Consumer complaint received 2019-04-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Hello, my name is XXXX, and I am a very disgruntled, hurt, embarrassed and feeling disrespected Neiman Marcus card holder. I have been a customer/ card holder for over 12 years. I am an XXXX member in good standing and have always been. I recently decided to add authorized users to my card. I added 2 people, on XX/XX/XXXX without a problem, then I added 2 more on XX/XX/XXXX and they froze my card. I contacted customer service because I found out my card was frozen on XX/XX/XXXX when I asked my sales associate to make a purchase/ send to store for me so I could come into the store to try on.. my card was declined. I was not sent anything from NM, my payments were on time, and nothing was sent out via email, or mail, that said this would or has happened. I called customer service and they asked me to come into the store and bring my ID to verify myself. So I go into the store XX/XX/XXXX, to show my ID, and remove the hold. The customer service rep in the store called customer service while I was standing there in the XXXX XXXX XXXX store. As I was speaking to customer service over the phone, I asked could I remove an authorized user, that was added on XX/XX/XXXX because he had applied for his own card, while they were removing tis mysterious hold. They said yes, I could remove him and I replaced him with another person and 1 more, that makes 4 authorized users. I don't see a problem with this because I have had authorized users on other cards of mine. I have added and removed on other cards also. The customer service rep asked for the names to remove and add and said that we will put another hold on your card until Monday so the new users can be verified. I had no clue that they do background checks on authorized users. Which was weird because it was Friday XXXX, so where are you verifying anyone and since when do you do a check on authorized users? Monday came and went and the hold was still on my card. The following week I received a letter stating that my card was under investigation for fraud. I would love to know how when I personally went into the store with my ID, and they swiped it and verified it. The letter stated, I was under investigation and that I needed to submit a copy of my drivers license pic, front and back, my social security card front and back, and also my pay stubs and XXXX, and my signature at the bottom of the letter. So the first thing that I am thinking is that someone in customer service is trying to pull fraud with my full identification, and they must know I was just in the store showing ID somehow. I would never feel comfortable sending out my entire life with my signature through the mail, nor fax, or anything else, to anyones desk. The IRS dose not even ask for that type of info. This was a Flag. So now I feel like Im being profiled. Its my right as the credit card holder to add and subtract anyone I want if I don't personally feel like the user is a threat to my card or credit. So I called NM customer service and they said they had no idea where that letter came from, then connected me to Capital One, and the customer service rep that helped me apologized and also said that they would never send out that type of letter asking for such sensitive documents. I was then told to call NM security in the morning. So XX/XX/XXXX I called back to Neiman Marcus and the customer service rep, said that my card was still frozen and she didn't know why because I brought in my ID, but she would connect me to Capital One security. A lady in CapOne security was helping me, she said the letter was actually real and I explained that never would I feel comfortable sending that type of info via mail, or fax and why should I when I physically went into the store with my ID. She said she would leave a message with the security person at NM that was in charge of handling this situation, and for me not to call them, she would take care of it. 3 days later still no call back. Friday, XX/XX/XXXX, I called in security at CapOne back, she proceeded to call a supervisor to help me get the hold removed from my account because the security at NM that handles these situations never returned her call. Mysteriously the supervisor or whomever she spoke with now told her that NM will not remove the hold, and that I have to produce all of the same information for all 4 of my authorized users before they remove the hold. So I tell security that if Im not sending my life, neither are the authorized users, and now, Im not only suspected profiling, but I actually know that Im being racially profiled, I am filling a complaint. They are trying to steal my identity, and mess up my credit, because as of XX/XX/XXXX they had not reported to the credit bureau until I went on my XXXX XXXX and filed a complaint on NM, and told the credit bureaus that they had not reported my good standing with the credit bureaus nor did they update that my card had payments that have significantly lowered my balance. I am being profiled, and they are now giving me a certain amount of days to send in the same invasive info of 5 people 's DL, SSC, XXXX  and signatures. I told security to remove all of my authorized users and she said they won't remove them until you send in everyones info. What the heck kind of racket is NM trying to pull? It is my right as a paying card holder to add and removed an authorized user to my card. So if I don't send in the info, they are going to shut down my card. That is unbelievable and they are now trying to mess up my credit by taking away one of my oldest credit cards. I have never been so XXXX off in my life. The fact that one person can cause all of this ruckus in my life because of how they are personally feeling about something. This is not right, I know its illegal, they are making up rules along the way as they see fit. I also feel like they taunting me because they have control over the system. Now it is XX/XX/XXXX, and I am still being ping ponged back and forth between the two entities and no one will give me info on someone higher up that may be  able to help me and to restore my card back to normal. I asked for the credit card info that states the stipulations of adding and subtracting authorized users and what warrants for fraud activity. After I have filed many complaints and spoke to different people, the last person I spoke to today said that I could be anybody continuously calling in. I am so freaking furious. So, Who was I when I took my ID into the store? And why when I say Im not sending in sensitive documents does that make them say now we want them from everybody, I think that is really crazy and its like someone said now that you are mad and want to remove everyone, we are going to make you even more mad and ask for everyones info.

Company response to consumer: Closed with non-monetary relief