Consumer complaint received 2022-03-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK
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:
In XXXX, my credit card was flagged for fraud while I was making a purchase for an online grocery order at XXXX. I was in possession of my card and absolutely no fraud had occurred, it was just an automatic flagging by their system. I contacted Capital One and they told me the only way that my account would be able to be opened back up was if I submitted an image of my social security card, my birth certificate, and a proof of residency ( which could be an electric bill or mortgage payment, etc. ). I should also note that I didn't even need a single one of these documents to open my card and get approved. 


At first I was apprehensive about sending all of those documents online because there have been so many data breaches among a variety of companies and I didn't want those very important and private documents floating around. After a a few days I decided to make the decision to send the documents in because I had racked up around {$3000.00} worth of rewards points that I have been saving for 7 years to take my family on a real vacation and I didn't want to risk losing those points and never getting that dream vacation. 


I started looking for my social security card and had trouble finding it, so I kept in touch with Capital One about the entire process. They assured me, on multiple occasions, that as long as I kept in touch with them and showed that I was working to try and keep the account open and fix the situation, that the 45 day time frame could be extended and that they were noting my contacts with them. 


I got a letter on XX/XX/XXXX saying that my account had been closed, which was a shock since I had been told that wouldn't happen. I tore my house up looking for the card, my parents tore their house up, and we both checked our safe deposit boxes. I was getting ready to start the process of requesting an entirely new card from the IRS and called Capital One to tell them that. The agent I spoke with said that even though the time frame had expired, she would send me a new link and I could upload the documents within a 2 week time frame. She also explained that if I needed more time, to call back and they could send a new link. 


I was finally able to meet with my ex-husband and check his safe deposit box and I ended up finding my card in there. I called Capital One to request a new link since I finally had all of the documentation they needed, and they told me there was no way to re-open my account and that I wouldn't be able to get any of my rewards points. They were gone forever. 


I have kept calling back ever since and they keep telling me now that there is nothing they can do, and no one can reverse the decision. I even asked if they could open up a new account and transfer my rewards points to the new one. That was also met with a no from the company. 


It took me the better part of an entire DECADE ( 7 years ) to save those points up with the hopes of taking my family on a once-in-a-lifetime vacation ( once in a lifetime for us, I know others are able to do this far more often ). I never skipped or missed a payment, my account was always in perfect standing, and even once my account had been flagged for fraud and I couldn't use my card, I still paid my balance down to show them I wanted to stay in good standing. I followed all of the directions they asked me to follow, the only thing I did wrong was not have my social security card on hand in the time frame they asked for ( which by the way would have been nearly impossible if I truly had lost it and had to request a replacement from the IRS due to how long it now takes since Covid has slowed things down. We waited longer than 45 days for my son 's social security card after he was born ). 


I'm looking for a way to fix this situation and be able to get back/use those {$3000.00} worth of points that I worked hard to save up. I would love to continue to be a customer of Capital One and move forward, but not without those points. And I think others should be aware that this could happen. It would be a drop in the bucket for the company ( I already earned those points anyway, they wouldn't even lose money ), but it would be almost life changing for me and my family. I'm not looking for anything other than what was taken. It appears that they manufactured a fraud flag to challenge my account and avoid the pay out of the {$3000.00} of travel points.

Company response to consumer: Closed with explanation