Consumer complaint received 2016-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
There was fraud on my Capital One card back in XXXX. Since then, I found out someone was posing as social security and asking a friend in XXXX questions about me. Furthermore, on XX/XX/2016 I got a call to my google voice ( which is an unpublished number only listed on my credit card and credit union for business purposes ) telling me I was being sued for $ 1200+. Long story short, I contacted Capital One about this extortion attempt and of ALL my banks, online accounts, credit unions, etc. Capital One was the ONLY company who consistently GAVE OUT information. 

Let me clarify. I called Capital One on XX/XX/2016 and told them about the phone call for money and told them that I believe my account might have been hacked so I would like a new credit card number and to remove my online access completely. I asked also for additional security measures to be placed on my card, since the frauds knew my social, addresses, etc. I figured adding more security was essential to protect my credit and what private identity I had left. 

So, additional measures were placed and the card was sent BUT it took over 3 days, countless hours, 10+ phone calls to remove the online account. And worse, several representatives in the FRAUD department FAILED to ask me the additional security measures, and instead only asked for social/bday, which they knew was already compromised! Add to that, that one rep, XXXX in the FRAUD department even started to tell me my credit card number over the phone! If that 's not a security breach, I do n't know what is! 

Also, it took over 24 hours for the online account to be removed, whereas my other accounts understood the severity of my identity issue and resolved the issues immediately. It is 72 hours later and I call Capital One because my new card arrived and low and I call fraud department to activate the card. They tell me to verify my identity with my social, birthday but NOT additional security measures until I PROMPTED THEM! XXXX was one such rep and eventually said he would call back. Little did I know that I had my phone " do not disturb '' on and when I called back to speak to XXXX, got the run around. I was eventually transferred to XXXX, who out of the blue decided arbitrarily to make me send in a myriad of personal information. ( Because sending my DL, ss #, etc of the internet is a great idea!! ), and I objected over the security concertn. But she insisted that SHE required it, even though no other rep had. I 've now AGAINST MY WILL, been threatened by Capital One if I do n't send it, they will not release my online account or new card activation, so being forced to, I with 100 % reluctance sent it to them via a " secured '' email link. 

They tell me I have to wait 72 hours for my card to active and I 'm on business in XXXX where I have NO money, NO credit card, and they have never offered so much as an apology for the lack of security, courtesy, or protection of my account. In fact, they " sent '' a letter to my online account, which of course I ca n't access. Just one example, of the unprofessional business conducted by Capital One and dare I say, illegal give that they have failed to secure my account over the phone. I will consider filing legal action with Capital One and have already begun the process of finding a new credit card.

Company response to consumer: Closed with explanation