Capital One Credit Card Complaint

Capital One Credit card department,

Customer service / Customer relations Texas

My wife and - sons ( ages - & - ) went to - - on - -, 2016. The CapitalOne credit card she was using was hacked on - -, 2016. CapitalOne balanced out the fraudulent charges and closed the credit card account and told us that they will have a replacement card shipped to her, in - -, within -5 business days. I called CapitalOne after 5 days when she did not receive the replacement card and was asked to wait for another day or -. I called CapitalOne again after two days when the card did not arrive and demanded a tracking number and after several minutes on hold, I was told that they had an issue sending the card to the - address, which the rep and I spent nearly 15 minutes to make sure it was correct, and that they took the liberty to send the replacement card to my - home address via USPS and did not have a tracking number available.


It seems that they do not have any records on file of ever shipping a replacement card to my wife in - - or to me at the - home address at this point in time. On - -, I gave up on trying to resolve this issue with the phone reps and decided to take my issue on their corporate - page. I got a response stating that they would relay the message to a group that would call me soon ... which I never got a call back from, but for the interest of being fair, I did ask them not to call me until they had a resolution, meaning, I wanted them to take action to ship me a replacement card as soon as possible. I also sent an email to the CEO ( -- ) with no response. On - - 2016, with no other options left, I took a chance and sent my wife my CapitalOne credit card with my name on it via - - - mail, hoping that she would not have any problems using it since it did not have her name on it ... and on the same day, I got a call from a rep from CapitalOne who reviewed the issue and took action to send me a replacement card to my home address overnight and the card arrived the next day. I sent the new card to my wife via - - - mail again and she received it today ( - -, 2016 ). The entire process took 28 days and during the process, we were forced to spend what little cash we had while paying for various international bank fees for the transactions with our personal checking account. The vacation was planned for - - to - -, 2016 and nearly half of the time was wasted waiting for the replacement card. I feel that CapitalOne has failed to meet the minimum quality of service and should be liable for their neglect.