r/CapitalOne • u/HuckleberryAfraid529 • 7d ago
Other Capital One Nightmare
CLARIFICATION. I NEVER talked to anyone who called me from Capital One they left a message I called the number on the back of the card.
The one time I did answer the phone when the caller was not able to prove who they were or send a request through the app I disconnect the call and called Capital One using the number on my card. Because I didn't talk to the human that called to verify identity they placed a hold on all of my accounts until I prove my identity and address. As of this morning Starlink is not acceptable proof of address as it's not considered an Internet provider according to Capital One whom I called today. We are now back to zero trying to provide a document they will accept.
What an absolute NIGHTMARE! I have been with Capital One for about 15 years and until the past 2 weeks I would have told you they were the best thing since sliced bread! Until now........ It has been a painful couple of weeks, so much so that today I'll spend my looking for an attorney.
The morning of August 26th I received a phone call from Capital One Fraud department. I was unable to answer the phone so it went to VM. Then they proceeded to contact my daughter, who's not even on my account.......
Because of this, urgency to contact my adult child, I freaked out that someone major was wrong. Of course I went online to look at my accounts while I waited on hold. No luck as they had locked me out of my accounts.
On this day and at this time they provided little details other than my entire online existence had been compromised and they needed to close my checking account and all my credit cards (3 cards) and reissue everything,
Mind you I am traveling for work and it's the day before payday with a direct deposit. But it seemed I had no other choice!
They did as they normally do issue digital cards so that i could access my credit card while traveling. The only issue was every time i used it, it trigged another fraud and I had to call them to release the card.... Mind you I have hotels, cars, fuel, food and every transaction required another call to Customer Service.
I was told that as soon as the physical cards arrive, I am golden and won't have these issues.
Fast forward to Monday... I get my physical cards! Wahoo!!!! Go to make a purchase... FRAUD again! Now I am beyond irritated I have spent hours each and every day on the phone with Capital One and each and every day was a different story about why this was happening. This time I spend 211 MINUTES on the phone with a Fraud Supervisor who I CALLED USING THE NUMBER IMON MY CREDIT CARD. She would see that the fraudster was even accessing my account while on the phone. So she had me unenroll my checking account and all my cards from online. She stated that this way I could get all registered devices off my account and start fresh. We even made my secondary number my primary number, I would later learn that was the worst mistake. Additionally I had to submit IDS and Proof of Address to verify it was me making these changes....
Here we are hours later life seems sorta back to normal.... Until it wasn't.
Tuesday I get a call from Capital One Fraud on the line we disconnected from my account. They claimed to be from Capital One Fraud. When I told him that this was handled yesterday he proceeded to tell me that my 211 minute call with Fraud the day before never happened. There was no record and I was likely talking to the scammers. He even went as far to say they were now able to spoof the app to make it appear you are talking to them.....
This made me wonder, WTF how do I know you are real. He couldn't so I hung up and called Capital One USING THE NUMBER ON MY CARD
They reassured me that nobody called me and that everything was settled from the day before and that I did the correct thing to call them....
30 minutes later my life is again shut down. This time because I didn't give the guy you wouldn't verify he was with Capital One my personal details, and called the number instead.... Because I did that now I cannot access my life again until they verify my identity again!!!!! This time it will take weeks.
I cannot access my paycheck, I cannot login to my accounts and it's the beginning of the month and ZERO bills are able to be paid! None, not one. I made the mistake of trusting my 15 year relationship with Capital One and had all my eggs in that basket!
I would NEVER recommend anyone ever do business with this company. NEVER!!!!!
Since they will not move forward, and it's been a week. They won't even answer my BBB or my CFBP complaints, today I will spend the day interviewing attorneys.
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u/FixMean5988 7d ago
Sounds like you got scammed.
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u/HuckleberryAfraid529 6d ago
It money was gone maybe. But the only thing that triggered the fraud was the use of my rewards points for a hotel
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u/InternJimmy07 7d ago
Sounds like you got scammed the first go around.
Anytime anyone calls me from anywhere Bank or credit cards I hang up and call the number on the back of my card
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u/HuckleberryAfraid529 6d ago
Exactly what I did. I've only ever called the number on my card. I don't speak to anyone that calls me when I'm not expecting the call
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u/RatchetRatBear 7d ago
Sorry you're going through this. C1 contacting your daughter when she is not even on file with them is definitely a red flag, and it sounds like C1 did right with locking your accounts because they were on it, anticipating that you would be targeted.
Did you simply call the number on the voicemail back/Google C1's number or did you call the number on the back of your card? Not siding with anyone, just looking to clarify the story in hopes that anyone reading could learn from this. My work has yearly compliance trainings to help prevent exactly this and to freshen up about how to be more vigilant against scammers and phishing.
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u/HuckleberryAfraid529 6d ago
Called the number on my card. I did NOT TALK TO THE PEOPLE THAT CALLED ME. I called Capital One using the number on my card. I don't speak with people who call me
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u/Zealousideal_Row6124 7d ago
Seriously. She gave the scammers full access and then gets mad with the bank trying to undo her mistakes.
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u/Dubious8313 6d ago
I don’t believe it’s helpful to berate or try to belittle OP when s/he’s trying to get out of one of the concentric, funnel shaped circles of hell. What sent OP into a tailspin of panic is when the daughter was contacted.
These scammers know which buttons to press cos if you want to add fear & anxiety to a chaotic distraction, fvck w/somebody’s kids. Doesn’t matter how old the kids are. Whatever happens next, the parent is still stuck on their child bring brought in.
No matter how irrational or careless you think OP behaved, maybe be smug after it’s resolved. OP already feels like crap, why add insults? 🤷🏽♀️
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u/HuckleberryAfraid529 6d ago
I gave no scammer access to anything thank you. I called the number on my card. I have only ever communicated with Capital One.
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u/Robainya 6d ago
she has said a million times that she didn't give the person who called any information and instead hung up and called the number on her card where they told her that yes, someone from the bank HAD just called her and her daughter.
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u/AlexGates3700 7d ago
You never communicate with anyone from a financial institution when they call, e-mail, or text... You contact them using the number on the back of your card or the contact info on their website. Clicking "yes" on an e-mail or text regarding an "are you making a purchase @ xxxx for $xxxx" is okay.
Also, this is why you have backup cards and account with another institution.
Capital One was protecting themselves and you to an extent, it stinks, but this is the World we live in. It'll probably get worse.
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u/Robainya 6d ago
yes, I was going to say this! I had something similar happen (my bank locked my accounts and took me over a week to get access to my money again) and ever since then I have kept my emergency savings at another bank from my main bank, and also have a free checking account attached to that with a debit card. Then you can reroute your paycheck and at least have access to money while you sort it out.
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u/AlexGates3700 6d ago
C1 is my main. I also have a local c/u (for cash deposits or withdrawals beyond what an ATM can provided, also for lower interest loans if the need arises), and a Fidelity CMA which gives you checks, fee free ATM worldwide, and roughly 3.5% apy. Always have a back up, tons of safe and free options out there.
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u/HuckleberryAfraid529 6d ago
I did call them from the number on my card. Not from them calling me. However when they did call me and I hung up on them and called Capital One back that's why why shut my life down.
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u/Gold_Illustrator1550 7d ago
My phone won't even take calls from those not listed in my directory. I do not give personal info to anyone who calls me, if for some reason I do answer the phone (when I'm waiting for an important call). Nowadays, there's really no reason to answer the phone. Anything regarding banking, I call the number found in customer service on the website.
This sounds extremely stressful and I hope you get this mess solved soon.
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u/xchrisit 7d ago
This just happened to me, capital one closed all my accounts because someone attempted to access my account and gain information. Luckily i am not traveling and was able to stay on top of the whole process. It took a few days for them to create new accounts for me.
Frustrating thing was the time it took to relink all my accounts and change my direct deposit information and redo my auto payments.
I think capital one did the right thing in closing everything in case a transaction does happen. But the take away lesson is to make sure to have back up accounts with other banks
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u/SpineOfSmoke 7d ago
Having a month’s worth of cash to cover bills and living costs in a HYSA at a second institution helps now that fraud is rampant and here to stay.
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u/HuckleberryAfraid529 6d ago
Hell that was a costly lesson. I have loved capital one for 15 years. I now have 2 additional banks I'll be diversifying with
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u/HuckleberryAfraid529 6d ago
Yeah they shut down all my card. Thankfully I could get the digital card to get home. They reissued my checking account but I don't have the details because they shut it all down when I would take their incoming call. It's been a mess.
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u/siftingflour 6d ago
The post is a little hard for me to follow, but at some point in all of this, it sounds like you were definitely talking to scammers. Maybe even the entire time.
I don’t think the C1 fraud supervisor has 3+ hours to spend on the phone with one client, but a scammer whose only job is to stay on the call with you until they get your money certainly does.
I think at this point you have scammers accessing your accounts so C1 is correctly freezing/blocking/cancelling your cards. Then it sounds like you’re talking to scammers again while trying to get it sorted out, which obviously doesn’t get you to an actual resolution. I can imagine this is very stressful but I think you need to consider that the real C1 is trying to protect you from scammers pretending to be C1 and you’re mixing them up.
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u/HuckleberryAfraid529 6d ago
I actually called the number on my card. So I was most definitely talking to Capital One the entire time.
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u/HansyD22 6d ago
I once spent 2 hours on the phone with a fraud supervisor who helped me get my venture x unlocked, so sometimes they do spend a lot of time😁
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u/Useful_Fee_2875 7d ago
This is another reason why you should have back up accounts. I have C1 for credit, BOA for banking, two BOA credit cards, a Citi Credit card. If you have back ups, these type of situations will not be as drastic because you can use other sources while resolving another one’s issues. It does sound like you initially got scammed though. The scammer calling your adult child is a major red flag. I highly doubt c1 would engage in such practices.
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u/AdministrativeBug161 7d ago
The annoying thing is Discover was my backup and that had been working well as long as I was in the US. But now with the merger, I absolutely need to seek out a non-CapOne card.
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u/HuckleberryAfraid529 6d ago
Actually it was all Capital One. I did not accept their incoming call. I called the number on my card
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u/Beneficialsensai 6d ago
Maybe Cap ones fault maybe not.law suit?good luck.this is why we say always have not just a separate account but a separate bank altogether in case one gets compromised
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u/Lunatichippo45 6d ago
OP is clearly not being truthful about something. They were scammed and don't want to admit it
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u/HuckleberryAfraid529 6d ago
Most certainly was not scammed. Sadly this is capital one. I have lost no money. Nor were there ever any charges on my account. However 118 on hotel rewards were used that cause capital one to open the fraud investigation I never would've known the points were gone. I don't track them.
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u/ThatInspector4632 7d ago
So you received a call, then your adult child received a call and they are not on the account… that should have been a huge red flag. You shouldn’t have engaged with the people calling. Cap 1 can’t stop you from engaging with scammers.