Consumer complaint received 2015-09-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I am trying to improve my credit score and opened a {$300.00} credit card account with Capital One.I chose them because they were advertised on XXXX XXXX and they give the cash back option for all purchases. I started using it for everyday cash purchases and using the online function to pay the bill after it would reach a point as long as I had the amount in my checking account. I stayed in touch with Capital One 's call center and had suspicion it was n't in the USA but did n't want to be labeled a XXXX. I travelled out of town to California to visit my little brother who has XXXX. While doing so I made a payment and unbeknownst to me, a family member at home who has access to my personal bank account in case I should die, removed money for their valid use without my knowledge causing my payment to be rejected. When I returned home and found out and before Capital One knew about it, I called to notify them and let them know what I was doing to remedy my balance with Capital One. Shortly there after within a few days, I received a call from some foreign sounding man, telling me my bank had refused to give him my personal banking numbers, including routing, Social Security number, address, etc. etc. He demanded I give it to him, I refused, He got irate and wanted me to email him the info, i refused, he wanted me to XXXX call my bank, I refused and politely asked him to put it in writing on official capital one letterhead. He was n't happy and started threatening that he was going to suspend or restrict my card, to which I said something to the effect of give it your best shot and hung up. My account was restricted and I made numerous ( XXXX ) calls to follow-up and resolve it. I did receive a letter telling me they suspected fraud 10 days later and that I needed to call to resolve the matter. Nothing in writing said I had to provide my personal info in writing to Capital One. I did manage to get on-line and delete my bank info for online paying of my bill. The next day I was restricted from signing into my account. The following day I could sign in. I spoke to someone in the escalation department, again, they wanted that personal info. I said no, that 's not their concern and I was using it according to the rules. i then asked, If they did not release the restrictions to close the account. They atre refusing to close my account until I Provide Them the information. I have paid it down to XXXX and they still will not close my credit card account. I have asked numerous times for the name and address of an executive in the USA that I can write to that will have the authority to close my account and they refuse to give me that. Today I just got done speaking to them and asked to be transferred to a USA call center since I was connected to a XXXX call center, again I was transferred to a " XXXX '' in XXXX. Again I did not get my account closed. This is not right and I 'm probably not the only XXXX. I suspect fraud on their side at the expense of elderly XXXX Americans. Why ca n't I follow the chain of command with Capital One and even get a name or address of a Company Ececutive that is making these policies and procedures. If it 's not an American Company that requires and has access to such sensitive information any company should have to identify themselves as such immediately right under their logo in the start of the procedure. If it 's not an American company, I would not have given them my business as a foreign country business does n't have to follow the same rules if they do n't want to, but they do get to use are laws against us when it suits them. ( sorry for the opinion, but it 's how I feel ). I request my concerns be addressed all set-up and interest fee 's be returned to me and my account closed with minimal or none affect to my credit rating.

Company response to consumer: Closed with explanation