Consumer complaint received 2023-09-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I forgot my password for my Capital One account and they would not reset my password without sending a copy of my Photo ID. I was not willing and since I could not access my account I stopped using the card. They eventually closed my account but keep sending me emails about my account. They said my email is still attached even though the account is closed. They will not stop sending me emails. 

You are now connected and chatting with XXXX. 
XXXX, Hello, this is XXXX, and welcome to our Capital One secure chat service! This chat will be monitored and recorded. 

Please Note : Your chat window may be pushed behind your browser window while navigating our site. If your open chat window is lost, you should be able to locate it again by minimizing any other open browser windows. 
We have not heard from you. Do you wish to continue to chat? 
We have not heard from you. Do you wish to continue to chat? 
You, Hi XXXX, I keep getting emails from y'all but you cancelled my account a few years ago due to lack of use of the card because you would not let me reset my password without sending you my Photo ID. I was not willing to do that so eventually my credit card was closed. Now you won't stop sending me emails. 
XXXX, Good afternoon! Glad to have you on chat. 
Let me just gread through your response. 
You, The emails don't have a do not subscribe link. 
XXXX, Thank you for bringing this to our attention. I completely understand where you are coming from. 
You, can you just remove my email from future spam? 
XXXX, Let me check your account here so I can further check how we can best opt out on those e-mail notifications that you're receiving. 
I surely can. What's your e-mail address please? 
You, XXXX XXXX, Just for me to make sure I am doing the right process for this, you're receiving marketing e-mails from Capital One is that right? 
You, All emails, it seems like the ones I get consider me a customer still. 
XXXX, Got it. 
One moment please You, Thank you. : ) XXXX, First, I am making sure that you're not getting any marketing e-mails from Capital One. You're most welcome! 
Ive updated your preferences and your request will be processed immediately. Your decision will not apply to campaigns that are currently in progress. 

You have opted out of receiving marketing emails, but you may continue to receive them for the next 10 business days but rest assured after that, you should not receive any marketing e-mails from us. 
Second, you mentioned you had an account with us. Are you also receiving alerts about that account on your e-mail? 
You, I got an email to update my account to add texts to avoid fraud XXXX, That's noted. 
You, XXXX XXXX XXXX Regarding your Capital One account ( s ) Fraud happens fastget notifications ASAP XXXX XXXX XXXX, We noticed youre not currently set up to receive important account alerts via text from us. 
XXXX, I will need to locate that account to make sure we stop those e-mail notifications your receiving about it. 
You, Great. 
XXXX, Thank you for sharing that. 
To best assist, I'll just have to verify some information from you so that I can search your account and further help. Okay? 
You, Sure XXXX, I appreciate it. 
I'll send a secured form here on our chat box. Please click Validate identity below, fill out the information requested and hit submit. 
Just received it. Thank you XXXX. 
You, The address will be different due to my moving. 
XXXX, That's noted. Thank you I'm now searching for the account. Please stand by. I will get back to you as soon as I have it pulled up. 
You, Thanks. 
XXXX, You're most welcome. 
You, Username was probably XXXX XXXX to Remember. 
XXXX, That's fine hun. 
I now have your XXXX account card ending in XXXX. What I noticed on this account is though you haven't used this, you still have your e-mail address attached to it that's why you're still receiving e-mail notifications. 
You, Interesting. : ) XXXX, Yes so I am checking here the best way for me to make sure this e-mail is removed on your account. 
May I place you on a brief hold for around 3-4 minutes? 
You, Yes, thank you. 
XXXX, I greatly appreciate you working with me. Please stand by thank you You, You are great to work with. 
XXXX, Oh that's so sweet of you. This keeps me motivated for the whole day! 
So what I am now doing is sending this issue with our support group. Kindly stand by for me. 
You, XXXX  XXXX, Thanks for holding. We're currently now reviewing the account. 
Thanks for patiently waiting. I need to ask for you for one more favor. In order for me be able to completely remove the e-mail from the receiving these account alerts, I need to do a verification on my end. 
I hope you still have time for this. Please bear with me. I need to perform some additional verification by sending you a code via text message. May I please have your mobile number? 
You, XXXX XXXX, Thank you so much. 
I'll try sending a 6-digit code to XXXX. If ever that system won't let me use it, then I may need to try another verification method. 
Disclosure : By providing your mobile number, you consent to receive a one-time text message containing a six-digit code to validate your account. Message and data rates may apply. 

You authorize your wireless carrier to use or disclose information about you and your wireless device, if available, to Capital One or its service provider for the duration of your business relationship, solely to help identify you or your wireless device and to prevent fraud. See our Privacy Notice for how we treat your data. 
I've tried sending the code to XXXX but my apologies, I am unable to use it yet for this request. Sometimes this may happen when number is not saved on the account or name/address from mobile carrier does not match the account. 

I'll need to try another verification method for this. 
You, I have a different number now than I used to, that is what caused the whole issue to begin with. 
XXXX, I understand. And that number 's still on file. But this is only for a one time verification so we can get this done. 
I will need to perform some additional verification using a picture of your ID. Its secure and easy to complete. 

You will need : A valid state-issued ID or government-issued drivers license. A cell phone or tablet that can receive text messages and take pictures. 

I will send a link via text message to a number of your choosing to XXXX. 
You, Ha ha. That is why you lost my business. I guess I may just have to file a complaint with the FCC. Not your fault. 
XXXX, I just want to ask first, will it be okay for us to go this verification method? 
You, Heck no! I explained that in the beginning of this text. 
XXXX, I'm sorry but though I am working with Capital One. As a customer myself, I do understand where you're coming from. 
XXXX XXXX  You, I will provide the FCC proof that I have asked Capital One numerous times to stop harassing me and spamming me and that you won't stop. 
XXXX, One moment please. 
I do understand your point. On our end, even though this is a close account and an old one, before we can make any other changes, we are always required for additional verification. We always would love to ensure that we're on top of our customer 's security. 

I also reached out to our team regarding this and this is only for a one time verification. Once completed, we can completely remove the e-mail on the account and this is all done. 
You, Do you understand how stupid I would be to send me a copy of my ID to stop you from sending me unwanted emails? That is insane! 
XXXX, But I do understand you're decision not to push through on this. I'll leave a note on your account just in case you reach back to us. I was able to stop the marketing e-mails. 
You, I will be filing a complaint with the FCC. 
XXXX, I do get your point. ID verifications here are not seen by any agents and is reviewed automatically. But again, I won't force you to do something you're not comfortable with. 
You can also reach our account experts on phone if you have time to check for other available options we have to get the e-mail removed. Here 's our hotline : XXXX, open 24/7

Company response to consumer: Closed with non-monetary relief