they were not done by the cardholder that the cardholder would not be responsible for those charges and that they are also required to send a statement on the credit card account showing the charges and balances owed. The information they are requesting is private information and their should be other ways they could verify that I am the cardholder without having the physical copies of my information or their should be a secure method to send them and this should be a request that can be given in writing. We would like the CFPB to investigate the company and their privacy methods, regulation compliance. I will be disputing the {$300.00} charge that they took out of our account as well.

Company response to consumer: Closed with explanation