Consumer complaint received 2022-07-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
XX/XX/XXXX - submitted an over the phone application for a Capital One " XXXX XXXX '' card. XX/XX/XXXX - verbally notified by Capital One representative that my card application was approved and that I would receive my new card within 5-10 business days. XX/XX/XXXX ( est ) - I received a call directly from Capital One 's " Fraud Department '' requesting me to call them back regarding my credit card application. XX/XX/XXXX ( est ) - I returned the call to Capital One 's " Fraud Department ''. The agent indicated that they needed to verify that I was the individual who had applied for the credit card. I indicated that I was. However, they requested additional information, including my full social security number. I indicated that I was very uncomfortable with that ( i.e. refused ). The agent then suggested that I could call back when I rec 'd my card and provide the card number to " verify '' instead. XX/XX/XXXX - XXXX rec 'd a " welcome '' letter ( dated XX/XX/XXXX ) from Capitol One providing confirmation that I had been approved for a XXXX XXXX card. XX/XX/XXXX - XXXX rec 'd an email confirming that my new Capital One XXXX XXXX card had been shipped to my address. XX/XX/XXXX - My new Capital One XXXX XXXXXXXX credit card arrives. XX/XX/XXXX - I follow the instructions to open my Capital One on-line account and activate my card. I notice that some of my profile information can not be edited for purposes of two-step verification, etc. I call the customer service number on the back of my card and appear to be AUTOMATICALLY transferred to their fraud department. The agent informs me that I must submit the following personal information to them in order to continue to have access to the on-line account I just set-up and to activate my new card. This information includes : 1. A physical copy of my driver 's license 2. A physical copy of my SOCIAL SECURITY CARD 3. Proof of residence. I explain that I am not overly concerned about providing my DL and proof of address, but that I am EXTREMELY concerned about providing anyone with a physical copy of my SS card - no one has every requested this outside of the US government that I can recall. I also explain that I am alarmed by the idea that my profile is triggering some sort of fraud alert. I ask if they are required to provide more information that would help my understand why this is occurring, or the source of this fraud alert " flag ''. They indicate that have no access to such info, but only know that the " system '' says that they need this. They indicate that this is standard procedure, but I know this is false as my wife just opened a credit card account with them and had no such requirement beyond all that is typically provided during the application process. I hope to address three things via this complaint : # 1 If I have something on my personal or credit profile that is causing a fraud alert in the financial systems, I want to clear it up immediately to avoid future issues - I need to know what source is being used and who I can contact to resolve this. # 2 If asking for a physical copy of a social security card is as intrusion and risky as I suspect it is, I think Capital One ( and other banks ) should be heavily discouraged from making this request- it could lead to people being less guarded in doing so. # 3 I'd like to get my account active with what my approval was based on. I provided significant personal data including my social security number and access to my credit report. I'm extremely disappointed that these demands are being made by Capital One AFTER being approved ( and receiving the physical card ). I'm extremely concerned that they are actually requesting a physical copy of my social security card. I'm frustrated that they can provide no insight into why exactly I am being flagged as a fraud alert so that I can work to understand or resolve any variable that is causing this- I am unaware of anything in my long credit history that would explain this outside of some attempt of identity theft of which I am unaware.

Company response to consumer: Closed with non-monetary relief