Consumer complaint received 2017-10-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I was never notified by XXXX XXXX that my XXXX Credit Card was transferred to XXXX. No email or XXXX mail. I used the card in XXXX to make XXXX and birthday purchases. When I went to login at XXXX it was then I realized I had to register with Capital One. When I went to get my card as I put them up with other business information I could not locate the card or my other cards. Keep in mind it can be verified that through the end of XXXX 2017 to XXXX 2017 due to someone not reporting a bed bug issue in the building which I live I had to pack up like I was moving four times so that my unit as well as others could be treated. It was a rough time and my husband and I threw some things out but sadly we had some things stolen. So I checked my XXXX account to be sure there was not any purchase made by me and there was none. So I contacted Capital One explained to them that I did not have the physical card and need it replaced. I gave them my DOB, my Social Security number, name, address and phone number and the last four digits of my card as it appears on my account when XXXX assigned me the credit card. They said they have no record of my account. I called at least ten times. They would not connect me to their fraud department as I was concerned there was perhaps an account discrepancy. They told me to just relax and wait for a bill. XXXX said not to worry about it my account was fine and if Capital One lost my account not to worry Capital One still had to pay them. I wanted to know whom I pay then. I called a local XXXX to see if I could return all I purchased and was told since Capital One had no record of me they would not be able to take it back, but I told them my online account proves who I am, my purchases and shows my XXXX account. They told me deal with Capital One. I even called my local police to report possible fraud by Capital One but was told to just wait and see what happens. I have proof of all I state and kept logs of whom I spoke to and I have exhausted all my resources trying to get to the bottom of this. I also filed a report against Capital One at the Better Business Bureau. All I am seeking is to pay my bill but it looks like XXXX does not care about it and Capital One has never contacted me back after I faxed XXXX in XXXX XXXXs, Illinois the information requested of me. Nothing. I asked that they open an account since they lost mine from XXXX XXXX obviously so I could pay my bill and their response was they could not do that. Again I asked to speak to their fraud department and was told no, no fraud was committed that they had some problems back if XXXX of 2017 with XXXX accounts. That was no help to me and no help in me seeking to pay for what I purchased. They are not honest at Capital One. XXXX has not retained any XXXX accounts nor sent some to another bank. They assured me all accounts went to Capital One. Capital One has screwed up to put it mildly and it wo n't be at my expense. Please help me resolve this so I can pay my bill in a timely manner. Also as a sidebar, I noted they did not report my card to any of the three major credit bureaus. I realize that sometimes some companies choose not to and according to Capital One they said that was good. I am not so sure I believe the later or anything XXXX is telling me. Please help me find a resolution to this. It is insane.

Company response to consumer: Closed with explanation