Consumer complaint received 2020-10-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have been a Capital One client for years. In XX/XX/XXXX, I applied for their new XXXX XXXX that rewards travel purchases. I was not informed the account was approved, and I never received a credit card. 

In XX/XX/XXXX, I happened to notice the XXXX account when I logged into my other credit card account. I called Cap One and was told that credit card had been returned to Cap One. They offered to XXXX XXXX   me a new card -- even though I was traveling in XXXX. 

Capital One ACTIVATED the credit card before it was mailed to me across the border. It arrived opened! It had been opened and inspected by XXXX XXXX. There was a bright sticker attached to the card indicating it had been " activated '' and was " ready for spending. '' What a way to compromise my credit! 

I immediately made one travel-related purchase to secure the signing bonus and called Cap One to close the compromised account. I was told I needed to keep the account open for 90 days in order to receive the reward. In order to prevent my credit card from being used by any number of people who had had access to this ACTIVATED account, I requested that Cap One put a restriction on the account. That meant that any time I wanted to use it, I'd have to contact Cap One first and get the restriction removed. Needless to say, I never used the card again.

I asked Cap One to close the acct after the bonus was posted. I destroyed the compromised card.

Apparently, the account wasn't closed as I had requested. In XX/XX/XXXX, I saw on-line that I was charged {$95.00} for the following year 's annual fee. Why would this fee be levied on an account that I had requested be closed? And why would it be levied 3 MONTHS EARLY? The account had been activated in XX/XX/XXXX! 

On XX/XX/XXXX, I called Cap One and spent 3 hours on the phone with various agents -- none of whom had the authority to reverse an annual fee and issue my signing bonus, as promised in Cap Ones marketing of the Venture card.

I also was told that the only way I could fully redeem my bonus was to use the credit card -- which I had destroyed because of Cap One 's egregious error of sending an activated credit card overseas. 

So, on XX/XX/XXXX, I emailed Cap One 's Director of Complaints,  who is a member of the executive team. No response. I emailed again on XX/XX/XXXX. No response. I emailed again XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. No response, not even an acknowledgement. 

In the meantime, the prematurely levied annual fee XXXX {$95.00} XXXX was incurring $ XXXX/month late fees and interest. 

On XX/XX/XXXX, I emailed CEO XXXX XXXX directly. No response. I also emailed the PR Director XXXX XXXX. No response. 

Finally, on Friday, XX/XX/XXXX, I received a phone message from an agent in the Executive Office ( XXXX XXXX ). As he doesn't work on the weekends, I called back on XX/XX/XXXX and left 3 messages. No response. In fact, over the next 4 days, I called and left a total of 8 messages. No response.

I emailed the CEO XXXX XXXX again on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I emailed XXXX XXXX again and cc 'd XXXX XXXX, XXXX XXXX and XXXX XXXX. No response. 

I've left several posts and comments on Cap One 's XXXX page. No response. 

On Friday, XX/XX/XXXX, I received a phone message from another Exec Office agent ( XXXX XXXX XXXX ), who also doesn't work weekends. I've left 4 messages for him this week. No response.

I'm so frustrated! I've been a happy Capital One customer for years. So, I'm baffled that no one in their Executive Office is willing to correct a mistake of Cap One 's own making.

I want the premature, unjustified annual fee -- and all of the interest and late charges added to it -- reversed. I want the full value of the signing bonus they promised in their promotion. I want this account closed. And I want my credit reports noted that Capital One was responsible.

I hope you can help me! Thank you!

Company response to consumer: Closed with explanation