Jalexa: Absolutely no logic in how they handled it except clearly they only cared about protecting themselves, not the customer.

Obviously a common problem. I think what irks Capital One is that the Cashback card gives me 1% rebate on purchases (I definitely don't use it to draw cash - have you seen what card providers charge for this?). I've make a lot of money out it, and incurred not a penny in charges. How unpopular am I? I will be less inclined to use the replacment card when it arrives.

Maybe they should change their logo to: 'Capital One, where you're a CashCow, not a customer'

sarajevo:

Maybe they should have talked to me first before using the 'clunking fist' of closing the account.

You highlight a perfectly reasonable point. Something similar happenned with my MBNA card. Apparently it might have been compromised months previously. MBNA took no action until I used it whereupon they phoned me to confirm the transaction. I (naturally) phoned back to confirm the transaction was genuine whereupon they declined the (genuine) transaction and cancelled the card.

Absolutely no logic in how they handled it except clearly they only cared about protecting themselves, not the customer. I still keep the replacement card but no longer favour it's use. No doubt when/if? I use it again exactly the same thing will happen.

Thanks for your kind words. In fact, I have no cash flow problems so would have no difficulty moving cards, maybe it is time anyway, I am a 'rate tart' so I should live up to expectations. Thanks also for security advice, I rang them back straight after their call on the number on back of credit card, so was genuine. I have say that the call centre staff were polite and courteous, as I was to them, but there just seems a cultural difference, as they didn't understand the problems they were causing. As I spoke to a number of people at Capital One over 2 days, I felt I was in a Kafka movie, totally bureaucratic nightmare, everyone was very sorry, couldn't do anything, passed me on to someone else, who couldn't do anything either! We probably have ourselves to blame anyway, as we Brits designed the Indian Civil Service bureaucratic system during the Raj, and the call centres have modelled themselves on this. Maybe they should have talked to me first before using the 'clunking fist' of closing the account.

sarajevo:

These things happen. Try to see the positive side.

You have had the card for 2 years and kept a good payment record. It's possible if you applied for another card elsewhere you might be successful except for the fact you imply there is no money in your cash or current account.

One other point. When you verified the recent transactions how did you verify the caller's bone fides before you divulged personal information?

I have had this card for 2 years, spending a lot, receiving a lot of cashback, and paying back balance in full on time, making no money for Capital One.

A few days ago, I received a call from India (where else) stating that card security had been compromised, allegedly attempts by thrid parties to commit fraud (no evidence produced), stating 'someone may have been arrested with my details in possession. I verified recent transactions (no problems).

They had already closed my account, and I will have to wait for a new account and card. How inconvenient is that, I cannot put petrol in car, and cannot get to work. All requests to reactivate account were denied. I think it is standard practice to contact customers before closing accounts.

I suspect that a staff member has stolen details of many cards, and Capital One are simply protecting their own interests, or they are simply trying to get rid of unprofitable customers.

I have demanded a full, written, credible, explanation of the circumstances, and compensation for inconvenience and loss of earnings. I will keep you posted, and invite comments from others who are having similar problems.