Consumer complaint received 2020-11-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
This is a follow up complaint about Capital One Credit Card Company. My original complain number is XXXX. This was closed after Capital One provided their feedback but I found that feedback unacceptable. 

They state in their response that : " On the first page of your Customer Agreement ( enclosed ), under the Account Information section, it states, We may ask you for additional documents to verify any changes. We may restrict or close your Account if we can not verify your information, or if you do not provide it as requested.

The entire statement is this : " We need information about you to manage your account. This includes : 1. your legal name ; 2. a valid U.S. mailing address and residential address ( if different ) ; 3. your date of birth ; 4. your Social Security number or other government identification number ; 5. your telephone number ( s ) ; and 6. your employment and income information ; You must tell us when this information change. We may ask you for additional documents to verify any changes. We may restrict or close your Account if we can not verify your information, or if you do not provide it as requested. '' I opened this card in XXXX and they asked me for additional documents for ID verification in XXXX. I do not know what changes occurred to required that additional information. 

In XXXX they asked me for the front and back of my valid driver 's license or State ID, proof of residency ( utility bill ) and a signed copy of my Social Security Card. I provided the driver 's license and a copy of a utility bill. I asked them for an alternative to the social security card as I did not have that with me. They refused to provide an alternative.

According to the agreement Capital One quoted, they MAY ask for additional information. It is not required. They do not specify what type of information which indicates there is flexibility. 

Under item 4 of the agreement, they require my social security number OR other government identification number. I provided my social security number. 10 months after opening the account Capital One asked for additional information. They asked for my driving license. This is a Government ID and would satisfy items 1, 3 and 4 of their list of documents. They ask for a utility bill which satisfies item 2. A copy of my social security card does not provide any additional backup which they did not already cover. I also offered my passport which is another valid Government Identification number.

Capital One 's was unwilling to provide an alternative to my social security card even though they had already satisfied the ID verification requirements as per our agreement. This is a breach of contract. The contract states that Capital One " MAY ask for additional documents to verify any changes. '' What changes occurred to require documents and if there is no specific set of documents listed, why can they not choose an alternative document when I do not have access to the specific one which they require?

Company response to consumer: Closed with explanation