Consumer complaint received 2023-03-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX Capital One XXXX XXXX XXXX XXXX XXXX IL XXXX Card # XXXX XXXX XXXX XXXX A recap of what has happened on this account : I opened the account XX/XX/XXXX, and had made all payments timely. On or about XX/XX/XXXX, I received a call from your fraud department and was asked to verify recent transactions. I did so and the Rep stated all was OK. When I attempted to use the card again it was declined. I called customer service and the call went to your fraud department. Again I was asked to verify recent transactions. All was fine the Rep said. 
I attempted to use the card - again was declined. I called in and the call was answered by fraud dept. Said he wanted a copy of my drivers license- I refused- told them I was elderly and had been adised by multiple sources never to release my drivers license. Asked if there was any other method- he said no. 
I asked what the fraud consisted of- said he couldnt tell me- asked if there was an investigation- he didnt know- asked if I could just get a new card- he said not without providing my license. 
The card was RESTRICTED at that point. I had an interest free balance due in late XXXX or early XXXX. 
Since I really didnt need the card, I just decided to make monthly payments when they came due and pay the balance due at the end, which I did. 
After final payment I received a statement showing {$120.00} in interest due. I called your Customer Service number ( XXXX ) on the card but it was answered by the Fraud Dept. I explained that I ddnt owe the {$120.00} but he said nothing he could do. I asked to be connected to Customer Service- said he could not do that. 
I realized that my phone number and card account number were programmed to go to Fraud instead of the Customer Dept., so I called using my other phone and gave no account or SS number- I stayed on until it was answered by a nice lady with a foreign accent- she said she had no access to my account details with the the exception she could see the balance. Again my attempt to discuus my account with your Customer Service Dept failed. 
As you see I was unable to discuss my account as to payment due or lack of notice on my interest free balance due date. 
Although Capital One has my e-mail, phone number and home address on record, you made no attempt to get in touch to discuss and remedy the matter. You constantly send statements to my home and e-mail knowing I cant contact through the phone numbers provided. 

I wrote and sent a letter to your XXXX XXXX XX/XX/XXXX but no response. 
I wrote your Dispute XXXX XX/XX/XXXX but no response. ( letters attached ). 

Found a number ( XXXX ) on the reverse of a bill you sent and I finally got to Customer Service. Lady said she had to switch me but I got her to listen to the whole story- she was very nice and was sure she could help me. Told me to wait and she would try to find somethig out. 
Said she thought everything fine now and she put me on the phone with Fraud. 
The guys name was XXXX XXXX he reiterated the same old crap- I asked to be put in touch with Customer Service so I could make an arrangement to close the account- said he could not. 

I then inquired as to what was fraudulent and why no investigation. His answer was there were many scenarios- one being that I was deceased and a relative might be wanting to use the card since my credit was good and keep using long after my death. At that point I relized things were hopeless. 

I state the following : 1. There was never any fraud.

2. Never an investigation for fraud.

3. Negligence on the part of Capital One to anwser my queries and contacting me. 
XXXX. Damaging my perfect credit of many years - my credit score dropped XXXX points. 
due to your actions and added a delinquency that will remain for years. 
XXXX. Your actions caused me to lose 2 properties when the preapproved mortgages were denied after the score dropped. 
XXXX. Causing undue stress on an elderly person. ( XXXX XXXX XXXX ). 

Enclosed- I. Copies of unanswered correspondence. 
2.Credit standing before and after your actions. 
XXXX. My payment record with you over the years. 
XXXX Credit Bureau report. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ky XXXX

Company response to consumer: Closed with explanation