Capital One account closed - no warning!

Sagaris

Apologies if there is a similar thread alsewhere - I did look but probably missed it, so apologies if someone has already posted.

I use the above card regularly, online and in 'normal' shops, nothing out of the ordinary there.

About 20 minutes ago I had a phone call on my mobile, then whilst digging down my bag to get it there was a call on the landline, which I missed due to being on the mobile.

It was Capital One calling to say they had identified 'unusual' spending on my card - I went though all recent transactions without being prompted, and every one tallied with what they had on their records - then the story changed. The operator said that they had reason to believe that my card 'may' have been compromised and that my card details 'could' have fallen into fraudulent hands - so they had kindly cancelled my account, without telling me. They could not tell me where this supposed information could have been leaked from.

Normally this would not raise any suspicion, but my husband's card with them was cancelled 3 weeks ago, exactly the same reasons were given - although he had not used it anywhere out of the ordinary either, and had exactly the same conversation with them. It took them almost 3 weeks to get another card to him, although they promised faithfully when he spoke to them as the cancelled his account, that it would take no longer than 5 working days, which lengthened to 7 days, then 10, then 14, each time he rang them to find out where it had got to - by then we were worried that the new card had been intercepted in the post!

Of course, it's really inconvenient that it's happened now, luckily I've got nearly all the Christmas stuff I needed to get, but it's always good to have a back up in case my bank card goes haywire!

I've never had this with any other credit card provider I've used (and I've used a few in the past!), is this standard practice for Capital One or are other credit card providers being extremely pro-active in closing accounts? I'm not a late payer either, the balance is cleared in full on both accounts every month.

Sagaris

I'm asking if it's usual for other CC providers to close the account first and ask questions later?

They went thorough all the transactions with me - or rather I told them what they all were - there were no pending ones that were unaccounted for - they assured me there is nothing else waiting to hit the account. None of the transactions were 'suspicious' or out of the ordinary - and instead of contacting me to query whatever it was that they thought was dodgy, they cancelled the account outright and then thought to contact me, same as they did with my husband.

When I had a NatWest credit card (many moons ago!) they thought they had found a dodgy transaction and asked to speak to me there and then in the store where I was using the card - no problem, and I carried on with the transaction.

I was just wondering if it is common practice for them to close the account first (at some inconvenience to the customer) and ask questions later, or is this what all CC providers are doing nowadays?

borders_dude

You say they cancelled your account and closed your account?

That would imoply that you have had your account closed and are no longer a customer.

Are you sure they didnt put a temp stop on your card until the fraud question was answered and now that you have will infact have a fully working card in a day or so?

Paulgonnabedebtfree

borders_dude wrote: »

You say they cancelled your account and closed your account?

That would imoply that you have had your account closed and are no longer a customer.

Are you sure they didnt put a temp stop on your card until the fraud question was answered and now that you have will infact have a fully working card in a day or so?

Temp stop sounds the more likely scenario. I don't have a capital one card but I've had temp stop implemented by barclay/goldfish card before. If they are actually cancelling accounts over this it sounds like a serious admin glitch.

se999

We had this happen with a credit card when on holiday in the US. Fortunately we'd got other credit cards with us. In our case we'd used the card in a place where an employee was being investigated, so anyone who'd used a card there was having there card stopped. Unfortunately they wouldn't tell us the full story on the phone from the US, they said the card should be working normally, it was only when we got the post when we got home that we discovered the reason and could get the card working again.

JezCooke

I had this happen with my Capital One card, according to their fraud department they had been informed by a retailer that the card details may have been compromised (I'm thinking website hacked, dodgy member of staff stole details etc.). There were no fraudulent transactions on my account but they closed it immediately anyway. New card with new number turned up a couple of days later and the account info/cashback etc carried over to the new account. If it happened to your husband's account too then perhaps you both used your cards at the same place which was the source of the leak?

oldagetraveller

Sagaris wrote: »

I'm asking if it's usual for other CC providers to close the account first and ask questions later?

They went thorough all the transactions with me

Possibly normal practice? Smile thankfully did the same on my CC a couple of years ago. Blocked/cancelled the card then 'phoned me to check the transactions. However, in this case there were some not authorised by me, the common £30 O2 top up, cinema tickets and Stagecoach and then a John Lewis £1800 which they blocked.
They are protecting themselves too but even if non are fraudulent some people are the first to start complaining if the bank/card provider did nothing.
Yes, it is inconvenient and I too have a backup in case.
I'd have thought they haven't "closed" your account, as the thread title and wording suggests, but just cancelled the card.

michael1983l

I have had capital one card for 8 years and never had a problem like this. I don't trhink it is typical.

kidcat

My capital one card went missing in the post last year, I hadnt even known it had been sent but when I didnt activate it within so many days they cancelled my account and contacted me to tell me that a new card and account number etc where being sent out. Closing the account prevents any future fraud and is their std practise. They just transfer everything onto a new account number for you and send new card.

virgo149

My account wasn't closed but they cancelled my card due to suspected fraud activity this time last year. It took them a couple of weeks to get a new card out to me meaning I lost a lot of cashback on my xmas shopping. Obviously glad they did it if it was correct,but knowing what Capital One have done to customers in the past, I was not entirely convinced. Also meant as my account number changed I had problems returning an item from the old card as they shop wouldn't believe me.

davethorp

My natwest Visa debit card had a temporary block placed on it last week as they wanted to confirm some transactions with me. Once I had verified I had authorised said transactions, the block was lifted and my card worked fine