Consumer complaint received 2024-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Capital One took over the BJ 's Warehouse credit card accounts. As a member of BJ 's I ended up with a Capital One credit card. 

I contacted Capital One on XX/XX/XXXX regarding a couple of charges on the statement that I did not recognize. The representative said they turn this informaiton over to the fraud department and issue a new card. I explained I didn't really want to do that but she said it was policy so I agreed. 

In order to do this she needed to send me a text for verification, I explained that wouldn't work as they didn't have my cell number. She then said I could fill out a specific form and email it along with a copy of my license. I agreed and did so on XX/XX/XXXX. 

On XX/XX/XXXX I received a call stating the copy on my license wasn't clear and that they couldn't issue me a new card until they received a hard copy of the license. I said I didn't want to bother, and told her to cancel the account, she agreed. I requested an email or letter be sent to me confirming the cancellatio/closure. She said they didn't do that but to rest assured she had cancelled the account. 

I assumed this had happened until last week when I received a monthly statement/bill, the first one I had received since XXXX. On this bill was a {$55.00} charge for BJ 's membership renewal. I contacted Capital One regarding this. I explained that my account was closed since XXXX so they couldn't be charging me. 

He said my account was active. When I said I never received anything stating the account was active, that I never received a credit card thus never activated XXXX, that I had not received any correspondence, statements, etc since the XXXX bill and that I wanted the {$55.00} removed, that I would go pay the renewal myself. He apologized but said the account was still active. And he couldn't remove the charge. I had to talk to BJ 's and they could remove it. I requested he immediately cancel/close the account and send me something in writing to indicate that it was closed this time. He said he couldn't send me a confirmation of closure, company policy, but that it was now closed.

I went to BJ 's and they said my membership was already renewed and they could't do anything that only Capital One could remove it. 

Yesterday, XX/XX/XXXX, I spend 55 minutes on the phone with Capital One attempting to sort this out, to no avail. The representative kept saying there was no record of me requesting the account to closed. She also claimed I had been receiving monthly statement this is untrue. When I asked how they could open a new account, when they closed the other one, without my authorization and without sending me a credit card and requiring me to activate it. She mumbled that they were waiting for me to send a legible copy of my drivers license. 

How is it legal for Capital One to open, and activate, a new credit card in my name without informing me? Not sending me monthly statements? Not sending me the card? Her comment was I must have paperless billing, when I said no, and also that I just received a paper bill for the {$55.00}, she had no answer. 

I am appalled that a company like Capital One could/would do those things. 

Later down this page you ask for the account number. I can not provide it as I never received a credit card nor anything that said I had a new card

Company response to consumer: Closed with monetary relief