Consumer complaint received 2019-03-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I had opened a Capital One MasterCard credit card about two years ago. On XX/XX/XXXX, I decided to apply for a new credit card due to a promotional bonus and also needing a Visa CC for Costco Gas. The credit card was approved and days later, my existing card was restricted. No email, call, text, or notification. After calling in several times XXXX and XXXX, was told I had to complete a verification that my social security number belonged to me before both of my accounts could be unrestricted ( Form SSA-89 which is Authorization for the SSA to release social security number verification ). Note I have joint savings and checking accounts with my husband at Capital One with thousands in deposits as well. 

I receive this form in XXXX ( now 1+ month later ) and sign and send it back. XX/XX/XXXX and they have not received the form accordingly to them. No clear answer as to what's happening at this point, only that they need the form signed to verify my SSN belongs to me. Capital One resends the letter and provides me with an emailed link to upload a copy of the XX/XX/XXXX letter I had mailed. Apparently the copy I uploaded did not suffice as it needed to be signed within 30 days ( even though the form states the consent is valid for 90 days ). I used the link to also upload my passport, green card, social security card copy, XXXX IRS tax transcripts, NJDL, gas bill, cable bill, and documentation from XXXX, all of which support my name, address, DOB, and SSN ( my full identity ). This is now in XX/XX/XXXX. 

Beginning of XXXX ( about the XXXX ), no response, call, email, or text from Capital One still. Sign on to online banking and see that now BOTH of the credit cards are closed. I've now called in over 15 times and spent countless hours on the phone trying to rectify the situation. I even offered to go to a Capital One branch to show my identification in person to verify my identity. I've gone above and beyond to prove my identity and even continue to have no issues with my existing Capital One deposit accounts and over 5 different banks I also use. I call in and am told my credit card is closed and the fraud department was unable to verify my name matches with my social security number. A representative offers to assist me by personally handling the matter and to this day, I have not had a response from her. She simply stated my name does not match my SSN per the social security administration information they received. I asked her to confirm they ran the name and number correctly. No response as of yet on this. She asked me to go to the local social security office, which I did about a week later to request a letter validating my SSN belongs to me as Capital One recommended. 

The SSA states they do not provide letters as my SSN belongs to me and my SS card is my proof of this. I've already provided this to Capital One. I call in and advise the same. I also ask for a new link to upload additional supporting docs and ask for the same rep that assisted me to please call me back. Multiple calls asking for her to call me back have gone unanswered. I received the link ( still XX/XX/XXXX ) and uploaded additional supporting documentation, including mySocialSecurity website printout showing I'm enrolled and that my SSN, name, and address all correspond to the information Capital One has received from me. I also uploaded my XXXX tax refund that I'd just filed with my husband in its entirety along with the XXXX from my employer. Not my direct deposit goes into the Capital One checking account that is STILL opened to this day. How is it possible that Capital One will close out my credit cards because " my social security number doesn't belong to me '' but leave my deposit accounts opened where I have thousands of dollars deposited? 

This is terrible business practice. Seems to be more convenient to keep my deposits when it benefits them. Note I also have NEVER made a late payment or carried balances, which ALL of the reps I spoke to confirmed as well. There were no prior issues at all with the account. to this day ( XX/XX/XXXX ), Capital One has not responded at all to my inquiries. Every time I call I'm told the documentation I provided is still being reviewed. I had even uploaded my a new picture of my social security card and the supporting documents ( passport, driver 's license, green card, tax transcripts, etc ... ) back in XX/XX/XXXX. I have never been so ashamed and embarrassed to have to " beg '' for assistance so many times. Terrible, terrible customer service and follow-up. No accountability whatsoever. After bringing Capital One so much business over the years ( and I still have a banking relationship with them as does my husband, who has 3 credit cards actively being used and in good standing - one of which I'm an authorized signer on, ironically ), this is how they treat me? Truly disappointing and unacceptable. 

If I was impersonating someone, why would I continue to " expose '' myself by submitting so much supporting documentation supporting my identity? Why would I volunteer to go to a Capital One branch to show face and verify the original documentation in person? Why hasn't Capital One accepted me going in person to verify my government-issued identification? There are so many disconnects that I still can not believe this is happening today. 

I even emailed the CEO last week and to this day - no response. At this point, I don't even know what to do to try and get a straight answer. There is just no customer service. Capital One has NEVER sent me any correspondence whatsoever related to my accounts being frozen or eventually being closed. They REFUSE to assist me and provide customer service. I am STILL a customer and continue to have thousands of dollars in deposits with them under MY NAME with MY SSN, which they say does not belong to me and as a result closed out my two credit cards? This doesn't make sense. Someone or multiple individuals are not doing their job. These are unfair business practices that are taking place and bad customer service, which shows they truly do not care about assisting their customers and only continue to provide the services that truly benefit their bottom line, in this case, thousands in deposit balances.

Company response to consumer: Closed with non-monetary relief