Consumer complaint received 2023-08-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX, I applied for a CapitalOne Quicksilver card to improve my credit score. I was approved for the credit card. It did not arrive within the 10 expected business days. The application slipped my mind, but then I noticed about 30 days later that it appeared on my credit report. I called to inquire about the card, and was told a new card would be sent. 
It never arrived, but on my next credit report I noticed the card balance was maxed out. I had an {$800.00} limit. This was also during a time where USPS mail fraud was high. I called to report fraud, and was told the charges would be erased and a new card would be shipped out. I never received a new card. I continued to call over the next year, requesting the fraud be removed, and at this point, that the card would just be closed entirely. Different customer service agents communicated repeatedly that I would see this removed from my next credit report. At no time during the process did any agent agree to give me a case number ( which I asked for, or seemed to have any notes on my prior calls ). I would call intermittently ( typically monthly ) as I would check credit karma and myannualcreditreport ( again in XX/XX/XXXX ) to see if the card was not showing on my credit report. At the same time, it appeared either CapitalOne had done something in the system to not show delinquency, or that the person in possession of the card was making minimum payments because it never showed delinquent. So, no card in my possession, but it was maxed out, overlimit, but paying on time. My annual free credit report verified this was what it was showing again a year later in XX/XX/XXXX. I filed disputes through XXXX for this card 's activity. In XX/XX/XXXX, I got ahold of an agent who said, " well if this was fraud it would have been reported earlier, '' - essentially accusing me of lying and implying there were no previous case notes. He did not do anything to try to resolve the fraudulent charges, even though previous agents communicated repeatedly that the approximately {$800.00} in fraud charges would be removed. This is a UDAAP violation, since these charges are fraudulent and prior agents said this would be addressed. He did tell me the card would be closed, however. It was not. When I saw the credit report did not reflect a closed card I continued to call again, approximately monthly. On XX/XX/XXXX, the agent I spoke with said the old card would be closed and a new card would be reissued. However, instead of eliminating the fraud and closing the original card the agent reran my credit. I have a new hard inquiry from the date of that conversation, BUT I NEVER GAVE PERMISSION TO DO A NEW CREDIT PULL. I asked that the missing card with fraud be resolved and replaced. I did receive the new card. Now my credit report is showing two open CapitalOne cards- one that I have in my possession that is 2 months old ( I am actively using this to try to increase my trade lines and improve my credit since the fraudulent card is negatively impacting my credit score ) and the card from XX/XX/XXXX that I never received and am not able to get closed despite attempting to work with CapitalOne on at least a dozen different occasions. Please help resolve this situation- thank you!

Company response to consumer: Closed with monetary relief