Consumer complaint received 2022-02-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid 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:
I opened a new venture XXXX credit card and added authorized users. The cards for the authorized users were sent via XXXX and left at my outside my doorstep. Unfortunately they were stolen and fraudulent charges were made. I called to repor the fradulent charges as soon as I saw them on the account. I asked for the customer service to send my replacement credit cards via USPS so it will be delivered to my mailbox which requires a key for access. They sent my replacement cards through XXXX and not USPS liked I requested. The mail was left at my front door, and they cars were stolen again. Due to these fradulent chargers that was out of mycontrol, capital one made the decision to close my account without my knowledge. I am a loyal customer with excellent credit and payment history. When I spoke to their customer service, I was informed that they can not help me open a new account. They instructed me to apply for another account online which will generate another hard credit check and negatively affect my credit score. They also informed me that I may not get approved for another card. They said they are not able to help me any further. All of the points I've accumulated will be forfeited. It is frustrating considering that I am in good standing with this company that they were unwilling to provide guidance or help mend a situation that I had no control over. I am being reprimanded for their mistake in sending the card via XXXX when I specifically requested they be sent through regular mail so it will be delivered in a secure, locked mailbox. When asked if there was anyone else I can speak with or send an email to in order to help resolve the situation, they replied no, they will not able to escalate my situation further and their decision is final. Again as a loyal customer in good standing with their company I expected them to be more helpful in assisting in finding a resolution to my case. Unfortunately, this was not my experience. Instead of taking the time to perform a through investigation, they made the decision to close my account, as a result I lose the rewards that came with the credit card. There is no assurances that I will be approved for another account or that my rewards can be transferred to that account. In order to get consideration for a new account I am required to go through the application process all over again which involves a hard check on my account, decreasing my current credit score that I worked hard to maintain at a high level. They are not considering how this negatively affects me as a customer. I was not given the option to delete my authorized users ( who's cards were the one stolen ) and maintain my account as the primary cardholder since my card has not been compromised. I am thankful to have systems in place to protect my identity, but in this particular case it appears that I am being punished for a situation that is out of my control. Fraud protection is in place to help customers and lenders equally. In this situation it appears to benefit the business ( Capital One ) by allowing them to forfeit the earned points and save time from doing a thorough investigation and coming up with a better resolution. It puts the blame and the negative consequences to the customer. I hope to find a better resolution to my case that will work for both me and Capital One.

Company response to consumer: Closed with monetary relief