Consumer complaint received 2021-06-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/2021 I took a Capital One Credit Card offer and redeemed it on the Capital One Website per the offer instructions. I made an online account and read that I would receive a card by XX/XX/2021. I received an email confirmation about my new account and my online account access and to download the Capital One mobile app for XXXX. 

On XX/XX/2021 I went to log onto the Capital One website with the same login and password I had created. I was not able to login. I called the XXXX customer number and was told that online access would be available when I received my card in the mail. On Saturday, XX/XX/2021 I received the Capital One credit card in the mail. 
On Sunday, XX/XX/2021 I went to activate the Capital One Credit card per the instructions included with the card. I attempted to login as the option on the CapitalOne.com/Activate site allowed and found I was not able to. I then downloaded the Capital One mobile app for XXXX phones and tried again to activate the credit card online. I was subsquently locked out for attempting too many times. I ended up activating the Capital One credit card via the XXXX number typed in light black ink at the bottom of the page of the numerous instructions given ( in different languages ) and the card was activated. 
I attempted again to log in onto the Capital One website to access my account, link the account to my bank to process payment and see what balance was. Unfortunately, I was not able to do so. I called the XXXX number again for Capital One and I spoke to Capital One operator XXXX whom stated that my telephone number had not been validated and it would take 10 ( ten ) days and since I had signed up on XX/XX/XXXX it should be " validated tomorrow '' which was Monday, XX/XX/XXXX. I asked repeatedly if that was true and if it was going to be validated on Monday XXXX XXXX, a bank holiday. 
XXXX stated yes. 
I hung up knowing that the Capital One customer service representative did not state if the 10 days to validate my telephone number was calendar or business days. 
I tweeted the information to CapitalOne account. I checked online the CapitalOne website and in the documentation that was sent with my credit card there is NO ( none, nothing ) stating that the user telephone number needs to be validated either by calendar or business days. I repeated there is NO STATEMENT ON THE WEBSITE OR IN THE DOCUMENTATION THAT THE TELEPHONE NUMBER HAS TO BE VALIDATED Tonight, Wednesday, XX/XX/2021. I attempted again to gain online access to my Capital One account to simply connect to my bank account to ensure payments will be processed and to see what the charges are. Again, I was not able to access or reset or set up the Capital One website account. 
Per the Capital One XXXX account it stated I should ask for a Supervisor. 
I called the Capital One Customer Service number. I validated my account does exist and my identity but ended up waiting 25 minutes for a Supervisor to NOT GET ON THE LINE. The Customer Service agent then tried to assist me and sent via email a link for me to log into my account and the same problem occurred. I explained that I had been lied to by the other customer service agent XXXX and from what I could tell in the background noise that the current agent I was speaking to was being pressured and harrassed by her coworkers speaking degratory statements in XXXX and she was frazzled as much as I was. I restated the reason for my call and asked her if she was safe and she didn't answer the question which now I so worried for her safety. 
So, the biggest problem is that I do not have Capital One account access via mobile app or website. Worse, it sounded that CapitalOne Customer Service Call Center is XXXX place to female coworkers. Lastly, Capital One Customer Service Representative XXXX lied about validation of telephone numbers which is an act of bad faith and malicious intent. 
At this point I doubt I am going to trust Capital One to act in good faith and I am not interested in a long term relationship with them.

Company response to consumer: Closed with explanation