Consumer complaint received 2024-08-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
In XX/XX/year>, a company called Resume Now attempted to charge me for a canceled account. I reported this issue to the Capital One Fraud/Dispute dept. 
The agent suggested that I cancel the card ending XXXX since the merchant may try again. 
I canceled the card on that day which was on or around XX/XX/year>. 

A new card was processed and the numbers end XXXX. 
I have not received this card yet therefore it was not used today XX/XX/year>. 

I am filing this complaint because I went to XXXX to make a purchase so I signed up for Prime {$7.00} it was successfully charged as well as the purchase amount. 

Minutes later I realized that I forgot to remove the card ending XXXX, so I checked with XXXX to see if maybe another card was on file. 
The only card on file was ending XXXX which is the card that was canceled due to fraud. 


I immediately requested with a supervisor from XXXX to cancel my order and cancel the XXXX  that started today XX/XX/year>. 

They were canceled and the XXXX XXXX is being refunded. 
The emails from XXXX shows the purchase was made on card XXXX. 

It was also an email sent confirming the XXXX ordered XX/XX/year> charging {$7.00} to card ending XXXX. 
My cancellation email will be attached and it will show the purchase was made today and canceled today and refund is being processed and the last XXXX of the canceled card will be in that email from XXXX. XXXX I called Capital One XX/XX/year> and shared my concern and XXXX a member services supervisor at XXXX XXXX  XXXX. 
XXXX was given details on the card that was canceled in my previous dispute, still being active and able to be used. 
He started deflecting to not have to respond on this issue. 

So I asked for the FRAUD Dept. XXXX transferred me to XXXX a Manager in the Fraud Dept. XX/XX/year> at XXXX XXXX  PST. 
While sharing that the card was canceled, she confirmed that a new card was being mailed. 
I shared that XXXX purchases were made on accident with XXXX since I did not check to see which card was on file. 

I HAVE AN ISSUE WITH A CANCELED CARD XXXX, STILL BEING ABLE TO BE USED. 
I ALSO HAVE AN ISSUE WITH THEM BLAMING ME INSTEAD OF DOING THEIR JOB! 
She denied that it was possible, stating the card XXXX can not be used. 
So in the attachment you will see if what she stated is true. 
She stated, XXXX can not be used since it's canceled. 

I was able to use the card and the transactions were successful. 
Looks like these managers need to be retrained for failing to do their jobs. 

She started deflecting as well by stating that I used a Virtual Card. 

I stated, if that were true, the purchase would show the XXXX digits on that virtual card. 
She agreed. 

I also stated that I have the proof in writing that XXXX was the card used for the purchase that I canceled and Prime for {$7.00} that was charged. She couldn't make her lie work for her. 
AGAIN THE PROOF WILL BE ATTACHED I am not accepting any excuses as to why MY CANCELED CARD is able to be used. 
This puts me at risk of more fraudulent behavior and it leaves Capital One liable for not canceling that card ending XXXX. 
And due to this PUSH-BACK from CAPITAL ONE on XX/XX/year>, I see exactly how difficult they are going to be, if money is ever stolen from a card that I canceled. 

This can not happen and need to be fixed right now. 

My next step is reporting them to the Attorney General 's Office if this blame game continues. I canceled the card XX/XX/year> so why am I having issues with the card still able to be used on XX/XX/year>? 

I am going to keep this complaint for my records so if this ever happens again, I will show a paper trail of how I am treated after cancelling a card. 

And the push back and lies they gave me since the card was still active. 

XXXX started wasting my time trying to make me think that the prime charge on XX/XX/year> was due to a subscription that I had in XX/XX/year>. 

SO ATTACHED I WILL SHOW WHAT I STATED TO HER AND THAT IS XXXX XXXX BEING CHARGED XX/XX/year> FOR {$0.00} AND CANCELED XX/XX/year>. 

This is the reason XX/XX/year> did not get charged since XXXX XXXX was canceled. XX/XX/year>. I asked if she saw a payment for XXXX and she stated, no! 
So how can XXXX Subscription carry on to XXXX if it were canceled? 

She stated again that XXXX XXXX was not canceled. 
The attachment to this complaint shows XXXX canceled XX/XX/year> and I don't need to lie about anything... IT WAS CANCELED. 

THIS WAS HER WAY OF TRYING TO BLAME ME FOR CAPITAL ONE FAILING TO CANCEL THE CARD XXXX THAT WAS IN A FRAUDULENT DISPUTE XX/XX/year>. 

She new it was canceled simply by looking in XXXX and not seeing a payment for XXXX... 
So instead of her acknowledging the issue and OWNING THEIR MISTAKE, she started repeating a script she read in the beginning of the call. 

Her script stated that XXXX had a contract with me to be able to charge me on a subscription. 

I stated, that contract was canceled by me XX/XX/year>. 

SO XXXX HAS NOTHING TO DO WITH XXXX. 
These are XXXX separate subscriptions and they both were canceled and it's in writing. 
{$7.00} is being refunded. 

So basically, Capital One did not help me today XX/XX/year>, since they were only interested in blaming me... 
I am filing this complaint since they failed to resolve this issues caused by them! 

I called Capital One again and spoke to a Supervisor named XXXX in member services at XXXX XXXX  XXXX. XX/XX/year>. 

He understood everything, he confirmed the new card was not activated. XXXX He yet he stated the purchase today for prime was made by using the new card XXXX. 
Ridiculous! 

Then he stated, that I used a Virtual card. 
Again Ridiculous since he couldn't not find a better lie. 
XXXX was not used since it is still in transit and not activated, they confirmed that. 
Virtual would show the last XXXX digits of that card and they know that as well. 
So it was not virtual. 

I stated, it was card ending XXXX and I can do what they can not, I PROVE WHAT I AM SAYING IS TRUE. 
That canceled card was active XX/XX/year>, that is a problem and a bigger problem since they are giving me a problem over their INCOMPETENCE. 

XXXX XXXX was canceled XX/XX/year>. 
No prime fee was charged in XX/XX/year>. 

XXXX was canceled XX/XX/year>. 
On XX/XX/year> that card XXXX was able to be used. 

I am attaching the proof that the canceled card XXXX was used to make the purchase XX/XX/year>. 

CAPITAL ONE SHOULD HAVE DONE A BETTER JOB AT HANDLING THE CALLS AND RESOLVING ISSUES. 
If they did a better job, I would be having this issue. 

I reject all excuses since that card was canceled at my request. 

The customer service should have been better and shame on them for not canceling the card and then trying to find ways to blame me... 

I have filed a complaint due to BAD BUSINESS PRACTICES with the Federal Trade Commission on XX/XX/year>. 
Each time I am blamed for their failures, I am reporting it. 

All of this could have been avoided had they owned their mistakes and fixed the problem. 
Push Back from members of management is really poor customer service.

Company response to consumer: Closed with explanation