Consumer complaint received 2018-06-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I was alerted to a fraudulent purchase on my Capital One card on XXXX and was sent a replacement card on XXXX. I was unable to activate the new card and phoned Capital One. I spoke to fraud supervisors XXXX and XXXX that day and was told that someone pretending to be me had called Capital One but wasn't able to answer the security questions asked of them so my account was frozen. XXXX asked me if I'd submitted the forms of ID they had requested and I told her no one requested that of me yet and was subsequently told that the ID had been requested from the suspicious caller. She told me to go to any local bank and have the banker call Capital One with me and verify my identity. I went to my bank ( XXXX XXXX ) on XXXX and my banker and I spoke to fraud supervisor XXXX for 45 minutes who said my identity was confirmed and my account was now unfrozen and I could use the card. The next day on XXXX I tried to use the card and it was declined. I called Capital One and spoke to supervisor XXXX who said someone pretending to be my attorney had sent them a letter and that my account had been frozen again. XXXX told me to call back the next day. I called Capital One the next day on XXXX and was told by supervisor XXXX to send a letter to General Correspondence detailing my problem, confirming that I had not retained an attorney and confirming my identification with a Driver 's License and Social Security card. I sent the letter that day dated XXXX. On XXXX I spoke to supervisor XXXX who said my letter had been received and I would receive a phone call from Capital One 's legal dept. within 72 hours which would resolve the issue- no phone call was received. On XXXX I spoke to supervisor XXXX who said I would receive a letter within the next 10 days from General Correspondence which would resolve the issue - that letter never arrived. On XXXX supervisor XXXX told me I would receive a letter within the next 3-5 days from General Correspondence - that letter never arrived. Each fraud supervisor said they were unable to unfreeze my account because they were unable to contact the General Correspondence dept. that had my letter. On XXXX I spoke to fraud supervisor manager XXXX who said that there was no phone number for the General Correspondence dept. I asked him for the phone number of the department or individual who had the authority to unfreeze my account and he said there was no such person and that their General Correspondence could not be contacted by phone and I simply have to keep waiting for a letter. I asked him for his manager 's name and contact number and he said he didn't have a manager and that the phone number was the XXXX number I had been calling for the last month. Manager XXXX confirmed that it had been more than 30 days and I had received no written correspondence from Capital One regarding my complaint. He also confirmed that I have a CREDIT on my account which I can not access because the account is frozen. He acknowledged that I am unable to either use the card, close the account, or receive the money that Capital One owes me from the credit on the account.

Company response to consumer: Closed with monetary relief