Consumer complaint received 2024-09-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC

Complaint narrative:
I held an active Kohl 's store card for over 20 years. I received a notice in XX/XX/2024 that Kohls was transferring their credit portfolio to Capital One and I would be issued a General Purpose credit card in XXXX. I do not have a credit relationship with Capital One and I did not want to establish any additional credit lines with any other company. I also did not want a general purpose credit card in my name. I called the number on the letter on XX/XX/2024 and cancelled my Kohl 's credit account. I explained that I did not want any credit cards from Kohl 's and I especially did not want a general purpose card from Capital One or any company. 

After cancelling my account, I received a letter in late XXXX or early XX/XX/2024 notifying me that my new Capital One card would be arriving in XXXX. I called the number on the letter and asked the representative to confirm that my account was closed and that I would not be receiving a new card or any card from Kohl 's. The representative assured my the account was closed and I would not receive a card. 

On XX/XX/2024, I received a Kohls Capital One general purpose card in the mail. I called the number on the physical card and the message said the number is not available until XX/XX/2024, when all Kohl 's Capital One cards become active. I called Kohls credit line and asked why I was sent a card after my account was closed and to verify again that the account was closed. The representative said it was closed on XX/XX/2024. She said they " tried their best '' but Capital One issued the card. She also said I could call back after XX/XX/2024 to cancel the card. I asked to speak to a supervisor because she said she did not have the authority to do anything else. I was on hold for over 30 minutes, when she said she was transferring me to a supervisor. She then transferred me to a voicemail that was not accepting messages and the call was terminated. 

On the same date of XX/XX/2024, I called the credit card service number for Capital One. I reached a representative, and she could not find any of my information in the system, including the credit card number on the physical card I had in my possession. I gave her my SSN, my phone number, email and as stated before the account number on the physical credit card. She could not find any information about the credit card I received. She placed me on hold and transferred me to the Kohl 's account representative. I explained to her again, that my account was closed and I received a card associated with my closed account. I asked that she confirm again that the account was closed on XX/XX/2024 and to explain why I received a card on a closed account. She told me the " account is not active right now until XX/XX/2024 '' and " if I didn't want to use it, I did not have to call the number on the card to activate it. '' I responded that obviously the card was issued, that my credit was likely checked, and the card would be recorded on my credit file. I also reiterated that I was sent a credit card on a closed account. I also asked who authorized the issuance of the card because Kohls told me that Capital One issued the card. She did not have the answer. I also asked how many cards were issued in my name and where they were sent. She also could not answer this question. She only said that the cards were already mailed before I closed my account on XX/XX/2024. I stated that is untrue because the initial letter I received on XX/XX/2024 about the transfer of Kohl 's credit portfolio to Capital One gave instructions about declining the Kohls XXXX general purpose card and retaining a store credit card. As stated before, I did not want either card and closed my credit account. She then stated that I could call back after XX/XX/2024. 

I am concerned that Kohls and Capital One do not have information on a credit card issued in my name on an account that I closed. It is also problematic to me that any additional cards not in my possession are general issue cards and can be used anywhere for purchases. I have no idea how many cards were issued or where they were sent. The representatives were inadequately prepared to answer basic questions and could not or would not report the card issued in error or issued without consent. The consistent answer was " call back after XX/XX/2024 '' to cancel the card. I am very angry that a general purpose credit relationship was established with Capital One without my permission and is now likely appearing on my credit report. I work at a financial institution that monitors my finances and credit. I also personally monitor my credit closely. I am additionally very upset about the amount of time and phone calls I have dedicated to ensure that a card was not issued initially only to have Kohls/Capital One completely disregard my request, while offering no resolution to a mistake that is clearly their fault.

Company response to consumer: Closed with explanation