Consumer complaint received 2020-02-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I received a letter dated XX/XX/XXXX on XX/XX/XXXX stating I need to send proof to Capital One that I am in fact who is the account holder on all 3 of my Capital One accounts before XX/XX/XXXX or my accounts would be restricted. I called Capital One to verify this was not a scam letter as I have been an account holder over 5 years and never once asked to send documents other than when I opened the account. The agent said it was valid and I had less than 24 hours to send the information to them. I went through a blizzard, called in late to work and faxed the documents to their " secure line ''. I called back and let them know I did get them faxed. The agent said great looks good we will let you know. In the meantime I am working to pay off debts to improve my credit score to buy a house. I paid off over {$2700.00} in cc debt to Cap One last week and logged in to make sure my credit score had risen to what the simulator said it would to find my accounts restricted. Went through 8 agents in three days on lengthy holds ( over 48 mins ) to have them tell me " they lost my personal data and to go to bed and try again in another day ''. After going through all these agents, I still had to resubmit the same data to still have my accounts restricted while I " wait for them to call me back ''. Secure data is not secure when your credit card company " loses '' it. Why are they spending ad monies on telling the consumer their data is important to them and they protect it at all costs when in fact I have proof they don't? I kept telling each agent I had a time/date stamp fax cover sheet proving I sent it to the right department and before the deadline. No one could do anything but once again tell me to send it over again and wait to have them call me back if a few weeks once they had verified the information. I am appalled at how my secure documents : driver 's license, social security card, federal tribal id card, my paystub and all account information including my physical address and billing address, sent to a " secure '' fax line showing with the time/date stamp it went through successfully is somehow " lost ''. How is the customer supposed to feel when they have been paying insane high interest rates, paying 2x a month above the minimum required and still yet got the account slammed with NO further communication from Capital One? I am grossly appalled and tired of being pushed to different department after department with no one resolving anything and blaming others. I reached out on social media to get a response and was told they were going to call me back. Never did until I had been on the line going through the same situation previously mentioned. I have now spent 102.10 minutes on the phone with various Capital One agents bouncing me from department to department to no avail. I sent over the same secure information ONCE AGAIN today and now have to wait until someone combs through the information once again to prove that it is me. Ironic since each agent would ask me identifying information on my accounts each time I got transferred. If any of my accounts were fraudulent I wouldn't have the identifying data. So in loosing my information, did an employee steal my identity? I won't know so I have to secure my credit file now. Thanks for the stellar customer service Capital One. So glad to be rewarded like this for being a good customer for over 5 years. I would strongly recommend not ever applying for a Capital One credit card- EVER! The customer is last and because they make a mistake they slam your accounts.

Company response to consumer: Closed with non-monetary relief