Consumer complaint received 2018-03-30 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened as result of identity theft or fraud
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
Fri, XX/XX/XXXX, I wanted to share that my Capital One Credit Card account was hacked, and fraudulent charges and payments were made by someone not me during this time. Someone apparently went in my acct and changed my passwords and updated my email and phone number to theirs. I dont know how because I have the only card plus they made a XXXX payment on my credit card acct using alternate checking information I am not unaware of. Its all strange to me but they closed it all down sending me a new card. When i tried to explain this all to Capital One they were unwilling to work with me or believe me regarding this fraud. Also, they continue to report this on my account as legitimate and continue to demand payment from me. They are also reporting this information late. I have reached out to them by telephone with no avail. I have presented the evidence and they still will not move on this. This is very frustrating because I know that these charges are not mine and I refuse to pay for clear and present fraud. 

I made a call to capital one and advised them that someone made a payment on my account that I didnt make. Then I was advised that the account would be shut down and send me a new card. After the phone call I made to the representative I received an email saying my email had been updated which I do not do nor did I authorize. When I went to check my email I found out that there was another email and that the number had been changed. 
XX/XX/XXXX That is when I called back. Thats when I found out the 1st representative never closed the account. Then I was told it was being closed for the second time. Then I was told I would I would be temporarily locked out from online until I got my new capital one card. 
XXXX I received another notification that another payment was trying to be made. So, I called back to Capital One again. Thats when it was confirmed the 2nd rep did close the account but not before the request went through to close the account. The fraudulent person was able to get in a 3rd time. After all of this took place thats when they told me the account was officially closed, and you would not get a new card because, I would have to make a regular payment, then they would review my past due amounts and they would submit it for review to see if they could open it. 
XX/XX/XXXX So, I made a payment around XX/XX/XXXX, and the rep said she would call me back to let me know when payment posted and submit for me to have my card re-opened. But they refused to do it because they accused the fraudulent person of being connected to me. They said so because, the name associated with the fraudulent telephone number came from someone supposedly related to me. I said that doesnt make sense because I dont know that person. The rep said it would be resent back to the fraud dept to let them know we are unrelated and that she would contact me in a week. We she called my back she said the final decision was they would not re-open the card. I then XXXX the number and found that phone number was associated with fraud. Which led me to believe that they did no research. Based upon this they refused to open the account back up and told me to make my regular payments on a closed account.

Company response to consumer: Closed with explanation