Consumer complaint received 2018-06-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
In about XX/XX/XXXX, I called Capital One Protection Payment Department because I received an email that my Payment Protection was being cancelled. As a result, I requested that Capital One activate my debt cancellation benefits due to my Permanent XXXX. The representative asked if I was applying for Social Security XXXX Benefits for my permanent XXXX and I informed the Capital One representative that I was in the process of applying for Social Security XXXX Benefits for my Permanent XXXX, but I had already put Capital One Payment Protection Department on notice of my permanent XXXX and invoked my debt cancellation benefits back on XX/XX/XXXX. I was told by the Capital One representative that since I had already made Capital One Payment Protection Department aware of my permanent XXXX and activated the debt cancellation benefit that when or if I was approved for Social Security XXXX Benefits all I needed to do was send in the Social Security Award Notice and my Capital One debt cancellation request would be approved. The representative also stated that they would mail me the Permanent XXXX Benefit Activation form if I wanted my doctor to certify my permanent XXXX, but I had to authorize a comprehensive medical release and based upon who ever reviews my medical records I could still be turned down so its best to send in the Social Security Award Notice for guaranteed approval. The Capital One representative reassured me that since I had activated the debt cancellation benefit prior to XX/XX/XXXX, all I needed was the Social Security Award Notice for debt cancellation approval. 

In about XX/XX/XXXX, I called Capital Ones Payment Protection Department and informed the representative that I have a Permanent XXXX and I would be applying for Social Security XXXX Income Benefits for my Permanent XXXX next month prior to XX/XX/XXXX. I explained to the Capital One representative that I already activated the debt cancellation benefit in XX/XX/XXXX and XX/XX/XXXX, but I wanted to make sure that I do not experience any problems with my debt cancellation request after the Payment Protection Plan cancellation. 

In about XX/XX/XXXX, I called Capital Ones Payment Protection Department and informed a representative that my attorney applied for Social Security XXXX Benefits on my behalf and I wanted to make sure that I do not experience any problems with my debt cancellation request after the Payment Protection Plan cancellation. I explained to the Capital One representative that I was informed that my final approval or denial for Social Security Benefits could take up to two years. Once again, the Capital One representative reassured me that since I had activated the debt cancellation benefit prior to XX/XX/XXXX, all I needed was the Social Security Award Notice for debt cancellation approval. 

On XX/XX/XXXX, during a recorded phone call I contacted Capital One customer service because the Capital One Payment Protection department phone number re-directed me to do so. I explained to the Capital One customer service representative that I was calling to get the fax number so that I could fax over my Social Security XXXX Award Notice from the Social Security Administration for my debt cancellation approval. The Capital One representative informed me that Capital Ones Payment Protection Plan had been cancelled and I had until XX/XX/XXXX to activate the benefit. I informed the Capital One representative that I had indeed activated the Capital One Payment Protection plan debt cancellation benefit before prior to XX/XX/XXXX and there should be notes in Capital Ones system about my debt cancellation activation. The customer service representative transferred me to XXXX and she identified her Capital One job title as the Floor Account Supervisor. I explained my debt cancellation benefit activation prior to XX/XX/XXXX to XXXX and XXXX stated she worked in the Payment Protection area previously. XXXX made the following statements to me regarding Capital Ones Payment Protection Plan : 1. ) They can no longer review information and the information is gone and decommissioned. 
2. ) My Capital One account did not offer payment protection. 
3. ) The Capital One Payment Protection Plan Product did not offer debt cancellation. 
4. ) The Capital One Payment Protection Plan did not have a benefit for permanent XXXX. 

I informed XXXX that : 1. ) My Capital One account was enrolled in Capital One 's Payment Protection Plan 2. ) My Capital One account that was enrolled in Capital One 's Payment Protection Plan did offer a debt cancellation benefit ( last 4 digits of my card number on the form ) and that I had the Permanent XXXX Benefit Activation Form 3, ) My Social Security XXXX Award Notice stated that my permanent XXXX began on XX/XX/XXXX until present. 

XXXX then said okay, that's what I needed to know and she placed me on hold but when XXXX returned to the call she continued to make up false reasons why I am not entitled to my debt cancellation benefits I paid for while enrolled in Capital One 's Payment Protection Plan. The phone call soon ended. 

On or about XX/XX/XXXX, I called Capital One customer service and explained all of the aforementioned information in this complaint. After being placed on hold, the customer service representative told me to fax my documentation to XXXX. On XX/XX/XXXX, I faxed the Permanent XXXX Benefit Activation Form and Social Security Award Notice to the aforementioned fax number. 

On XX/XX/XXXX, I received a generic response from Capital One regarding not being able to locate my account. 

On XX/XX/XXXX, I called Capital One customer service again to check on the status of my Capital One Payment Protection Debt Cancellation benefit request and I explained to the customer representative all of the aforementioned information I have presented in this complaint. The customer service representative eventually transferred me to the supervisor by either the name of XXXX or XXXX and she identified her Capital One job title as Senior Account Supervisor. I informed the supervisor that I was recording the phone call and I was told by the supervisor if I was recording the phone call she could not speak with me. I informed the supervisor XXXX or XXXX that I have a XXXX under the XXXX ( Americans with Disabilities Act ) and the phone call was being recorded for my memory XXXX ( in order to remember ). The supervisor stated if I am recording the call she could not talk to me. I asked the supervisor to reasonably accommodate my XXXX by allowing me to record the call so that we can discuss my Capital One Account and she refused my reasonable accommodation request and disconnected the call. 

On XX/XX/XXXX, I faxed back the information requested in the Capital One generic response dated XX/XX/XXXX. 

I will forward digital recordings upon request.

Company response to consumer: Closed with monetary relief