Consumer complaint received 2026-04-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
In XXXX of XXXX I received emails from Capital One saying that my password, address and phone number had been successfully changed. When I called them they asked what account I was calling about. I informed them that I only had XXXX account with them and they let me know that I had XXXX accounts with them and the address on the new account was recently opened. Once I informed them of this is assured me they would take care of this and would flag the account as fraudulent. Over XXXX of XXXX weekend, I logged into my Capital One app to make payments and I saw tons of charges I didn't recognized, so I once again called Capital One, explained everything in detail went line by line on the charges and they woman on the phone said they would be sending me a new card in the mail and would once again let the fraud department know. The next day I received and email from Capital One ( from here on out will be referred to as CO ) letting me know my new card was on the way. Well unfortunately they sent the new card to the fraudulent address. The address they assured me was removed and updated to my original information. So once AGAIN I call CO to inform them of their error and spend more time explaining the situation, they added a bunch of security measures at this point, to where I couldn't even may my payments online. I had to call in monthly because a specialist was supposed to call me back to get that corrected. Never happened. Once I saw the address that everything was changed to I realized it was only a few miles away from my home, so I filed a police report for them to look into this further. It was a little to close for me to ignore it. Fast forward to XXXX of this year, I call to pay off my balance. I did the automated option and I must have somehow entered a wrong number when typing it over the phone but I didn't know this was an issue until I got an email from CO saying there were fraudulent activity on my account. So one again I have to call CO and explain the situation. They person on the phone told me that I needed to show proof that I payment was made once it clears my bank. Ok. Great. I wait a few days and notice nothing has been posted so I call CO back and they take the payment. Wait a few day and BOOM! There it was. Paid and deducted from my account. Later in the month I had left my debit card in my coat pocket while I was pumping gas and the next day went out to lunch and when I went to pay I realized I didn't have my debit card on me. I thought " no worries! I have my CO card ''. Well much to my surprise my {$16.00} lunch was declined. Embarrassed surrounded by a group of collogues that I couldn't pay for my lunch, my boss picked up my lunch. I immediately came to my office and called CO AGAIN and asked why my card had declined. They informed me that my account was suspended due to failure of showing proof the account that I paid off the balance was actually mine. So with them in the phone I logged into my bank account and sent them over a " transaction detail '' sheet that shows the last XXXX of my bank account number, the amount that was deducted, the date, and to whom it was paid to. They said that was not enough. They needed an actual summery of my bank statement showing ALL the numbers of my bank account. I refused! I very passionately explained I did not feel comfortable giving them all that information when they very easily allowed someone to go and change all personal information in their system. I told them they should have had the scammers go through this many hoops when they made all those charges. Anyhow, I have escalated the call several times and to no avail. One person tried calling the bank with me on the line to verify me but the wait time took longer than 10 mins so they had to hang up. Mind you, I have been dealing with CO and their incompetency and the inconvenience they have caused me for 10 months now, and they cant wait more than 10 mins?? Now today I have a late fee for something I have no clue of because I cant log into my account or the app and I refuse to pay them after all of this. To say I am less then pleased with this company is an understatement!

Company response to consumer: Closed with non-monetary relief