Consumer complaint received 2025-04-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Beginning on XX/XX/year>, and continuing through XX/XX/year>, I have had ( 3 ) different instances of the same person or persons logging onto my Capital One account and successfully changing my email address, phone number, mailing address, and login username and password. Each time, I called in directly to Capital One 's fraud protection line listed on the back of their card, and went through the process of recovering my information and changing it back, as well as implementing a new username and password. 

In the meantime, I had stopped using the card and reported dozens of fraudulent attempts to use the card. On XX/XX/year>, I finally had customer service freeze my card and mail me a new replacement. 

However, later that same day or the day after, someone was able to call back and change all of my information back to the fraudulent information, and request yet ANOTHER new card, to be mailed to a fraudulent address. 

I did not check the account again until I received the replacement card I had ordered ( because I was assured it was frozen ), but by that time the second replacement card had already been received by the fraudulent party, and because they were able to change all of my contact information and notifications, I did not receive any notifications about activity. 

I immediately called Capital One on XX/XX/year> and spent around an hour going through the same retrieval and information update process I had already been through twice at that point, and I requested that the account be permanently closed, and no future cards issued. Unfortunately at that point, whomever was able to gain control of my account had successfully cashed out almost all of my rewards points in the form of XXXX gift cards ( totally {$600.00} ). I was transferred to another customer service branch to file a report regarding the rewards points, which have still not been refunded. 

At this point, I recorded the fraudulent information that had been updated on my account without my consent, including phone number, physical address, and email. Both the phone number and physical address coincide with a XXXX XXXX residence. 

Then once again on XX/XX/year>, I received notifications saying my account information had been changed for a 3rd time and I was locked out of my account, again. This time, when I called Capital One back directly on their fraud line, I declined giving my SSN number to confirm identity, and was still able to go through the steps of changing my information back, updating my password and username. However, the service agent requested to go back and confirm possible fraudulent purchases, which I agreed to. He listed several new purchase attempts within the last few days, and I kept telling him that the account should be frozen, no active cards and no possible way to charge purchases. So obviously any new purchases after XX/XX/year> were fraudulent. 

Furthermore, he continued to go back to earlier purchase history, beginning with the last successful fraudulent purchase on XX/XX/year>. I told him that those purchases had already been reported as fraudulent and refunded. He told me that they had not been reported as fraud yet, and that in order to open a new fraud case, I needed to approve the issuance of another credit card ( though he assured me any attempts to use this card would be declined ), but that it was necessary to open a fraud claim. 

I told him absolutely not, the whole point is that this account should be frozen and attached to no cards, and that I had filed fraud reports twice already on this account. At this point, I asked to speak to a supervisor and someone based in the United States that could help me. He then put me on hold, and I waited for around 10 minutes before having to end the call. 

Today ( which is XX/XX/year> - the day after that last phonecall ), I received a call from a number listed as " Financial Service '' and that appeared to be Capital One 's number. I declined the call and the individual left a voicemail saying he was sorry to miss me, but please call him back on the number he had called from ( which appeared to be a Capital One number, after a XXXX XXXX, but had also be reported as a fraud or spoofed number ). 

Immediately after, I also received an email which appeared to be a XXXX request from Capital One : " Completed : Complete with Docusign : Request XXXX to Call Back for Decision Case XXXX - XXXXXXXX XXXX XXXX' However the email address was from a " docusign.net '' address, which is not a legitimate XXXX XXXX. I did not click on any links or download any images from the email, but immediately forwarded it to Capital One 's " Complaints '' email account. 

My concern besides the obvious of someone being able to easily logon and change my information multiple times, is that I am skeptical of Capital One 's call service center, whether they are actually reporting instances as fraud, or recording and/or giving customer information out to continually allow an account to be breached.

Company response to consumer: Closed with explanation