Consumer complaint received 2017-06-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To Whom It May Concern : My name is XXXX XXXX XXXX and I would like to file a formal complaint against Capital One. Capital One mishandled my personal information which allowed my account to be compromised and my account was left vulnerable to be hacked and misused my scammers.
The problem that I am having is that even though I contacted Capital One on several occasions and alerted them that my account had been compromised they still allowed the scammers access to my account. I alerted Capital One via telephone and spoke with an agent and described in detail that my account hand been compromised. It was suggested that I add an extra security measure of changing my username, password and security questions and I followed their advice. On XX/XX/XXXX an agent cancelled the card that I had at time that was shown to have been used in the XXXX ( which I have never traveled to ) and a new card was issued to me. However, before the new card arrived the scammers contacted Capital One and was able to change all of the information on my account. Even though Capital One was alerted that my card and personal information had been compromised and misused by unauthorized users, they allowed the scammers to change all of my account information, the name on the account, username, password, security questions, etc The name on the account was changed to XXXX XXXX. I have never come in contact with a person of that name and since I have had the account since XX/XX/XXXX I have been the only authorized user on the account. On XX/XX/XXXX, I again called Capital One and I was informed by an overseas agent that my account information had been changed again, a new card issued and that there had been an unauthorized transaction of {$2500.00} on one of my accounts and {$400.00} the other account. I again attempted to add more security to my account and for the account to have strict password protection. But, even after all of my efforts, additional cards ( # 4,5 and 6 ) were shipped out by XXXX I believe there is a language barrier with the overseas workers because I can not fathom how all of this activity was allowed on my account especially after I informed Capital One that there was fraud on my account. Moreover, Capital One and their agents continued to assist the scammers my not protecting my account once I begged them too. They even continued to send out additional credit cards to whomever after I requested them to stop sending anymore credit cards. To support my case, I have records from all three credit bureaus, the DMV and the IRS that shows that my address has not changed. Does Capital One have a fraud detection of some sort to protect their customers? At what point does the organization feel the responsibility to their customers to let them know that their personal information is being changed and altered by unauthorized users? Is it really that easy for someone to hack accounts and change your personal information on an account that youve had for years and never changed this information before? Also, I do not understand why Capital One continued to send out new credit card for my account after I informed them of the fraudulent activity. Lastly, it was very stressful working with overseas workers from Capital One. They do not have a strong grasp of the English language making communication very difficult and painful. I feel tormented by Capital One and I am the victim in this case.

Company response to consumer: Closed with explanation