Consumer complaint received 2020-02-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
I called Capital One to update my telephone number on my account on XX/XX/2020. They asked for initial information to verify that I am the card holder. After confirming that information they asked for my new phone number. I was asked to hold while my new phone number was entered in order to send a 6 digit pin code. The representative said that the pin code didn't go through. He then stated that he could call my new number for verification. I was then told the call did not go through and at that point I will receive a link to my phone in order for me to send a photo of my driver license or social security card. I immediately expressed I was uncomfortable with sending my personal and private information. I was transferred to a few different representatives. I spoke with XXXX to whom I asked if I could go online to update my information instead. She said I could and I asked if she could walk me through the website to do so. She told me to login with my username and password. I was already logged in to my online account and asked where do I go to update the number. I was told to proceed to " settings ''. While looking for " settings '' to update my phone number I asked XXXX where should I look for it. She wasn't clear with her instructions so I said that I would attempt to figure it out myself. She didn't respond. I restated that I would attempt to update my number on my own. At that point the page refreshed and went back to the login screen. XXXX blurted out that my account was then locked and I need to provide a photo of my license. I asked why have I been locked out. She stated that it was locked due to fraudulent activity and that I need to send a photo of the " back '' of my driver 's license. I hung up the call and proceeded to re-login and was met with a screen asking to make a selection to receive a text or call for verification and my " old '' telephone number was listed for those options. I also spoke with supv. XXXX who offered no other resolution. While speaking with multiple reps I've asked how else can I verify that I am the card holder to update my phone number. I was asked for my DOB, entire credit card number, my address, and last 4 of my social and I provided all of that requested information. After speaking with multiple reps I received an email prompting me to click a link to send documentation but the email doesn't specify or list acceptable documents. 
Additionally, now I can't make a payment over the phone by using my normal method of proving my debit card over the phone and now I have been asked to provide my routing number and checking account number by phone. I've been told by Capital One reps that unless I send a photo of the front and back of my driver license my account will remain locked. I have not received any notification of the status of my account.There are too many scamming incidents nowadays and this appears to be another tactic.

Company response to consumer: Closed with explanation