Consumer complaint received 2015-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Privacy

Complaint:
XX/XX/2015 I received a letter ( dated XX/XX/2015 ) that my address was changed on my account. I called back and told them that I did not request or submit an address change. When I spoke with Customer Service Rep I was told that it was changed as a result of a United States Postal Service address change done on XX/XX/2015. The Rep changed my address back to the correct address. The Rep advised me to call Fraud Protection tomorrow because they were currently closed. That night I also called the USPS and spoke with someone who informed me that there was no record in their system that my address was changed. If change was done on XX/XX/2015 it would have shown up in their system by now. XX/XX/XXXX Called Fraud dept, spoke with woman and told her that the previous person I spoke with did not verify my password before discussing my account, she made a special notation on account prompting password verification. Password placed on my account on XX/XX/2015, after being made aware that fraudulent activity incurred on XX/XX/2015, and is not being utilized. I called back to notify company that the XXXX had no record of address change and asked again What prompted the address change? No results after that phone call. XX/XX/2015 spoke with XXXX XXXX XXXX from USPS and verified that no address change placed in system. Called Credit Card company back XX/XX/2015 to further try and understand what exactly prompted the address change, so far information was confusing. Was transferred to " XXXX '', after a brief research, I was told that a person in the collections department authorized and address change on my account 15min after previous Fraud Case closed. Question the timing for the case being closed and the phone call being made into company to the same department. Customers usually call Customer Service not Collections. I asked her how a person can call in and change info on my account without verifying my password? Was placed on hold and when she came back she informed me that they " are not required to ask for the password ''. But as of XX/XX/2015 a special notation was placed on my account that stated that the password must be verified. I questions why was n't that put in place when I placed the password on the account in the 1st place back on XXXX? Again the response was that they are not required to ask for password, but they will from now on because of the special notation. No resolution after that phone call. Wanted to speak with Fraud Dept but they were closed. XX/XX/2015 Called again to speak with Faud Dept regarding matter, was told again that address change was from USPS, I had to tell them again that I spoke with XXXX there was no record of address change. Was transferred to Cust Serv Manager who informed me that it was not from USPS, that there was a notation on XX/XX/XXXX at XXXX that someone called in and were unable to verify account password. However the address change time was noted to be XX/XX/2015 at XXXX. Confusing ... What compounds the situation is that the address was changed to a known fraudulent address ( police report made previously ) even though the person calling in was unable to verify the password. Information ( address of customer ) being changed on account even though person calling in was unable to verify password is unacceptable. I spent hours calling in on multiple days speaking with multiple personnel to try and find out what exactly happened and still am not XXXX % certain why address was actually changed. I was not able to get an answer. The closest answer I was able to get was from " XXXX '' in the Fraud Dept stating that in his opinion with his " years of experience '' sounds like human error. UNACCEPTABLE!

Company response to consumer: Closed with explanation