Consumer complaint received 2016-10-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
In XXXX, 2016, I received no statement pertaining to my credit card account. In vain, I attempted to phone Capital One. The response was a recording indicating my account was under investigation for fraud. Thus, I was unable to pay either the monthly due by statement or by telephone. Subsequent months ( XXXX and XXXX ), I received this same message, not by a Capital One employee, but rather via a recording. In XXXX, at last, I was able to speak with a person from Capital one ; a male who stated my account was under investigation for fraud and that I must FAX a copy of my drivers license, social security XXXX, and credit card. This I did. In XXXX, I attempted ( successfully ) to contact Capital One. I was told that the Social Security Card FAX was blurry and must be resubmitted. This, I did. In late XXXX, I received a statement ; XXXX " out of the norm '' from the usual suggesting I owed well in excess of {$100.00} for missed payments. ( Note : Maximum card amount was/is {$500.00} ) In vain, XXXX and XXXX, I attempted to phone Capital to protest this interest amount, as I had been precluded from making a monthly payment ; a monthly payment I had made, without fail, for in excess of three years. I continued to make phone calls, as well as in XXXX, writing to a XXXX XXXX XXXX noted by Capital One a response site In addition, I sent a check for the amount of {$60.00}. ( Note : Correspondence and check were dated, XXXX XXXX, 2016. ) However, in subsequent phone calls, when I queried, " Who is accused of fraud and please explain the " gist '' of this fraud complaint? ", I was told, we are unable to provide this information because " your account is under investigation ''. I, also, questioned, " Why has my check NOT been deposited by Capital One? No positive response was received ; instead, queries by Capital One consisting of when did you send it, where did you send it, how much, etc ... ... .Last week, I went to an entity of my financial institution XXXX XXXX XXXX XXXX XXXX XXXX, where an employee of this bank entity XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) verified to Capital One rep, on phone, I was/am, indeed, XXXX XXXX XXXX I was provided ( per my suggestion ) another " code '' word. When I attempted to phone the following day ( Week of XXXX XXXX ) to ascertain when statement would be sent to my permanent address, I was told, that department is busy, you will have to phone in XXXX to XXXX hours. I, again, asked about missing check for {$60.00}, and received a response, " Are you sure you sent it ; if so, it must have been lost in the mail or other possibility ( unnamed ) ... ... Then, on Monday or Tuesday of this week ( I am uncertain whether it was the XXXX of XXXX of XXXX ), when checking my XXXX XXXX XXXX XXXX account, which I generally do, on a daily basis, it was noted that Capital One had deposited the check for {$60.00} ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..My complaint/contention is I should not have to pay the stated exorbitant ( my adjective ) amount Capital One states I owe ; given that since XXXX, I have repeatedly attempted, via both telephone calls and written correspondence, attempted to obtain a statement in order to make my monthly payment ; an amount that, admittedly, I often paid the minimum amount ( {$18.00} to {$20.00} ) ; but nonetheless, was completely responsible ( i.e. punctual ) in doing. Justice would dictate, I need to resume payment, effective what my monthly payment would have been in XXXX, 2016 ; NOT an accumulated interest and late charges deemed as owed by me by Capital One. I would think Capital One, by law, must submit my payment record for the past three ( or more ) years ; which verifies my account of being punctual per monthly payment. Thank you very much for your time and assistance. I look forward to hearing from you. Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation