Consumer complaint received 2015-08-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I received correspondence via postal vial to my physical address from Capital One credit card services stating I was approved for a credit card. From here, I filled out the application through capital one 's website and was instantly approved for a credit card with a {$1000.00} limit. The capital one credit card arrived within XXXX business days to my physical address. I activated the credit card and used it to by fuel on my way to dinner, the card worked, at dinner I attempted to pay with the capital one credit card and it came back declined. I called the number on the back of the card and was told by capital one the card was suspended due to suspected fraud, after they asked me a few personal and sensitive questions about my past, information only I would know, I answered all the questions correctly and capital one released the suspension on my account. The credit card worked so I was able to pay for dinner. The next day I was at the grocery store and attempted to use the credit card, it came back declined, again I called the number on the back of the card, answered sensitive questions only I would know and the suspension on my account was once again instantly lifted. A few days later the credit card was again suspended, so I called the number on the back of the card and was told I needed to visit my bank in order to confirm my identity. I went to my bank, XXXX XXXX XXXX, and was told the bank did not offer such a service and after speaking to a branch manager was told this sounded fishy. I contacted capital one and told them my bank did n't provide such a service, capital one requested I visit a XXXX XXXX XXXX branch to confirm my identity. XXXX XXXX XXXX told me the same thing my bank told me, they do not provide such services to confirm ones identity to capital one. Again I called the number on the back of the credit card and was told to visit another banking institution. I declined to continue searching for a bank and was told to fax capital one my birth certificate, social security card and a copy of my utility bills, I decline, feeling uncomfortable to send sensitive information to capital one and also to continue doing business with capital one. I asked capital one if I paid off the credit card balance today if I could cancel the card and they declined saying in order to cancel the credit card I would have to fax capital one a copy of my birth certificate, social security card and utility bills with my current address on them. I continue to make payments on time and have my banking information linked to the capital one website, the payments I make are much higher than the minimum payments and are deducted directly from my checking account. To date, I receive a letter from capital one once a week via us postal mail saying they suspect my account of fraud and have called many times and requested they discontinue sending such correspondence to my physical address. All I wish to do is to pay off the remaining balance and cancel the account, to date, capital one declines my requests.

Company response to consumer: Closed with explanation