Consumer complaint received 2017-10-26
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: Problem during payment process

Complaint:
In reference to and adjunct to my complaint against XXXX - Capital One, XXXX, I was called the day after I filed the complaint on XXXX XXXX, XXXX. Tuesday, XXXX XXXX, XXXX I received a call from XXXX, ID # XXXX on instruction from the Fraud Department to notify me that because I used my credit card in good faith and tried to get to the bottom of why they could not locate my XXXX Account as my purchases went through without fail - I was told by XXXX that they could not find record of me in their system that they had problems assimilating accounts from XXXX Bank into their system. This call as all calls was recorded. She proceeded to tell me the other person with my same name but different information and state was working with fraud and because of me they were able to credit her card back. When I asked about my purchases and how I could pay them she told me the Fraud Department wrote them off. Then she told me BUT if I wanted to pay my bill I could and that basically they set up an account for me that I would get no access to or receipts or billing from, but would put in the memo of a money order or cashiers check this account # XXXX. I was told I could pay as much as I could afford. When I asked her if she knew what I owed she said no, so I told her what I owed and asked her if the fraud department wrote off my debt then why would they set up such an account. She stated it was because XXXX ID # XXXX had indicated my concern about paying my bill, however she then again told me that I did not have to pay if I did not want to. I recapped the conversation and asked for this information in writing and she said it would have to come from the XXXX Offices. The address to make the payment was XXXX Capital One XXXX. XXXX XXXX XXXX, NC XXXX. I told her I would have to speak to an attorney before I made any decision on payment because if it was written off what I purchases it made no sense to set up this account. They could not find my account. 

On Friday, XXXX XXXX, XXXX I was contacted by XXXX XXXX ID # XXXX regarding my first complaint referenced above. We went over all the information regarding the problem. I spoke to her today on XXXX XXXX, XXXX and she is still pulling tapes to listen to as I gave her the log of whom I spoke to. I originally was not going to tell the CFPB about the so-called account and told XXXX XXXX that today but upon further thought I believe it should be told as I am not comfortable anymore with Capital One. They tape our conversation but I was denied my request to also tape it as " their policy not to allow that or she ( XXXX XXXX could not speak to me '' and two she was still waiting to hear from XXXX regarding telling me that my account was written off and I owe nothing but I could pay to the so-called account above " if I wanted to. '' XXXX XXXX appears to be a good person and concerned but she works for Capital One. I am concerned about the fact that they have defrauded me by losing my account, then telling me they wrote off what I owed XXXX as it was not my fault, that I was " helpful '' to them clearing up the other persons account who has my same name, but even though my purchases are written off I could still pay " if I want to. '' I am making this record because I am concerned they will delete their phone records and or tamper with them to descise the deception already going on here. This has caused me emotional diress and physical diress. No one person should have to go through this. XXXX XXXX will contact me next week, Thursday, XXXX XXXX with an update. But only she can tape the conversation. I will have my husband present as witness as I seem unable to protect myself. I believe there is some kind of cover-up going on. 

I feel truly used, abused, and defrauded by Capital One and XXXX.

Company response to consumer: Closed with explanation