Consumer complaint received 2020-01-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The issue is with verification by the use of a cell phone number that I find to be a security risk. My online login password was not going through. I then went on to do a reset. The reset asked me for phone number to text a code. My phone on account is no longer valid. The Agent Walmart Capital One credit card advised the only way is by cell phone to text a code. I said I will then call in to make payments but would like statement mailed and update to a P.O. Box. I had to call in again to make a payment and request statement to find that statement and address was not updated. Second agent was able to take payment and update address. Upon calling Walmart Capital One credit card department to make a payment, the agent verified me through Social, phone number on account and date of birth as is the norm. I advised that Im calling because I am not able to login online. The agent submitted my payment online with no additional verification and then took it upon her self to transfer to see if there is another way for online log in which I really did not want to go through again. The agent I was transfer to checked other possible way and told me the only way is by adding a phone in which I advice I don't have a phone number on my name and the security risk that procedure is being that anyone can call in and provide any phone number to have a code sent. The agent stated that phone number would have to be under my name or system would not update. I advised agent that had previously added a phone number not under my name. I asked if I can send id. Agent stated I could but would need to include a call back number lol. I then advised agent to verify statement was being mailed, agent could not give information because of the phone number as he claimed it to be. I advised agent to check the address. Agent stated he does not see the address I mentioned at all. Well I call in again after trying to use the card and found out that a restriction was placed on the walmart credit card. I contacted capital one and they advised me restriction due to further verification. I explained that the previous agent could not verify phone for online log in but it should not have caused it to block the card it self. I also mentioned that the previous call I was verified through social, phone on account and date of birth. I then requested supervisor. Supervisor was kind enough to stay on phone and assist with email submission of Identification to activate account. The interesting part is that a phone number was still needed to be able to log in online. The other interesting part is that my correct address was on the account so somehow it was updated without having the updated phone number but the previous agent didnt want to go the extra to ask if there is another possible address which would have been the same related to the one I had mentioned to him with the exception of street number being a P.O. Box. So if the supervisor had not assisted the way he did I would not have a statement if incorrect address had been put in, the restriction will not provide any info by phone or allow me to make payment and then that would have put my account in delinquent status. I am still not able to login online so I am killing trees to have them send statement.

Company response to consumer: Closed with explanation