Consumer complaint received 2016-01-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Since XXXX XXXX, 2015 Capital One has done everything but help me, a victim of fraud by keeping me on hold for more than 20 minutes at a time. I 've had to talk to an average of XXXX people every time I call, waste 2 - 1/2 hours, talk in circles and ca n't even talk to someone who speaks XXXX. They refuse to help me get my credit card account back in order and expect me to pay for charges that are n't mine. I 've had rude representatives accuse me of having a husband and allowing him to use the card, having a drug addict for a family member steal it, been accused of losing the XXXX credit card when I was HOLDING THE CARD IN MY HAND, and ca n't even verify who I am with the company. They are making outrageous demands and refused to acknowledge that someone has hacked my account. The representatives demanded I send them my driver 's license, bank account information and statements, social security card without giving me any alternatives at all. I do NOT live in a XXXX area and need a driver 's license to legally drive. They refuse to help me at all and hang up after keeping me on hold for 20 - 30 minutes and my next stop will be to XXXX places since I ca n't continue to take this kind of abuse. 1. I will take the recorded conversations from the racist and sexist reps and upload them to an account and link it to show people the extreme bias and victim blame this company practices with impunity. I have NEVER had a late payment and for someone to get into my account, change ALL of my contact information, have Capital One send them MY INFORMATION and a replacement card is outrageous. I have been a model customer and now they 're claiming I owe them money when I 've paid off my card. I even have a rewards balance of {$77.00} and they will NOT even acknowledge the fact they failed to pick up on any fraud. I have had at least XXXX charges after they lied about locking/restricting the account and will not pay them since I have NOT used the credit card in question. ALL charges that I had made have been paid off. 2. I will have no choice but to contract a law firm, most likely the XXXX to advocate on my behalf for the minimum of a breach in contract against Capital One and for damages to my credit score, mental, emotional and psychological health. This means any absurd claim they have ( as I have already consulted a lawyer ) stating I " ca n't sue via class action or other '' means it is null and void since Capital One has breached their own contract agreement. Since I have wasted an absurd amount of time documenting this fraud, filing a complaint with the local sheriff 's department, followed up with law enforcement, gone through all of my information, filed with the appropriate departments and government entities, there is no reason at all for Capital One to treat me like a criminal. No one has bothered to call me at all with the number I left every single representative. As a victim I have performed every single due diligence and there is no excuse for this. I do have rights and if I have to exercise them I will do so as a victim of fraud and a U.S. citizen in the court of law in order to protect myself from Capital One. I have not received any response and will take any lack of further action as acknowledgement of aiding fraud by criminals through Capital One.

Company response to consumer: Closed with explanation