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Ripoff Report | CapitalOne.com Review - Capitalonecom capital one
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Report: #1485903

Complaint Review: CapitalOne.com -

  • Submitted:
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  • Reported By: L — Memphis United States
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  • CapitalOne.com United States

CapitalOne.com Capital One Platinum Master Card Richard D. Fairbank, CEO Security breach resulting in excessive loss of card holder data - DO NOT USE CAPITAL ONE!

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Capital One has been my Master Card processor for over 10 years.  Annually, without fail, I have had to spend excessive amounts of time on phone calls to "reverify" my creditials to prove who I am, so that Capital One's arbitrary account restrictions would be lifted, and I could resume use of my credit card.  

For the entire time of my account with this company, I have never carried a balance on this Platinum Master Card which has no charge limit.  I paid balances in full, every month, every year, without fail.   Each time I have had to call Capitol One to unfreeze my account, none of the details were due to my failures. 

  I have often in the past spent well over an hour on these calls, for problems not created by me.  I've have had to work thru reordering processes online for my business, been stuck in an airport across the country because I could not use the Capitol One MC to check my luggage, and nearly run out of gas in my car - all because this idiotic, poorly run company arbitrarily restricts or freezes my account.  They make little to no attempt to notify me afterward.

Today, I closed my account after again spending over 35 minutes on the phone, verifying my credentials to several employees, including the fraud detection unit (which is an utter joke).   I verified my credentials to the IVR robot that answers the phone. 

I verified my credentials to the poorly trained customer service rep, then to her latteral associate, and then attempted to do it again with a supervisor from the Fraud Detection Unit, but none of these people would tell me the specific reason my account had been locked/restricted, and stated I would have to send them a photo of the front and back of my driver's license, before they could answer that question. 

I had them close my account, which apparently doesn't require proving who I am.  I didn't have to send photos and drivers licen number to Capitol One to open the account.   In fact, I spent about 5 minutes on the phone to open an account (I guess they don't care if you are really who you say you are if they can open up another line of revenue for their company).  

This company already has enough personal information about me to steal my identity.  They don't get any more info from me at this point.   Although I was told the account is closed, I can still signon to their server and change my information, but they have taken all the cash rewards from me so that I can't redeem their value (close to $100.00). 

That in itself is consumer fraud.  The biggest issue I have, however, is that after all this, my logon page shows a link to the  information below, where Capital One DOES disclose they have been breached on July 19, 2019, and over 140 MILLION accounts/social security numbers have been stolen.  These people are extremely unhelpful- some nicely mannered but lost - and some just total a-holes.  

Do yourself a favor and use another company that doesn't provide such terrible customer service and unrresonable hoops for the consumer to jump thru repeatedly.  Capital One cannot provide meaningful, unobtrusive security procedures.  The customer is put thru the ringer while private customer data is lost to cyber crime.  It is absolutely the worst creidt card company I have ever dealt with in years.

From CapitalOne.com website:

Information on the Capital One Cyber Incident

Updated 4:15 PM ET, Mon September 23, 2019

What happened

On July 19, 2019, we determined that an outside individual gained unauthorized access and obtained certain types of personal information about Capital One credit card customers and individuals who had applied for our credit card products.

What we've done

We immediately fixed the issue and promptly began working with federal law enforcement. The outside individual who took the data was captured by the FBI. The government has stated they believe the data has been recovered and that there is no evidence the data was used for fraud or shared by this individual.

"While I am grateful that the perpetrator has been caught, I am deeply sorry for what has happened," said Richard D. Fairbank, Chairman and CEO. "I sincerely apologize for the understandable worry this incident must be causing those affected and I am committed to making it right."

Safeguarding information is essential to our mission and our role as a financial institution. We have invested heavily in cybersecurity and will continue to do so. We will incorporate the learnings from this incident to further strengthen our cyber defenses.

What's the impact

Based on our analysis to date, this event affected approximately 100 million individuals in the United States and approximately 6 million in Canada.

Importantly, no credit card account numbers or log-in credentials were compromised and less than one percent of Social Security numbers were compromised. In addition, the outside individual who took the data was captured by the FBI. The government has stated they believe the data has been recovered and that there is no evidence the data was used for fraud or shared by this individual.

The largest category of information accessed was information on consumers and small businesses as of the time they applied for one of our credit card products from 2005 through early 2019. This information included personal information Capital One routinely collects at the time it receives credit card applications, including names, addresses, zip codes/postal codes, phone numbers, email addresses, dates of birth, and self-reported income.

Beyond the credit card application data, the individual obtained portions of credit card customer data, including:

  • Customer status data, e.g., credit scores, credit limits, balances, payment history, contact information.
  • Fragments of transaction data from a total of 23 days during 2016, 2017 and 2018.

This information has been shared on Capital One’s website, servicing portal, press release and 8K filing.

The individual also obtained the following data:

  • About 140,000 Social Security numbers of our credit card customers.
  • About 80,000 linked bank account numbers of our secured credit card customers.

We have notified these customers through the mail.

For our Canadian credit card customers, approximately 1 million Social Insurance Numbers were compromised in this incident. We have notified all Canadian customers affected.

For our Canadian credit card customers, please visit our website at www.capitalone.ca/facts2019.

What we are doing to help

We have directly notified by mail all individuals whose Social Security numbers or linked bank account numbers were accessed. We will continue to make free credit monitoring and identity protection available to everyone affected.

The outside individual who took the data was captured by the FBI. While the government has stated they believe the data has been recovered and that there is no evidence the data was used for fraud or shared by this individual, we encourage anyone who may have any concerns about this incident to reach out to us at 1-844-388-8999.

This report was posted on Ripoff Report on 10/03/2019 02:10 PM and is a permanent record located here: https://www.ripoffreport.com/report/capitalonedotcom/capital-platinum-master-card-1485903. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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