Consumer complaint received 2018-03-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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:
RE : Capital One credit card # XXXX Previous CFPB Complaint XXXX 1. On XX/XX/XXXX, I filed the following CFPB Complaint Case # XXXX XX/XX/XXXX compliant was to provide a transparent written documentation of Unauthorized charges on my Capital One acct. 

2. The fraud transactions took place between XX/XX/XXXX & XX/XX/XXXX *As part of that claim, I also disputed that Capital One had restricted my Credit Card account as a result of the Fraud events taking place between XX/XX/XXXX _ XX/XX/XXXX. 

I advised Capital One they had closed my account in error since the reason for closing my credit card account was factually due to the wrong information ( Reported Fraud transactions ), they are required to reopen the credit card  account. 
* Capital One refused to send me a replacement card * Capital One refused to fully explain the current status of my Credit Card & *Capital One refused to send me written notification of the status of my credit card. 
*I have made numerous attempts vio Live Chat, the CFPB and over the phone. 
*Each time Capital One has literally refused to answer any questions concerning Why they have not mailed me a replacement card and Why my account is closed. 

3. On XX/XX/XXXX I filed the following FPB complaint # XXXX 4. In the XX/XX/XXXX complaint I specifically requested answers to why my replacement card was not sent as a result of my XX/XX/XXXX Fraud report and request for a replacement card. 
As a result of the fraud it seems Capital One has restricted my account, but I do not know what type of restriction that is or when it was placed because I have not received any kind of notice explaining. 

5. Additionally, Capital One has recently restricted my online access, they have restricted me from the Live Chat option 6. As of XX/XX/XXXX Capital One has not mailed me my replacement card as required by their own contract, agreement and terms. Capital One has not lifted any restrictions caused by the fraud and has not made any attempts to answer the questions posed. 
7. As of XX/XX/XXXX Capital One has completely restricted any access for me to my credit card info Online. Therefore I can not even make payments. I attempted to find my account using Capital Ones portal by entering all my personal Information. I get a response that says No Account information could be located. 

**What is seems like and what Capital One has implied through their many responses and lack of responses, is that their security system, which Capital One touts has the best to solicit consumer confidence was unable to detect obvious spending pattern changes and payment pattern changes, which should have been detected. Therefore, refusing any accountability and ultimately covering up the security deficiency. 
To Summarize : a. ) My Capital One card was stolen and used without my permission b. ) Capital One conducted an investigation and credited my account c. ) Capital One refused to follow protocol per contract terms and Federal law, by refusing to replace my Capital One card d. ) Refused to notify me of the status with 45 days e. ) Refused me on line access to my Capital One account f. ) Refused to address why their Security algorithms did not detect the fraud activity

Company response to consumer: Closed with explanation