Consumer complaint received 2019-01-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In early XX/XX/XXXX( before XX/XX/XXXX ) I was contacted by Cabelas due to suspect fraud on my account. At that time I was told that all activity for the card was suspended. A new card was not sent at that time due to after already establishing I was the card holder the customer service representative stated that they would have to go through some process which re-verified my identity since I was traveling and was not at my normal mailing address.

Instead of playing those games after already having been on the phone with them for an excessive amount of time I declined with the assumption that the new card would be sent to my normal billing address. This was not the case and I have not had a Cabelas Visa card since then.

On XX/XX/XXXX, I contacted Cabelas by E-mail and asked how to transfer my points off of the Cabelas Card. On XX/XX/XXXX Cabelas Customer Service ( XXXX XXXX. ) contacted me via e-mail and asked if I would like the points transferred to a Cabelas Gift Card and if I wanted the card canceled. There were multiple e-mails back and forth as due to the poor customer service I experienced on the phone I did not wish to talk to them. In these e-mails it was stated they could not issue a card unless they spoke to me on the phone, In the end Cabelas sent me a Cabelas gift certificate for the value of the points on or about XX/XX/XXXX Cabelas customer service ( XXXX XXXX. ) also stated that they had contacted the Cabelas Club advocacy Group regarding the request to close the account.

On XX/XX/XXXX I received an e-mail from Cabelas Visa stating the only way they were going to close the account was if I called then or sent them a written notice. Several E-mails went back and forth trying to get an explanation as to why they needed to speak to me to close an account without any success. On XX/XX/XXXX I noticed a new charge on the account ( XX/XX/XXXX ) that was supposed to be closed due to fraud. I contacted Cabelas Visa and asked how this had occurred. I also point out at this time that their procedures for closing a card due to fraud did not seem to be working well. On XX/XX/XXXXXX/XX/XXXX, I received an e-mail ( XXXX XXXX ) stating that I would have to call in and report the charge as fraud if I wanted to do anything about it. As the charge was for an item that had been on back order, I paid the charge. This is detailed in attached Cabelas Card E-mail Chain 1 and 2.

During this time period and until the last week in XXXX  I had been traveling extensively and my primary means of communication was limited to e-mail.

At this time as I had stated multiple times that the account should be shut down as I do not have access to it as I had not been supplied a replacement card after the fraud issue in XXXX, the system where I could log in and check on the account was changed, and I did not receive a statement in the mail in XXXX, I made the assumption that the card been canceled. However in late XXXX I received in the mail a brand new Cableas Mastercard, I did not activate the card and stored it in my safe.

When I received the statement covering XX/XX/XXXX it showed a charge on XX/XX/XXXX ( {$25.00} ) against the Cabelas Visa card. I sent a letter to Cabelas the next day (XX/XX/XXXX ) with the payment stub from the statement notifying them of the fraudulent charge on XX/XX/XXXX requesting a written explanation of how the new charge had occurred and how the charge in XX/XX/XXXXoccurred that I had paid, and to have the card cancelled. I did not receive the requested written explanation of how charges have occurred twice against a credit card number after all use of the card was supposedly shut down due to fraud yet. I did receive a letter from Capitol One dated XX/XX/XXXX that stated that the card had been cancelled.

When I received the statement covering XX/XX/XXXX, it showed an additional charge on XX/XX/XXXX ( {$29.00} ) against the Cabelas Visa which was card that was supposed to have been cancelled and interest ( {$.00} ) and penalties ( XXXX ) from the previous charge. As I did not provide the MasterCard number to anyone or activate the card and the Cabelas Visa was supposed to have been closed due to fraud I was left wondering what is going on.

The following day ( XX/XX/XXXX ) I sent a letter to Cabelas/Capitol One the next day with the payment stub from the statement notifying them of the fraudulent charge on XX/XX/XXXXagain, notifying them of the fraudulent charge on XX/XX/XXXX and requesting a written explanation of how these charges had occurred and how the charge in XXXX  occurred that I had paid. I also asked why I was being charged interest and penalties on charges that were fraudulent.

On XX/XX/XXXX, I received a letter from Capitol One dated XX/XX/XXXX stating they are unable to fulfill my request through written communication and providing a phone number to call. On XX/XX/XXXX, I replied in writing clearly stating that due to the issues that started this dispute in XXXX I am not willing to and do not intend to discuss this with them over the phone. I also requested either a written explanation of either why the charges were allowed to be made or why they are unable to provide a written explanation as to why charges are occurring on an account that is supposed to be suspended since XX/XX/XXXX.

Since them I have received several e-mail reminding me of overdue payments, however none of the e-mails were able to be replied to as they were from a Do Not Reply address. I have also received multiple calls from Capitol One trying to talk to me on the phone. Today, XX/XX/XXXX, I received a statement covering XX/XX/XXXX showing additional penalties ( {$38.00} ) and interest ( {$.00} ) being charged against the disputed charges.

Leading up to this incident, I had been a holder of a Cabela 's Credit Card for several years. Cabela 's required that all fraudulent charges be documented in writing.

While the orginal charges were against a account ending in XXXX  which was the Cabela 's Visa, according to the statements I have received it appears it now also involving accounts ending in XXXX  and XXXX.

Company response to consumer: Closed with monetary relief