Consumer complaint received 2017-01-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
XX/XX/XXXX, I applied for a credit card from Capital One online. An email was sent to me saying they would be in touch with me. Then a letter came in the mail dated XX/XX/XXXX, asking me to call their office with the application ID number on the letter. I did so. Capital One asked me several questions they said they needed the answers to. Afterwards, the person said they had all the information they needed and my application was approved. On XX/XX/XXXX, I received an email stating my card had been mailed and thank you for being a customer. Today, XX/XX/XXXX, I received the card and called to activate it. Upon calling, I was bombarded with foreign customer service people telling me that the card had been used, that there had been identity thief with my " new just opened '' card and they could not activate the card. I was blatantly accused of not being who I said I was. They were scaring me with all off their accusations and they just kept on saying horrible things to me. I could not clearly understand the first rep because his English was horrible and I was on the phone w/him for 15/20 minutes. I hung up and called back hoping to speak with some one who spoke English well. The next rep told me that there had been fraud on the account and I asked how could that be and I just opened the envelope. I was on the phone with her for 40 mins. Capital One was the one perpetrating the fraud. They made up stories about this new card being used, accused me of wrong doing and of not being the person on the application. They kept this lie up until I spoke with the last rep. I kept pressing her to explain to me what kind of fraud had been committed and she finally admitted that there had been no fraud, the card had not been used and they just wanted me to fax or send in to them additional personal documents that were not asked for or required when filling out their application nor were these additional forms asked for a week ago when I spoke to Capital One to answer additional questions. I told them that they should have made it known on their application or during their phone interview that they would need additional documents - my driver 's license, social security card, some immigration document and something else. I asked her why did I receive the card if I were not approved, why did I receive the thank you and welcome email and why did the person during the interview state I was approved. She stated that this was all part of their process and I asked, " to lie '' about what has happened and then accuse me of not being who I say I am! She kept putting me on hold and saying, " we have a block on your card until you send us some additional documents. I asked her send me something in writing stating why Capital One needed these documents and why it was not told to me upfront that they require several additional documents before allowing use of the card, especially since they had already approved me for the card. She said Capital One did not have anything in writing to request these additional documents and she could only tell me about them. I told her that I would not be sending them anything and was going to file a complaint about their tactics. This is shameful!!! Documents attached or are available upon request.

Company response to consumer: Closed with explanation