Consumer complaint received 2016-06-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I hesitate to take the time to write another review after the hundreds of bottom-scraping reviews of Capital One credit cards that are already online. However, since people have different situations maybe this review pertains more to you. 

Background : My credit score is XXXX out of a possible XXXX. I 've never once had a late payment to anyone over the past fifty years. I 've recommended Capital One many times to friends because they do n't charge 1 % for charges overseas. 

My reward for the customer loyalty is utter incompetence on the one occasion that I 've had a problem. Capital One 's Fraud Department is grossly incompetent. 

Brief rundown after more than two weeks of daily phone calls : 1. Despite obvious fraud ( {$15000.00} at an XXXX XXXX halfway across the country from where I live ) Capital One did n't catch this. There was no credit warning. I found the charges online and had to call them. They took all my information and shut down my account saying the case would be addressed within 72 hours and that I would receive a phone call. 
2. No phone call. When I called them after 72 hours nothing at all had been done. There were no notes in the account of anyone in the Fraudulent Fraud Department having even looked at the issue. They then told me that to initiate the investigation I had to drive 45 minutes to my bank and have the bank manager call them to identify me. I did that. Capital One then told the bank manager that I 'd received incorrect information and that I had to email them a copy of my driver 's licence. 
3. I emailed them my driver 's license and waited another 72 hours. Again, no one called. I called them. After many long holds I was told that the driver 's license was n't what they needed. I needed to find my original Social Security Card from XXXX years ago and send them a copy. 
4. I did send them a copy of my SS card along with a bill stating my name and address. Another XXXX hours and no contact. I called them back. 
5. They then told me that the SS card and bill were not adequate, so I needed to drive to the bank and have the bank manager call to identify me. See # 2 above. Second trip to the bank. 
6. The bank manager called Capital One. They took his number at the bank and said they would call him back at that number. Forty-five minutes ; no call. The bank manager called back. They had copied down his number incorrectly. 
7. They said that they had contacted me through a text to my phone. I had told them previously that the thief had also stolen my phone number. Capital One insisted on texting information on how to gain access to my account to the THIEF. I asked several times for them to take my new phone number. They refused to take the correct phone number. 
8. Their phone lines drop calls constantly and they will not allow you to speak to the person who just spoke to you, nor will they take your phone number, so you start the process over time and time again. 
9. When I finally got someone competent on the phone his first reaction was that he was stunned. He could n't believe what had happened, beginning with no fraud alert on an obviously fraudulent purchase and ending with the fact that no one in the Fraudulent Department had taken note of which purchases were fraudulent. ( This was at least the tenth call. ) So he took note of the problematic charges and STARTED ANOTHER 72 HOUR INVESTIGATION. 
10. He did issue another card finally, which I will close as soon as I extract my rewards points. However, he also shut down my online account. I need to login again when the new card comes for security reasons. The problem is that Capital One has taken so long that I have a payment due in two days. I asked the Capital One employee what to do and his suggestion was to pay off the {$15000.00} of fraudulent charges made by the thief, hoping that it would be refunded whenever the Fraud Department completes many more 72 hours reviews in which they

Company response to consumer: Closed with explanation