Consumer complaint received 2018-02-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
My name is XXXX XXXX. 
I am requesting Capital One to correct the mistake that it made, and remove the hard inquiries on my credit file that were performed in XXXX and XX/XX/2018. The timeline of the events is as follows : I have received in XX/XX/XXXX a " You already pre-qualified letter for the XXXX XXXX, reservation # XXXX and access code : XXXX. 
Signed by XXXX XXXX Senior Vice President, XXXX XXXX P.S. Don't miss this exclusive offer. Get the NEW XXXX Card and watch your points add up! Reply today. 

Since I already have 2 credit cards with Capital, I wanted to make sure a third application will be favorable, and therefore I called Customer Service and I was rest assured the application is pre-approved and it would be no problem to apply. I have also stated to the Customer Representative that I have changed my address from XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX to XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX, and again the representative stated it should be no problem with the application. 

After the conversation with Capital one representative, I have temporarily removed the security lock on my credit file, and completed the application on-line for the XXXX XXXX, and I have received the message that I am conditionally pre-approved and I must call for more details. In the call, the Capital One Customer Rep stated I need to send additional information about my identity to prove that I am the person making the application. 

I have noted that Capital One have accessed my credit file, and made 3 hard inquiries with all 3 credit bureaus. After the inquiry has been made successfully, the credit file security lock was activated again. 

As a response to the request, I have sent few faxes with all documents requested, but with no success received. I have called again multiple times to confirm if my documents were received, but Ive been told the Fax images are not clear and I must send the documents again and again. In total, Ive send 3 different faxes ( in color and black-white ) and also Ive mailed an envelope with copies of my documents. 

On XX/XX/XXXX and XX/XX/XXXX, Capital One has made unauthorized attempts to access my locked credit file, only succeeding with XXXX. 
The result was my application for XXXX XXXX was declined.I am very disappointed with the Capital One and the overall application process for XXXX XXXX. 

I made multiple calls, sent faxes and mail, and lost a lot of time trying to clarify what I was told to be a sure thing. Above all, I am perplexedly disappointed that Capital One made another ( unauthorized ) enquiries on my credit file, without asking my permission. 

I had applied for this credit card in good faith, however it was done under the false pretense that I was " pre-approved '' - in the end all I have got was 4 hard inquiries and a lot of frustration and time lost. 
Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation