Consumer complaint received 2021-09-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
. COMPLAINT to CFPB Ive had this account with Capital One since XX/XX/XXXX ( 20 years ) in excellent standing, with no adversity ever. Ive received complimentary messages and had a good relationship with Capital One. 
Recently I contacted Capital one to dispute charges on XX/XX/XXXX - {$40.00} and early XX/XX/XXXX- {$4.00}. I spoke with the customer service agents and both disputes were resolved efficiently and quickly with credits issued back to my account. ( Also, I always received notices of these and all communications by US mail, email, and my account secure messages ) Contrary to what I was told later during this deceptive tactic mentioned later in this letter. ( We cant send you any written notification ) I contacted Capital One in XX/XX/XXXX about the {$4.00} dispute, for security reasons, I mentioned to the agent that I had not received my new card. Usually, a new card is mailed out about a month before expiration date ( XXXX ). After they checked my account and saw no reason my card to be delayed, I was told it should reach me soon. Since that time, Ive made several calls to Capital One inquiring about not receiving my new card. Each time I first spoke to a polite and understanding agent who saw no reason I shouldnt get my new card. The agent would put me on hold and after a long wait, a new person would come on and ask for my Social Security # and birthdate. I wasnt comfortable giving that information and informed them, my info is available in my account. They kept me on the phone long periods of time. This behavior appeared suspicious and irregular. I was assured they were employees of Capital One. Consequently, after many calls and long waits and frustration, I was told they would not be renewing my card. I asked why I have received no written notification. Why my available credit is still available and why the card and account are still active? I continued using my card and making my payments as I continued to get messages and regular notices of perks, commendations, and thank you for being a valued customer and the manner I kept my account. ETC. During each call, I continued to ask, why have you not sent me notification of adversity and what resource was used to deny me use of my account of 20 years ( my account is still open after 60 days ) I cant use it. 
I was told they could not send me notifications, letters, or answer my questions. 

I got no answers. Next, I wrote to Capital One Corporate Office ( XXXX XXXX ) to report the suspicious activity, ( for fear of hacking and scamming ), and asked if they would please have an agent call me to allow me to give names and times of agents and to further explain my concerns of suspicious actions. I got no response. 
Consequently, I believe Capital One used deceptive, unfair, irregular, tactics that violated my rights as a consumer. I also believe they had intent to purposely do me harm by not closing my account while failing to renew. I believe they will attempt to close my account for reason of fault by me and claim no activity for a long period of time. When in essence, I cant use it because the expiration date prevents me from using it. ( Declined for date expiration ) Their action will also affect my FICA score ( down to XXXX in XXXX on Capital One ) as well as possibility make me less trustworthy to creditors. There are no adversities on my credit report. 
XX/XX/XXXX I received US mail from Capital One dated XX/XX/XXXX ( copy attached ) This letter also seems suspicious. The letter seems like a fraud and asks me to submit my SS #, Name, and date of birth. Not only do I believe my consumer rights are violated, but I also believe these actions should be investigated. I dont dare call Capital One because I fear I may not be reaching Capital One. The actions by Capital One caused me hardship as I explained in my letter to Corp. 
The normal numbers to reach Capital One are : XXXX ( my card ), XXXX ( statement ), both dispute XXXX. On the last letter of ( XX/XX/XXXX ) asking for personal XXXX I have never seen the last number on Capital One. 
I have respectfully paid the account in full. 
Can you please assist me in this matter? I can be contacted by email or phone. 
Thank You,

Company response to consumer: Closed with explanation