Consumer complaint received 2022-06-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Captial One has closed my credit card account, negatively impacting my credit standing, taken my reward points, and continues to tell me that I have no recourse, that I failed to provide proof of identity ( which I repeated provided ), and frequently turned off my card declaring that there was fraudulent activity when my purchases were consistent week to week at the same shopping establishments. 

XXXX**I last wrote them on XX/XX/XXXX requesting that my account be reinstated and, if they wouldnt do that to, at least, provide me with my never-before-redeemed XXXX reward points representing approximately {$36000.00} in purchases. They replied in the negative to all requests and could not provide a logical reason as to why I was treated unfairly. 

*****During the time I held the card from XXXX through XXXX, the frequency with which the card was shut down for routine purchases increased, my calls to resolve the issues sent me around the world to various customer centers, and it often seemed that one part of the organization could not communicate with the other, with the end result of me being crushed in the middle. I never failed to pay them in a timely fashion, paying my full balance each month. 

*****Many times I was sent to call centers all over the world and it seems that the organization is so large that one part doesnt know what the other part is doing or has done. The employees attempting to assist me were themselves often baffled. 

-- -- -- -- -- -- -- -- -- -Timeline -- -- -- -- -- -- -- -- -- - XX/XX/XXXX Capital One locked me out of the online account. 
XXXX I contacted XXXX regarding the situation ; they never responded. 
XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX 
I stated that I had not heard back from XXXX XXXX Fraud & Dispute Department Supervisor, in XXXX, employee ID # XXXX and telephone number XXXX and could she please transfer me to XXXX. XXXX informs that there is no way to transfer me or to leave a message for XXXX, the supervisor I was speaking to on XX/XX/XXXX, who informed that I would get a call back regarding the status of my card. Transferred to XXXX in XXXX, XXXX. 

XXXX XXXX, XXXX XXXX p.m., XXXX XXXX XXXX XXXX XXXX XXXX informs that there is no way to transfer me to the XXXX office and XXXX the supervisor that I was speaking to on XX/XX/XXXX. I told XXXX my whole story again. XXXX put me on hold to speak to a Senior Account Specialist. XXXX returns and informs that the Account Manager said that before the account was restricted, it was closed already. Informed that after providing my identification verification on XX/XX/XXXX, I had made charges in XXXX and XX/XX/XXXX. I was told that a note in my account said that it could not be reopened. I asked if I could at least obtain my reward points. XXXX placed me on hold again to check with the Rewards Department to see if that could be processed. XXXX returned to inform that since the account is closed, the reward points can not be processed. I asked for an address where I might send a letter with a final request ; after searching, XXXX told me that they had a lot of departments and a lot of addresses and could not find an address where I could submit a letter. Again, another very nice customer service rep, very apologetic, but no results. 

XXXX XXXX a.m., XXXX, XXXX in XXXX XXXX asks me to wait on hold while he calls Fraud Division, after I explain that I had attempted to use the card today at a XXXX gas station I always go to and it did not work and that based on my call on XX/XX/XXXX during which I again verified my identification, I expected that the matter had been resolved since I had not heard back. Transferred to XXXX, Fraud Account Specialist, in XXXX. 

XXXX XXXX a.m. XXXX a.m., XXXX XXXX Fraud Account Specialist, in XXXX XXXX I tell my story. He says he would be upset, too, and sees where I called on XX/XX/XXXX to verify my identification. I state that I had provided uploads of my drivers license on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and also back in XXXX. He informs that there is a note in my account that the account can not be reopened even at my request. He explained that the account had already been reviewed for reopening. I stated that I was baffled and that this would adversely affect my credit and that I had reward points. He confirmed that I had points and that I had never redeemed any of them. He informed that the account had been closed for restrictions and inactivity, but that it appeared to be normal activity with no return payments, etc. He would escalate to his supervisor and I was placed on hold while he explained the situation to her. Transferred to XXXX XXXX Fraud & Dispute Department Supervisor, in XXXX. 

XXXX XXXX : XXXX a.m. XXXX p.m., XXXX XXXX XXXX XXXX XXXX Department Supervisor, in XXXX XXXX 
Explained my story again. She said that she would like to be an advocate for me but would have to reach out to the Back Office Team. I outlined to her that I have never not paid Captial One, not been late on payments, have tried to use the card but it is continually shut down on me so that I cant, that I have spent hours on the phone attempting to rectify various situations, that I use the card to charge in the same locations usually on the same days of the week at the same times more or less and that this should not trigger the continual suspicious activity shutdowns that I am continually getting, that a card closure like this adversely affects my credit score and I dont deserve that, that I have been given no good reason why the account has been closed, that it seems Captial Ones one hand doesnt know what the other hand is doing and the messages arent getting to the places they need to in order resolve this, that I have been sent all over the world to various Captial One servicing departments, that now I have lost my reward points I never redeemed, that I have lost a lot of time attending to this card, that I have a superb credit rating, that I was happy with the customer service representatives but that I was getting no results. 
XXXX said that it looks like the reopening request had been erroneously sent to the Management Team instead of to the ReOpen Team as it should have been and that she would try to reroute this and would call me back with the results in 7 to 10 days. She said that she would call me back. I asked how I could get in touch with her in case I missed her call ; she gave me her employee ID # XXXX and telephone number XXXX. 

XXXX XXXX, XXXX, XXXX, XXXX  While on phone with Customer Service received a text connecting to XXXX mobile app used to upload drivers license front/back photos for identity verification purposes. After verifying identification, XXXX informed account on restriction. Verified my XX/XX/XXXX and XX/XX/XXXX purchases and payments, my email address, cell phone number, and XXXX XXXX XXXX. XXXX asked if I had another address before and I provided my street address and explained the situation with my XXXX drivers license and problems getting it updated due to COVID. XXXX informed that my account had been closed due to failure to respond to an XX/XX/XXXX letter. I reminded that I had used the card in XX/XX/XXXX, called to confirm my ID on XX/XX/XXXX having the latest restrictions lifted and begun using the card again in XXXX & XX/XX/XXXX. He said that he could see that and didnt understand the disconnect and so would forward the request to reopen the account and I should have an answer in XXXX to XXXX days. Supervisor XXXX complimented on XXXX help and professionalism. 

XXXX card used for charges XXXX card used for charges XXXX card used for charges XXXX called to get help re-establishing username online and resetting password due to lock XXXX XXXX informs card restricted due to suspicious activity, while on phone with Customer Service received a text connecting to Retail ID Online mobile app used to upload drivers license front/back photos for identity verification purposes, restriction removed, when asked why it had been placed I was informed that I did not have a standard email and it was a suspicious email, verified my email and cell number. Fraud Account Supervisor XXXX complimented on XXXX help and professionalism. 

XXXX card used for charges XXXX XXXX, XXXX, XXXX, Fraud Protection Department , informs , We have to remove the Temporary Restriction placed by the system. We have to clear the restriction before we can access the account. She confirms my cell and email address. She informs that the IDCheck system used through text to mobile app to verify drivers license front/back is temporarily unavailable. Fax ID. The back office will call me back once they review the ID in XXXX to XXXX days. Restriction placed XX/XX/XXXX at place I routinely shop. Confirmed charges. 

*****XXXX  XXXX card used for charges *****XXXX XXXX card used for charges XXXX card used for charges XXXX while on phone with Customer Service received a text connecting to XXXX mobile app used to upload drivers license front/back photos for identity verification purposes to reopen card which had been shut down since XX/XX/XXXX while I was on a temporary work assignment at the XXXX XXXX in XXXX and working 11 hour days with no time to attend to anything. At that time, I just used another companys card because I did not have time or the resources/accesses to attend to Captial Ones requests. XXXX XXXX explained on XX/XX/XXXX, that my card was frozen because I added an email to the account and didnt have one listed before and it locked up the acct. This is inaccurate as I applied in XXXX for this card online and have used 2 emails with this card. 

XXXX attempted call regarding XX/XX/XXXX card freeze XXXX freeze at XXXX XXXX XXXX  TX XXXX XXXX card used for charges TX XXXX XXXX card used for charges TX and XXXX XXXX XXXX card used for charges XXXX... 
XXXX Captial One confirmed my identity and accepted my email change XXXX sent fax front and back of drivers license with XXXX XXXX XXXX XXXX changed email to -- XXXX from -- XXXX XXXX first online sign in XXXX card received XXXX applied for card online

Company response to consumer: Closed with monetary relief