Consumer complaint received 2018-03-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
On XX/XX/XXXX, I was notified by Capital One of a possible fraudulent charge on one of my credit cards ( I have 3 accounts with Capital One ) They left a message as I did not recognized the number when they called. I immediately checked my account online and did see a charge for {$42.00} that was not mine. I returned the call and notified them that there was a charge on my account ( spoke to XXXX ) that was not mine. In addition I notified them that a second charge of {$16.00} was listed as " FAST CARD ''. I questioned what that charge was for. XXXX advised that it was for a replacement of a lost/stolen card that was rushed out on XX/XX/XXXX. I explained I never notified them about a lost/stolen card. I asked where was this card sent. I was told it was send to XXXX Florida. I told the rep I was located in California. She further investigated and realized that my address had been changed to XXXX Florida and my email address has been changed as well. I asked her how this could happen. She said it looked like I was a victim of identity theft. and moving forward they would send a special code to my cell phone to confirm my identity. She also advised that she would change all of my accounts back to the correct address and email address and that new cards would be issued on the other accounts as well. So basically the scammer had my information on XX/XX/XXXX and requested a new card and Capital One sent them a new one ( RUSH ) and they started using the card on XX/XX/XXXX. The scammer also could see I was almost at my credit limit so they authorized another payment of {$200.00} from the previous payment on the account looking at the history. I realized this on XX/XX/XXXX when I tried to use my XXXX account and it was overdrawn. I called XXXX and reported the problem and they immediately reversed the charges and cancelled my card on that account. I called Capital One to also advise them of this {$200.00} payment being fraudulent. I also questioned the fact that the person I was talking to never asked me about sending a code to verify my identify because they told me the day before that it would be done every time I call in. The person had no idea what I was talking about. I was transferred to the Manager of Fraud and spoke with XXXX. She looked at the account and advised it was never done and she would fix it. In addition, I questioned the other 2 accounts as they were suppose to close those account and send me new cards ( which I had not received ). Well if you can believe this, the 2 new replacement cards were sent to the scammers address in XXXX Florida, after I was told all the address to my accounts were corrected. Now this is upsetting. Capital One not only allowed someone to access my information that was not me but also continued to arm them with additional information TWICE! First by sending them a card that was never reported lost or stolen by me and then by Giving them two new cards that they never had. The first scenario they were scammed, so I can understand that error but the second one is inexcusable. This is a GROSS NEGLECT of keeping my personal information protected and there are laws and fines for this. Now I have total exposure with my name and now my business because one of the accounts held a business name. This is causing me much stress and fear as to what will happen to my life in the future due to this further exposure. I have filed a legal report of identity theft and notified all credit bureaus of the problem.

Company response to consumer: Closed with monetary relief