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Cap 1 Credit Card Chat

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unusuallyconfused
Regular Contributor

Cap 1 Credit Card Chat

Yesterday, Capital One fraud department called me yesterday about possible fraudlent charges on my credit card that just occurred. Turns out, they were fraudulent. What occurred over the phone was quite amusing but I decided to follow up with their online chat this morning and that was pretty funny too. The names of the silly and foolish have been changed to protect their identity:

 

Welcome to our Capital One chat service! One of our Account Specialists will be right with you. This chat will be monitored and recorded.

 

CAP ONE: Hi, this is [Capital One agent name redacted]. whom do I have the pleasure of chatting with today?

 

ME: Hello, my name is Jack Wadd and I have a couple of questions regarding my credit card account.

 

CAP ONE: Hi Jack.

CAPT ONE: Please go ahead with your questions.

 

ME: My first question is this: has Capital One had ANY data breaches recently that has not been made public?

 

*several minutes go by*

 

CAP ONE: No there was nothing like that. Your accounts is completely secured!

 

ME: That's good to know that my accounts are completely "secured". Speaking of that, your fraud department contacted me yesterday afternoon regarding the fact that my accounts in fact are not secured. Apparently, somebody made several unauthorized charges with my credit card. I did some investigating after several follo ups with your fraud department and have conclusively determined that there is NO possibility that the data breach occurred A) on my end or B) on the end of those whom I have given my personal information and credit card number to (businesses, etc.).

 

ME: Therefore, I am highly concerned that there has been a data breach of, at a minimum, credit card numbers on your end.

 

CAP ONE: Captial One is committed to provding secure Internet service through security and encryption technology.

 

CAP ONE: Since all of the information being passed through this secured site is encrypted, only we can decipher the application information.

 

ME: Turn the script off, please.

 

ME: So "all of the information being passed through this secured site is encrypted, only we can decipher the application information". Don't you mean only you and the party or parties who charged my Capital One credit card?? Cause apparently the "encryption technology" allowed somebody to charge $673 to Plantronics and over $100 with Kmart.com.

 

ME: Did you know that I had to call both companies and work with them to get the charges cancelled on their end? Somebody your own fraud department couldn't do because they said the charges were "pending"? You're the credit card company and you can't stop the charge? You have to wait for the fraudulent payment to clear so that the theives get a chance to have their fraudulently purchased merchanise delivered to them? Thus causing the two companies to loose money and loose merchanidise because you guys let fraudulent charges clear?

 

ME: You can thank me, because I did what your fraud department couldn't: I got them to cancel the charges on their end, stop the fraudulently purchased merchandise from being shipped, and got the order numbers and other information of the parties who used my card. i brought that stuff to the police department last night. Meanwhile, your fraud department was tap dancing yesterday like a Octomom on crank.

 

CAP ONE: I do apologize for any inconvenience that this has caused you.

 

*I'm rolling my eyes. The damn script again*

 

ME: Can you, as a Capital One represenative, state with 100% certainty that NO data breaches have occurred that you guys have not made the public, or your customers, aware of yet???

 

CAP ONE: Jack, I can confirm you that there was no date breaches occurred from our end.

 

*no typo there: that's how the CAP ONE rep typed it*

 

ME: I'll be honest: you personally and Capital One have pissed me off to no ends. Whom can I contact to cancel this garbage credit card, please?

 

CAP ONE: Jack, I am so sorry that this happened with your card. I see that there was a fraud report filed XXXXXXX and a new card is being rushed to you where we will waive the expense of the rush delivery.

 

*several minutes go by*

 

CAP ONE: Jack, we're sorry that this happened and we're prepared to return your security deposit to you right away and convert your card to an unsecured card. Your new limit will be $750. We value you as a customer and apologize this has occurred. All fraudulent charges have been cancelled.

 

ME: Can I have your EID # please, for my records?

 

CAP ONE: Sure! XXXXXXX

 

ME: Okay, I'll accept the new card and the new terms - at least this time if there's fraudulent charges it will be on your dime and not on mine!

 

*then small talk and the chat is ended*

 

 

USAA Rewards VISA (7,500 - 03/2013) / DiscoverIT (6500 - 03/2013) / Cap One Platinum MC (2750 - 03/2013) / Credit One Platinum VISA (750 - 03/2013) / First Premier Bank MC (300 - 02/2013) / FingerHut/WEBBANK (5200.00 - 02/2013) / Victoria's Secret/Comenity (1500 - 03/2013) / PayPal Smart Connect/GECRB (2900 - 03/2013) / Lowe's/GECRB (2800 - 03/2013) / Amazon.com/GECRB (4500 - 03/2013) / Chevron Texaco/GECRB (1950 - 03/2013) / J.C. Penney/GECRB (2150 - 02/2013) / Target (750 - 07/2013) / Abercrombie & Fitch/Comenity (1850 - 07/2013) / CareCredit/GECRB (4500 - 08/2013) / DCU Visa (2000 - 11/2013) / NFCU Sig cashRewards Visa (7000 - 11/2013) - MilitaryStar/Chase (4700 /12/2013)

Message 1 of 10
9 REPLIES 9
ihatemyscore
Frequent Contributor

Re: Cap 1 Credit Card Chat

WOW!

BK: 7 filed 3/31/12 - Discharged 6/27/12
Made some poor choices and life snowballed
BK: 13 filed 7/29/16 - on a 36th month time out
No CC - No Loans - Student Loans all current.
Message 2 of 10
MovingForward_2012
Valued Contributor

Re: Cap 1 Credit Card Chat

Congrats! I never heard of Cap1 unsecuring cards before!
Cards: Orchard Bank ($1100) | Cap1 Cash Rewards ($2500) | Chase Freedom ($1000) | Best Buy ($2500) | Discover It ($1000) | Barclay Rewards ($2500) | Current scores: EX FAKO: 684, CK TU: 649, FICO EQ: 680, FICO TU: 698, FICO EX: 658 Happy Homeowner Since 2/6/13! Smiley Happy Last App: 4/5/13 Gardening until July 2014
Message 3 of 10
if6was9
Established Member

Re: Cap 1 Credit Card Chat

It would be quite and achievement to get your CapOne card unsecured. I also have a CapOne secured card. I've had it for two years and will be closing it next month.  

 

I also had a problem with two small fraudulent charges on my card. They sent me a card with a new number and removed the charges. No big deal, it's now very common for this kind of stuff to happen. I guess being a jerk with a foreign rep pays off. I might try it next time. 

Message 4 of 10
tattooedhusker
Established Contributor

Re: Cap 1 Credit Card Chat


@if6was9 wrote:

It would be quite and achievement to get your CapOne card unsecured. I also have a CapOne secured card. I've had it for two years and will be closing it next month.  

 

I also had a problem with two small fraudulent charges on my card. They sent me a card with a new number and removed the charges. No big deal, it's now very common for this kind of stuff to happen. I guess being a jerk with a foreign rep pays off. I might try it next time. 


I am concerned with this line of thinking lol

NFCU CashRewards $13.5k | AMEX BCE $15k | Lowes $17k | Sportsmanss guide $7.6k | Chase Freedom $1k | Discover IT $4.4k |
Walmart $8k | Gordman's $2950
Message 5 of 10
Wolf3
Senior Contributor

Re: Cap 1 Credit Card Chat

I'll bet you get a new account and the secured card account is closed, rather than a real unsecuring of previous account.  

 

Let us know.

 

Message 6 of 10
unusuallyconfused
Regular Contributor

Re: Cap 1 Credit Card Chat

To the other commenter, yes, I was a jerk. But I wasn't mean or rude, but I was very firm and very logical over the phone. It was definately more a cross examination than a conversation. I did that to 3 different reps on the phone.

 

During the chat my goal was to try to re-verify what the other 3 reps had told me. I want to be sure what's in their system. Basically, I wanted them to have a record that this customer is on top of things and furious about the issue.

 

I DID NOT expect them to actually change my credit card account - but that's what happened.

 

LAST NIGHT I got an email from Cap One telling me they had overnighted a new card to me. I just literally received the card a few minutes ago from FEDEX.

 

New card: different numbers than my old card.

 

Logged into my account online and here's the changes:

 

Online account matches the last 4 of new credit card. My 300 limit is GONE. My limit now shows 750 as promised by the phone rep yesterday. There is NO LONGER any option for me to "increase my security deposit". That's gone.

 

I have a message from Cap One in my "messages" that my security deposit of $46 will be returned to me after 2 billing cycles.

 

Also checked my credit files this morning and noted TWO soft pulls on my report from Cap One yesterday (the same day I was messing with the phone rep).

 

I've noted in a few threads that there are battles worth fighting and battles not worth fighting: because I got what I got (unexpectedly) I guess I'm going to quit while I'm ahead. But that still leaves the nagging thought deep in my head:

 

what there a data breach of credit card numbers that they didn't tell customers about?? I mean what's the deal???

USAA Rewards VISA (7,500 - 03/2013) / DiscoverIT (6500 - 03/2013) / Cap One Platinum MC (2750 - 03/2013) / Credit One Platinum VISA (750 - 03/2013) / First Premier Bank MC (300 - 02/2013) / FingerHut/WEBBANK (5200.00 - 02/2013) / Victoria's Secret/Comenity (1500 - 03/2013) / PayPal Smart Connect/GECRB (2900 - 03/2013) / Lowe's/GECRB (2800 - 03/2013) / Amazon.com/GECRB (4500 - 03/2013) / Chevron Texaco/GECRB (1950 - 03/2013) / J.C. Penney/GECRB (2150 - 02/2013) / Target (750 - 07/2013) / Abercrombie & Fitch/Comenity (1850 - 07/2013) / CareCredit/GECRB (4500 - 08/2013) / DCU Visa (2000 - 11/2013) / NFCU Sig cashRewards Visa (7000 - 11/2013) - MilitaryStar/Chase (4700 /12/2013)

Message 7 of 10
bs6054
Valued Contributor

Re: Cap 1 Credit Card Chat

How did you conclusively determine that the breach wasn't from the use of your card at some other place?  Unless you have never used your card, I would think that is hard (at least with a non chip&pin card)

Message 8 of 10
unusuallyconfused
Regular Contributor

Re: Cap 1 Credit Card Chat

How did I conclusively conclude the breach wasn't on my end?

 

 

I don't want to get to specific on that for obvious reasons. But the information that I was able to get out of the companies where the fradulent charges were made showed me exactly what information the person or people who used my card had. They pretty much only  had the card number and the 3 digit security code on the back.

 

Everytime I use a credit card online, I substitute my middle inital with one that is not mine. Therefore, if anybody saw the information and tried to copy that, they would always use that odd-man-out middle initial. So when I order online, for example, I write Jack P. Wadd (where "P" is not my middle initial). If somebody had that information and got it from an order of mine, they too would logically use that same combination of letters and I would know instantly the source of the leak.

 

Might not make sense to some people, but I've got a system and it makes sense to me at least lol

 

Second, I've used my Cap 1 card, since getting it, only twice: I was able to get back to those places and determine a few things, too. There is no chance - yes 0.00% chance the info got out that way.

 

As for physical card security? I won't even get into that. But the bottom line of that is I've got my stuff really secure. Even my own family doesn't lay eyes on stuff like that. Plus, the charges all originated from Utah - a place that's several thousand miles from me.

 

Like I said, if there was any possibility that the fault was mine, I'd own up to it and move on. But using your credit cards in strange places is like banging strange broads: you've gotta consider who your giving it too and if you decide to go for it, be protected! And when it comes to checks, cards, credit, etc., I don't take risks.

 

Sometime else is/was going on here. 

 

The happy part of the story is that despite MANY horror stories I've read online about Cap 1, they bucked that trend here and really went out of their way to make the issue right. Sure, I had to push a long the way, but it got done.

 

They called me almost IMMEDIATELY after the charges were made. I got an email shortly after that. They gave me enough information where I could track down the charges and then get them cancelled on the businesses end thus saving me the wait of having the charges go through and saving the companies from shipping merchandise that was fraudulently obtained.

 

Cap 1 overnighted a new card - and ate the charges for that - AND actually gave me a better credit card offer/account than I started out with. Totally unexpected.

 

In all honesty, I'm NOT going to use this card except for MAYBE once or twice per calendar year and that's it. I'll live with the 750 CL and then cancel it when I can app for a better card.

 

 

USAA Rewards VISA (7,500 - 03/2013) / DiscoverIT (6500 - 03/2013) / Cap One Platinum MC (2750 - 03/2013) / Credit One Platinum VISA (750 - 03/2013) / First Premier Bank MC (300 - 02/2013) / FingerHut/WEBBANK (5200.00 - 02/2013) / Victoria's Secret/Comenity (1500 - 03/2013) / PayPal Smart Connect/GECRB (2900 - 03/2013) / Lowe's/GECRB (2800 - 03/2013) / Amazon.com/GECRB (4500 - 03/2013) / Chevron Texaco/GECRB (1950 - 03/2013) / J.C. Penney/GECRB (2150 - 02/2013) / Target (750 - 07/2013) / Abercrombie & Fitch/Comenity (1850 - 07/2013) / CareCredit/GECRB (4500 - 08/2013) / DCU Visa (2000 - 11/2013) / NFCU Sig cashRewards Visa (7000 - 11/2013) - MilitaryStar/Chase (4700 /12/2013)

Message 9 of 10
Boonie
Frequent Contributor

Re: Cap 1 Credit Card Chat

Cap 1 must have been hiding something about what actually happened to be so kind and unsecure your card.

04/10/17 - FICO 8s - EX 769, EQ 710, TU 724
Message 10 of 10
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