Consumer complaint received 2020-04-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
To whom it may concern, The paragraphs below are of the Corporate Complaint I submitted to Capital one back in late XX/XX/XXXX .... 

" After what has transpired with one of my Cap1 credit card accounts ending in XXXX, Im very a disappointed and extremely upset Capital One Credit Card and Auto Loan customer! 

I originally called Cap1 and spoke to someone with employee ID : XXXX on XX/XX/XXXX around XXXX CST to inquire about a pending credit from XXXX XXXX XXXX XXXX in the amount of {$140.00}. Prior to calling you guys I proactively called XXXX to ask if they had released the funds, which the rep by the name of XXXX XXXX did confirm it was in fact released back to Cap1 on XX/XX/XXXX at XXXX. When I spoke to XXXX, she advised there was no credit submitted back so she would need to call XXXX to confirm. She attempted to call them with no luck, but did say the other option was to file a dispute since it had been over 10 days from transaction date or try to call back and get a representative on the phone. 

I expressed to her I was on board to whatever was the easiest and fastest way to get the funds back since I was planning on using that money. Employee XXXX said regardless, a credit for that amount would be issued to my account within 3 days while dispute was open. If after the timeframe of the dispute they didnt hear back, then I would be charged that amount back and then would need to follow a different process. I agreed to all terms. 

Once that was done, I mentioned to her that I had recently changed my number and wanted to see if it was an option for me to change my number with her. XXXX said she will need to send a verification text to my number, then I reminded her the number on file is no longer active, hence the reason for me wanting to update my number on file from XXXX to XXXX. XXXX then took my new number and said she will send a verification text. After a minute or so, she came back and said for some reason the system is not allowing her to send that text verification to my new number and said now I would need to send a copy for my Driver License to her. I immediately expressed to her I didnt feel comfortable sending over any of my government issued IDs and asked to forget about updating my phone number. 

I didnt think anything about it till I tried to make a purchase this morning XX/XX/XXXX. When I went into my APP, it read my account was RESTRICTED. Not knowing if it was related due to the dispute submitted over to XXXX, I called in to ask what was happening. I spoke to an inbound call center rep, whose name I forgot to ask, and she then advised the reason why my account was restricted was because of my verification. The rep said I would need to submit a copy of my DL. I then said I didnt make any changes and dont feel comfortable sending over my DL. Requested to speak with a manager. After 15 minutes holding for a manager, I was finally transferred to XXXX, employee ID : XXXX Freud and dispute supervisor. 

I went on to explain to her the situation and asked what I needed to do to get my account active. XXXX advised since my new phone number is not registering as a government verifiable number attached to me or for her to be able to call me to verify, the only option would be for me to send a picture of my DL to her using a link thatll go to her directly. XXXX reassured me after DL was verified it will be discarded. I again expressed to her I was not comfortable doing that but if it was the only option to reactive my account I would go ahead and send it over to her. 

To my surprise XXXX texted my NEW none verified number, XXXX, the link where it requests me to capture my DL and send it back to her. 

I did what was requested and then confirmed she received it! I then asked why she could send me a text message to my NEW NUMBER requesting my TX state issued DL but could not send me a text verification code or why that couldnt be used as a form to verify it was me. This was Shocking to her and had no way to explain why that was the case. XXXX was extremely apologetic and said she has no idea what the systems work differently. After a few minutes, she asked if I recently got a new DL. I conformed and advised her I just renewed my DL a couple of weeks ago. She said because of that, she would not be able to remove the restriction!!! 

At this point Im jumping through all your hoops to get my account active, even after I mentioned a few times I was not comfortable submitted my DL, for then XXXX to come back and say its not possible to remove the restriction. You can only imagine how upset I was at this time. I asked XXXX what other options I had. I offered to send her all documents I had available, which was a picture of my SS Card, DL and even a copy of my new contract with XXXX reflecting my new number and name. She said none are acceptable and will need to wait. 

This is the worst experience Ive had with you guys in which I took over 2 hours of my time to get NOTHING resolved, but instead be told that IT CAN TAKE MONTHS for the government to update their systems and have my new number as a government verifiable number. MONTHS!!!! Months without me being able to use my card or make online payments. She said I would need to call in each time to make a payment or mail it in!!!! What an inconvenience for me as I hate calling in to call centers and mail mail? Who in this day and age mails in payments? I to all my transactions online!!!! 

I also offered the idea of me driving to the nearest Cap1 bank and verify with all parties on phone. She said thats not an option either. 

Im beyond XXXX and disappointed with Capital One. This is not a good way to keep customers happy or loyal to you guys. 

Im requesting an urgent call back to discuss this in further detail all my issues and concerns Mobile : XXXX Email : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Today XX/XX/XXXX - I called Capital One and spoke XXXX with employee ID : XXXX who stated was a Freud and dispute manger. She confirmed my Corporate Complaint letter was in fact received on XX/XX/XXXX, however there weren't any notes as to a follow on my letter, nor was I reached out by anyone from Capital One by phone, email or letter as I was advised I would receive a call within a week after my letter was received. XXXX said she didn't have a reason or answer as to why no one has followed up with me. At this point I'm extremely frustrated and when I asked to speak to XXXX 's manager she said there is no one I could speak to. We talked back and forth and at one point she raised her voice and talked over me. To this day/time my issues have not been addressed and my card still remains " restricted '' Please assist me on getting a resolution on this matter. I've tried all I can do and it appears I hit a roadblock at Capital One. 

Thank you for your time, XXXX XXXX

Company response to consumer: Closed with explanation