Consumer complaint received 2020-01-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/XXXX I responded by phone to a credit card offer sent to my home from Capitol One. The offer terms communicated to me were as follows : 0 % intro APR until XX/XX/XXXX, earn {$150.00} one-time cash bonus when you spend {$500.00} on purchases w/in 3 months of account opening, plus no annual fee. 
The following week I received a confirmation letter indicating that I was approved for a credit card issued by Capital One. On XX/XX/XXXX, I received my credit card and proceeded with a call to activate it. XXXX, at Capitol One, completed the process and confirmed my card had been activated. She indicated that she had used an alternative method as I did not have the capability to send a photo of my drivers license using a smartphone. She had me call her from my phone, as this was an alternative method for her to perform the activation process. Per her disclosure, our conversation was recorded. 
On XX/XX/XXXX while making a purchase with my new card, the card was declined. I immediately called Capital One and spoke with XXXX. I explained to him that my card had been activated by XXXX and that I had not received any notification from Capital One stating otherwise. He ignored my statement and implied that my card was not activated and was restricted as he needed to perform some convoluted process which involved my emailing a drivers license from my cell phone I informed him that I did not have that capability. XXXX was rude, abrupt, and rather than provide a satisfactory solution or acknowledgement that my card was previously activated, he eagerly offered to close my account. 
On XX/XX/XXXX, I phoned Capitol One and spoke with XXXX. She indicated that after my card was activated, it was restricted by the fraud department and that a front and back photo of my drivers license was required. She agreed that I should have been notified about the restriction and provided me with a link so I could send it and I complied with her request. She stated that I would receive a phone call once my card was activated. 
When notification was not received, I phoned Capital One on XX/XX/XXXX. I spoke with Representative, XXXX, at a call center in XXXX XXXX who informed me that he could not read the back side of my drivers license. I explained to him that I had complied and fulfilled all of Capital Ones activation expectations twice and it was time for Capital One to remove their restriction from my card and to discontinue bullying and denying me activation for my credit card. He connected me to XXXX who directed me to resend a copy of my drivers license using the same link previously provided to me. I resent it again as she remained on the line. Again she indicated that the backside of my drivers license was not too clear so once again, I resent it. She then directed me to use a smartphone to take the photo and resend it, after I had notified her and the previous representatives that I did not have that capability or own a smartphone. 
On XX/XX/XXXX ( XXXX PST ) I received a phone call from XXXX, on behalf of Capitol One. He requested that I again submit a photo of my Drivers License from a smartphone, after I had repeatedly informed Capitol One that I did not own a smartphone, so I could not comply with his particular request. XXXX said that my card would remain restricted and I would not be able to use it. 
Its incomprehensible to me that activating a credit card is such an obscured process for Capital One to accomplish? Furthermore, Capital One never once communicated or disclose to me that owning a smartphone was required for opening up or activating a credit card account. Capital Ones reaction/responses to me, regarding this matter, have infringed upon and exploited my consumers rights, especially since I have made every effort to satisfy and comply with Capital Ones requirements.

By enticing and involving consumers to become new customers, then creating obstacles and making unjustifiable demands, is evidence that Capital Ones pretext in denying activation for my credit card, is a convoluted scam and rip-off. This stunt is designed to obstruct customers from deriving specified benefits. Capital One needs to activate my card at once and remove unwarranted restrictions.

Company response to consumer: Closed with explanation