Consumer complaint received 2023-11-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
XX/XX/XXXX Capital One interrupted and declined a modest retail online purchase due to " fraudulent activity flagged '' as the only explanation offered by Capital One at XXXX ( the only U.S. Ph # provided on card ). 
XX/XX/XXXX, I called Capital One and was told by call center rep that original card would be deactivated immediately ; that a new, replacement card would be issued and mailed to my residence. Capital One would not discuss nor offer any explanation concerning the supposed " fraudulent activity ''. 
On XX/XX/XXXX I determined Capital One deactivated my original card -- this was 3 days later than they had assured. The new, replacement card ( that was to have been mailed to my residence ) has NEVER been received. FYI, my mail is delivered to a steel, locked, numbered mailbox down the street and my mail delivery is enhanced by XXXX ' informed delivery service. 
Between XX/XX/XXXX and XX/XX/XXXX several calls to Capital One to check status of my card 's replacement were met with extremely rude responses that included : " ( We ) will not talk to you as you do not have a cell phone '' or " ... because you do not have a cell phone number ''. " ( We ) do not even have an address for you '' ( another false assertion ). I was additionally told " You can not /will not be able to speak to anyone else '' before being hung up on/disconnected several times. Capital One never once communicated ANYTHING IN WRITING WHATSOEVER to this credit account holder ( customer ), actions both unprofessional and unethical. I was told early on by call center rep that new card had gone out ( that was a lie ; not true ; no replacement card has ever been received ( MOST LIKELY CAUSED BY NO REPLACEMENT CARDS HAD EVER BEEN ISSUED OR SENT TO MY RESIDENCE. There was ONLY ONE CUSTOMER SERVICE TRUTH ever spoken when a call center rep advised me there " had never been any fraudulent activity '' on or related to my account. 

FYI, since accepting Capital One 's offered card in XXXX, I have maintained the Capital One credit card account : AS ALWAYS ; PAID IN FULL ( statement balance ) AND ON TIME EACH MONTH. Capital One owes me a very serious apology for their non-existent, dismal excuse for customer service, beginning with their contrived " fraudulent activity '' hype and extending through the numerous false statements made to me : of having deactivated the old card on XX/XX/XXXX when this was not handled until XX/XX/XXXX ; of assuring replacement card was sent ( when nothing of the kind had occurred ) ; when suggesting that I just needed to wait longer ( for what- pray tell? ). Capital One left their call center operators in charge of foisting abuse and disrepect upon their customers/account holders. A bad move, I'd say. 
On XX/XX/XXXX, I went into a basic, little Capital One bank location in XXXX, MD. There, customer service " ambassador '' XXXX made a phone call, then left the room ; returned and said my card would follow in aproximately 3 or 4 days ( another disrespectful and false statement ) as it is already 6 days later and there is NO REPLACEMENT CARD ( AGAIN ) AND NO ACCOUNTABILITY ( AGAIN ) at Capital One. 

It seems obvious to me that Capital One has directly caused and is responsible for ALL the above events ( including issuing and repeating false statements, making numerous false representations, hyping " fraudulent activity '' nonsense involving my account -- that had reportedly never occurred ; and failing to communicate ANYTHING WHATSOEVER IN WRITING TO THIS CUSTOMER for the nearly SIX WEEKS I HAVE BEEN AWAITING AN APOLOGY AND SOME LONG OVERDUE RESOLUTION. Seems your own organization 's poor handling and lack of oversight is the root cause of ALL your demonstrated business, practical and ethical failures. I AM WAITING SIX WEEKS FOR YOU TO CORRECT YOUR EVER ACCUMULATING MISTAKES ; TO APOLOGIZE AND TO COME FORWARD WITH A RESOLUTION WITHOUT ADDITIONAL DELAYS. Your customer service is horrifc. I am a credit account holder, a customer ( who you seem to know well enough who I am when mailing your statements each month. " Acting '' and responding in a professional manner would be appropriate for a change.

Company response to consumer: Closed with explanation