Consumer complaint received 2020-09-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Capital, one has put, through XXXX  to the point I had a XXXX XXXX IIended up XXXX   XXXX  because of it. And they continue to XXXX  me. Because of my current situationLet me explain the situation I had tried to log in several days ago to make a payment on my capital one XXXX  master card ending in XXXX simply to make a payment as I usually do and I have done so on time for the last 5 years. I inputted the correct user name and pass word but for some reason their system said that there was something stranger about the login even though I used the correct login information they locked me out of my account.The only way to fix this was to do a verification text via cell phone and thats the problem I currently do not have a working phone due to my finical situation and the pandemic. I have issues with XXXX  I lost my mom in XXXX my grandparents a few years latter my brother died in XXXX and my father died and I have no on who I can get help with for a phone. There are no pay phonesthere'sno alternatives.Capital, one ran me around for over 4 hours I reached out to their customer service chat and spoke with a rep they refused to fix the log in information they said the only way to login is was with that verification text but since I am in hardship I can't get a phone in a timely matter in order to make the payment on time. They have no physical branch locations and the one that they do have in XXXXwhich is not open however I did stop by the branch location to use the kiosk and I couldnt make a payment their because you have to have the physical card which I had explained got shredded by accident earlier this year and I was unable to reorder one because you have to call and as I explained to the rep for over two hours I had no phone. The rep suggested however to possibly reach out to a friend who had a phone so that they could get the verification text and it could be resolved that way So I got a close friend 's permission to use that number I entered in the cell phone number in but still capital one would not use that number because it wasnt registered to me I could have gotten a cheap prepaid phone and capital one wouldnt accept that number. So again, I reached out to the customer service chat and spent over two hours with them and they just ran me around the rep said we can do that with that number I gave her the number I waited and then she said oh we have an error with that number it's not in your name. I had already to her that and what the situation was why didnt she listen to me. She then escalates the case and askes for contact information so that someone can reach out to me I told them email me via the email thats connected to the account she said no they can't do that they have to call. She didnt seem to be listening to what I said during that entire two hours. You can't have someone simply reach out to me via email why is that such an issue.Firstly, capital one doesn't have any us based customer service and secondly, its the worst Customer service I ever had to deal with they gave no alternatives except ways to torture me and run me aroundalli wanted to do is log into my account as I have done so for the last five yearsI have five other accounts with other companies and I have never had this issueMy desert schools bank account and credit card through XXXX XXXXgive me no hassle over my new device. My credit card account for them you enter your user name they do ask you a security question and you enter your pass word and thats it.No issue with my XXXX XXXXMy XXXX  XXXX XXXX account allows me to login with this device there a little bit stricter you enter in your username then you do a picture verification to verify your human then your password and sometimes they do want to do a verification code but they allow you to do so via email but I have had no issue with boaI can even log into my XXXX  car XXXX onthi9s device with noissueCapital one is the only company I have had this issuewith andit'stoo muchThey also made an erroneous claim that it was because I signed into the account with a new device. Well my Pc had broken and I had to order a new computer in the interim I had an tablet which was not a phone it only had internet access and I was able to login and make a payment that posted on the XXXXof XXXX in that time they did send an email flagging it but the email stated that if it was me that logged in to simply ignore the email. I did not anticipate having any issues simply making this month 's payment and just being able to simply log inIt 's just run around and nonsense they say its security that it's their priority customer service should be their top and number 1 priority. Do you want to go to a grocery store where there are armed guards everywhere? And you have to give a finger print just to enter the store or do you want to go into a store where someone greets you at the door with a smile people wanttodo business with a company where they feel welcomed and thereisn'ta hassle and this is a hassle.And this is not the first time I have had issues with capital oneIn XXXX when I opened the accounts I couldnt log in because they had my old credentials from accounts that were closed out of mine from XXXXandhad issuesloggingin then.I also tried to have the billing date moved and they told me it would takeat leasttwo billingcyclesto do thatLast year I had tried to have them reevaluate my interest rate as my credit score had increasedsubstantially andthey refused to do so on a permanent basis and the interest rate goes up every year even though my score had increased during that time.And now this garbage with the login they have essentially blocked me from logging into the account simply because I do not have access to a phone even thought my login was legitimate using a device with the sameipaddress that I have had for almost 6 years now at my residence which is on file with capital oneI havehadno physical card for the account ending in XXXX for six months because youcan'torder one onlineAnd no one from capital one wants to resolve this their social media team was supposed to reach out the same day that never happened. Their chat support seems to just run me around and at some points didnt seem to read my messages or understand the complaint and I had it out with the guy and used a lot of XXXX. And then it seems like theiraccusingme of something simply because I got a new device and its wrongI had several panic attacks I had hurt myself in one of them over this my payment will be late and I have a very difficult time even getting access to a phone I am panicked right now and capital one has done nothing to even resolve this matter and I simply dont know how much more of this I can take.They need to understand that not everyone has access to a phone. You may have a XXXX or you may have an issue with a phone thats either on order in repair so or even infinicalduress what's is a capital one customer supposed to do in that situationThey have never once tried to resolve any of my issues andit'snot right all I want to do is have easy access to my account and just simply enter my username password and thats it why makes this sodifficult itswrong what they put me through and they need to help in this situation

Company response to consumer: Closed with explanation