Consumer complaint received 2020-05-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Around XX/XX/2020, XXXX XXXX NY system informed me that they couldn't replenish my account due to the inability to transact with the assigned credit card. I found out it was Cabela 's Club card, issued by Capital One and serviced by XXXX. 

I called Capital One ( " CO '' ) and learned that card was made inactive - in my dictionary it meant " closed '', although CO argued that classification - due to the need to verify my identity. I responded that I had had Cabela  's card for 19 years and no problems were discovered. My payment record was spotless. 
CO claimed that there was some discrepancy in my SS # on the record with CO. As it occurred, Cabela 's organization merged with Bass Pro Shops, and issuing bank had been switched from XXXX XXXX XXXX XXXX to CO , and servicing company form XXXX  to XXXX  . Something went wrong and, apparently, CO exercised very peculiar kind of due diligence - first froze the account and then asked questions. No word of apology. 

When I called CO, I was connected with Fraud Department. It was demeaning - I am no fraudster - but I had to deal with them. They said that they needed to confirm my SS # and demanded copy of my SS card. I raised objections, since it is well established by law - in the state of NY as well - that only certain governmental organizations and employers may request copy of actual SS card. 
OC basically responded that it was their " policy ''. When I pointed out that CO 's policy contradicted the law, their answer was I either provide them with the copy or my account would be closed. I got caught in the situation when somebody's negligence or error required my action to remedy that. I strongly objected and said that I didn't want to deal with them, I just wanted my Reward Points to be refunded to me and they could close the account. They said that it couldn't be done because my account was " not in good standing ''. I for explanation and I was told that since the account had been " deactivated '' it is considered to be not in good standing. Well, CO was trying to steal my money! It irked me, but I was talking to the wall. To make the story short, I was forced to provide copy of my SS card. And I did on XX/XX/2020. 

In XX/XX/2020 I called CO and asked about the status of my case. I was told that my SS card was nowhere to find. I agreed to fax another copy and I did. 

In XXXX I received a letter from OC dated XX/XX/2020 ( Attachment 1 ). Page 1 is telling me that my account has been " restricted '', because I hadn't provided information or documents I provided could not be verified. Letter says that required information was " Cardholder 's SS # ''. Well, I filled out attached Fax Cover Sheet ( Attachment 2 ) and faxed copy of my SS card THIRD TIME.

Fax confirmation sheet indicating 3 faxes to OC is  attached as Attach. 3. 


On XX/XX/XXXX XXXX received a message to call CO. Phone XXXX - Fraud Department again. When I called I was told that I need to send copy of my government-issued ID, preferably Driver 's License, both sides. I asked why both sides. Answer was, to run the verification against the XXXX database. I said that only law enforcement has the right to do that. They said that the law requires them to do that. I asked what laws and I received no answer. Visibly CO 's regulations took precedence owe the existing laws of the land. CO said " too bad - either/or ''. 

And that's why I complain to the CFPB. I would like to make crystal clear that I will not adhere to the CO 's outlandish demands nor I will be blackmailed into submitting documents containing my personal, sensitive information, that CO does not have any business or right to posess. 

In particular I complain about : - CO 's complete and utter disregard for the letter of law, civil rights, security of personal information, not mentioning breach of contract. 
- Abuse of authority. 
- Perverting existing federal laws for reasons unknown and without good cause. 
- Depriving me of my money in the form of Reward Points, under the pretense that my account was somehow " delinquent '', - Inconveniencing me by disabling the account without notice and without good cause. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with non-monetary relief