Consumer complaint received 2023-10-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Capital One is the worst! Over two months ago my replacement credit card never arrived, so when they sent an email to verify its arrival I responded that it hadnt. The next I heard from them was an early morning phone call ; to my wife, not me the actual account owner, who then told them to call me. Well, they then told me that over {$2000.00} was charged to my account and asked me to prove who I was to rectify the issue. They asked for a government issued id with a picture, social security card and proof of residence. I was sent a link to send the documents to which I immediately did. Next morning another call saying they couldnt read some of the docs so I sent them all again. Now two months later another early morning call to my wife from Capital One who once again asked why call her and not me. Another call ten minutes later to me this time telling me that fraudulent charges were made on my card and I needed to verify who I was again to prove that I hadnt made those purchases. They would not even tell me where, when, or the extent of the charges made tellingly me they couldnt tell me. I explained to the representative, who I could barely understand cause her accent was so thick ( calling me from XXXX XXXX XXXX, I live in the USA by the way ) that all this had been done already two months ago with all the requested documentation already sent to them. However, I was told that I needed to send them again. No reason why or explanation was given and that they couldnt answer any of My questions without the documentation. Once again I sent them all the requested documents to their secure fraud investigation site. Today my wife got called again instead of me and told them to call me. When they eventually called me ( again someone I could barely understand ) I was told that I needed to resend some of the documents because they couldnt read them ( perhaps if they had representatives from the USA they might be understandable and could read documents in English! ). I have to add at this point that I have high end equipment and all of the documentation I have sent are 100 % perfectly clear and easy enough for my XXXXXXXX year old grandson to read.Of course the exact same documentation they said they could not read this time had been received by them two months ago and verified by me ( I called Capital Ones fraud division ) that they had gotten them and were all acceptable.So here I am, two months later exactly where I started off. Lost card, no replacement, and fraudulent charges to my account.To say that Capital One is INCOMPETENT is an understatement! If I could afford it, Id take out a full page newspaper add in XXXX XXXX XXXXXXXXXXXX to let the world know how bad Capital One is.XXXX : I had some fraudulent activity on my XXXX XXXX years ago and it was immediately resolved with one 15 minute phone call and a replacement card was mailed and received within three days of the phone call.This Capital One account was only opened as a completely independent account to write checks and to receive government issued payments. 
Date of experience : XX/XX/2023 2023

Company response to consumer: Closed with explanation