Consumer complaint received 2016-11-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
My complaint is against Capital One. Last week, I was a victim of fraud, but Capital One was not only ineffective at addressing the issue, they exacerbated it. I found out that I was a victim of fraud when I received a number of notifications alerting me to a {$4800.00} cash-advance transaction marked DECLINED from my Capital One wallet app. When I tried to log in to my Capital One online account to learn more about what had happened, the system would n't allow me to access my account so I called the bank. 
When I called the fraud detection number, the representative asked me for the e-mail address on my account, and when I gave him my e-mail, he told me that the information was incorrect and to keep guessing other e-mail addresses. It occurred to me that perhaps the person who had taken over my account had changed the log in credentials and the e-mail on the account. When I suggested this to the representative, he asked me to upload my social security card and drivers license to confirm my identity. 
Since I feared that the very information he was requesting over the internet had been compromised, I was reticent to send it. Besides, I was at work and did n't have my social security card on me. But I kept receiving these notifications from my Capital One Wallet app saying that someone was trying to get a cash advance for {$4800.00}, and I was nervous that if the thief had my information, they could find a way to push the transaction through. So I picked up the phone and called Capital One again. Since, in all, I had already spent over an hour on the phone while at work, I did n't have time to address the entire issue with the representative. But I notified him of the alert, told him I would discuss the matter later in the day, but as it was, I asked him to put a hold/alert/whatever on my account, and that somebody was conducting fraudulent activity. 
Not 5 minutes after I hung up with the representative, I received a notification from Capital One saying that a cash advance for {$4800.00} was APPROVED. I immediately called the Capital One fraud department again, only to be told outright that the previous representative removed an alert from my account by mistake. 
The fraudulent activity only occurred because the fraud representative changed the status on my account. I would have been better off not reporting the activity at all. Even though I reported the fraudulent nature of the charge within minutes of it occurring, Capital One has added a Cash Advance Fee charge to my account ( {$140.00} ), a charge that is incapable of being removed until the case is closed ( 90 days ). 
Throughout the next 7 days and approximately 10 or so phone calls, things continued to get worse. Capital One sent out a replacement credit card that never reached me because they sent it to the thief instead. When I called to report this, they assured me that, in fact, the card did go to my house but that they would humor me and send a new card anyway. When I directed them to the XXXX tracking number that confirmed that, indeed, the card went across the country instead of to me, they continued to ignore me. They sent another card -- again to the thief ( attached is tracking info ). By sending these cards to an address I had never been associated with, Capital One continued to put me at risk, even though I had reported fraud on my account. 
Finally, Capital One claims that with a bit of patience, all will go back to normal and I wo n't have to pay anything that the thief took. But I am currently applying to take out a mortgage loan, and the {$4800.00} cash advance has significantly impacted the debt/credit ratio. I have been told that this will not change until the case is closed ( 90 days ). The fact that a charge, which I responsibly did everything to avoid, stands in the way of me, my family 's house, and a good interest rate, is infuriating. Capital One has done worse by us than the thief.

Company response to consumer: Closed with explanation