Consumer complaint received 2024-10-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Back in XXXX of this year, my XXXX credit card accounts were restricted due to a fraudulent attempt on my cards, I called capital one the following morning when I seen what was going on and I told them that the attempts were not done by me, and asked them for more help on what to do with the security of my account. They did not help with that so I simply changed the password to my account. The capital one representative told me that they will call me with an update on the situation within XXXX business days because it needed to be investigated. The next time they called me, there was no update about my account, just a new representative calling to tell me that my account was restricted and that they would need information from a bank account that I do not have access to, ( which that bank account is a part of the fraudulent activity that I called and reported ). I explained to them that I dont own that bank account so I can not provide them the information they are asking me for. So for the past XXXX  months now, capital one will call me, saying the same thing over and over as if they arent keeping notes of the calls, because every time I answer the phone for them its just another representative telling me my account is restricted as if I didnt know that and that they need statements from a bank account I continuously tell them every time when were on the phone, that the account doesnt belong to me and that I reported the fraudulent activity. Ive written this same report to the XXXX and have received a letter from them and capital one claiming that they dont have any record of me telling them this and I am really starting to get frustrated with them. Phone calls are recorded as they say every time before the call starts, so there should definitely be recorded calls of me saying this to them over and over. One representative told me to pay my cards off and close the accounts, so I did that for one account but, I refuse to have my accounts taken away from me due to fraud that Ive reported and Im not getting help from. It is unfair that my cards are still restricted from someones attempt at fraud. As a victim I am being treated unfairly and given that Ive reported this situation over XXXX months ago, i still have not seen any assistance in this issue. Ive attached a picture of the letter I received as well as XXXX screenshots of calls with capital one, most from the same number which belongs to capital ones fraud department, these calls include the dates and times Ive spoke with capital one representatives, the first photo from XX/XX/XXXX is the first call I made to report the issue. Capital one claims that they cant find a call where a representative told me to pay off my accounts and close them to start over, but I know it was one of the calls made sometime before XX/XX/XXXX, because on XX/XX/XXXX I called to ask if I would be able to use or open a new account with capital one if I were to take his advice and pay them off and close them, which the representative told me yes, but it would depend on a new application for a card. I need this situation fixed and handled now.

Company response to consumer: Closed with explanation