Consumer complaint received 2025-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
In XX/XX/XXXX I was informed by Capitol One my Capital One and Walmart cards were restricted due to fraud. I contacted both creditors to verify why there was a restriction and the type of fraud that was on my account. I was informed I could not be told why nor could I use the cards or be given any information of my balance and charges. I again contacted both creditors customer services to obtain access to my cards and was informed to fax over verification I did and was advised the fax was never received. I received a fax confirmation that it was sent. I was transferred to numerous reps. and was advised the fax was not received to no avail. I again contacted Capital One and was never informed how to handle the situation only to be transferred again to numerous representatives that gave me the same reply, that a fraud investigation was being reviewed. During the interim of me conacting both Capitol One and Walmart I never was informed by any representation at Walmart or Capital One that I needed to pay the amount owed. Only told my card was restricted. Not one representative gave me info on the balance. Not one told me if I made a payment the restriction would be uplifted. If there was fraud during the restriction my Capitol One card was increased {$500.00} and I was sent a {$3000.00} Quicksilver card that I did not request. Not one representative mentioned to me anything about the Quicksilver or as to why my original card was increased during the fraud restriction. I've called numerous times only to be transferred or get discounted or hung up on by the representatives. I had a Capitol One Supervisor hang up on me she never said pay the bill she just gave me the date of the restriction and still didn't offer to tell me why it was considered fraud, what fraud, what charges nothing instead she choice to disconnect the call. I spoke to a rep in XX/XX/XXXX who once again wanted to do verification over the phone with a text to be told it didn't work, then she asked me to take a verification photo and it didn't work either. She stated that there was a problem with there system receiving it. After speaking with the rep. I contacted both Cards customers service and spoke with a woman whom I informed about the Quicksilver cardI had received in the mail without my consent and the increase on my card. She canceled the Quick silver card still did not mention to me that " someone committed fraudulent activity applying for the Quicksilver card '' She only advised me that I should have not been transferred to the fraud recovery department at all. She submitted the information after confirming the fax had been received since I originally faxed it accordingly to the rep XXXX on XXXX of XXXX case # XXXX after I was told for months it wasn't. During the interim from XXXX to XXXX not XXXX rep informed me about payment I explained to all of them my credit score is dropping due to Capital One error. reporting late payments and late fees. Still not told to pay make a payment nor offered to remove fees. Being that the card was restricted for fraud I did not know what charges, activities were on the bill, what caused the restriction. Not one rep told me what I should or should not pay or asked me to pay. I requested to have copies of Capital One bills sent to me from XXXX to XXXX. I received them via email. There was no fraud activity on the account. The only discrepancy was Capital One increasing my card amount and sending me a Quick silver card {$3000.00} limit without my knowledge and obviously there's either. The discrepancy was not on my part if I had never mentioned that this card was mailed to me without me requesting it. Capital One reps. never addressed the issue. As of my last conversation I was advised due to late fees and balance the cards have been written off. I have always paid my cards on time and paid full amounts since having these cards. I understand Capital One had data breaches which may have caused this issue, because according to my bills there's no fraud activity on my accounts. I also was sent a letter via mail from Capital One that states the same. From XX/XX/XXXX to present I was never informed to pay the bill nor was I informed why the restriction was in place. They held on to the verification fax for months and didn't do they're job in resolving this restriction issue. This company has ruined my credit and put me in write off status. For almost a year I now received what should have been told and issued to me when I first contacted the company in XX/XX/XXXX when I faxed verification documents, I should have been advised to pay the bill and apologized for the inconvenience. This problem occured due to Capital One 's data breach and POOR customer service. I want this situation resolved, my credit cleared of late fees that would have never occurred if I was told exactly what the fraud issue was and how to rectify it. I feel Capital One has done nothing to assist with this issue other than cause additional problems. The balances on both accounts are due to not one representative told me to make a payment, offered to transfer me to the automated system or asked when would I be making a payment. I was only told it's fraud on the account and I need to speak to the fraud department. To be informed the accounts where restricted due to fraud. Should Capital One had resolved the restriction in a timely manner after holding on to the fax documents since XXXX my balance would not have late fees nor would it be written off. I would have paid my balance due and it would not be any deliquent fees. Instead them knowing I already had two credit cards with them their poor customer service allowed a scammer to open a {$3000.00} credit card limit wrud name. All due to the company 's data breach. I have no other companies history of data breaches on the dark web except Capital One 's data breach. I want the write offs removed from credit Report.

Company response to consumer: Closed with explanation