Consumer complaint received 2019-07-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have opened a CapitalOne 360 account. For a couple of months I did monthly transfers using XXXX using my CapitalOne account. After a few months later, all of a sudden I was asked to verify my phone number by them texting me a code. Since I am a CapitalOne credit card holder for nearly ( or over 10 years ) I wasn't sure what is the point to verifying my number when they have it on file. However, they could not verify my number stating that it's either a VoIP number, a non-US number, is not registered to my name, the billing address is not what they expected, or the number is billed to someone else. 

I have also encountered the same problem when I am trying to add someone as a joint account holder. They are unable to verify my phone. I have the phone number registered to my name for over 7 years. This is my only mobile number and this is my first mobile number. I have never created, used, or owned any other mobile number or SIM card. 

The person I was trying setup a joint account with has the exact same problem. Has the mobile number from the same major US carrier for over 10 years, but that person 's phone number can not be verified either. 

Every time I talk to an agent, they give me the run around and they each tell a different story. I have contacted my phone carrier. There is no block of any kind on my phone, is able to send and receive text messages. We both live at the same residential address and have the mortgage and house on both of us ' name for 11 years. 

I have been trying to resolve this issue for a week, but the last time I contacted CapitalOne the agent told me that the number has to " settle '' which could take a few months. Seriously!? Settle? A few months!? What is that, a newly constructed house? Why was I able to do XXXX transfers in the past couple of months without any issues or verifying my phone number and all of a sudden I am not? 

Both of us has a joint CapitalOne credit card for over 7 years so they know we are linked. They have all the information they need that is years old and haven't changed since. Yet they are giving the run around with different story each time I call. The number has to " settle '', the phone might be " blocked '', the carrier is at fault, etc, etc, etc. 

I find this unacceptable that a banking system in 2019 would be so messed up. At the very basic level, CapitalOne should disclose what verification they use for the mobile phone ; with which 3rd party company ; and what ( if any ) requirement they need in order to verify mobile numbers. If they have a problem with any of us ' mobile number, they should disclose it in detail what the issue is so that it can be rectified and not treat it as a secret. 

Reading online sources, some people say that prepaid or pay-as-you-go phones are not " qualified '' for banking purposes because there are no SSN associated with them. But these are unconfirmed guesses from the general public. However, even if this would be the case, I would also find it unacceptable that one has to purchase a $ 70+ monthly postpaid subscription in order to conduct basic banking online services such as money transfers and creating a joint account. 

CapitalOne has no branch in the state where we live so it is not possible to walk into a branch personally and present a driver 's license. As more and more people turn to and use online services including banking, online/paperless accounts for paying bills, loans, and everything in-between, banks should disclose the exact requirement needed for phone number verification and not leave customers in a limbo state not knowing why and where the error is. Customer support agents should not have their own " story '' of why this happens. Banks should know and provide customers the exact reason errors happen so customers can take steps, if necessary to correct them. 

Just like if there's an error in someone's credit report, this can be remedied ( hopefully ) by contacting the credit reporting agency. However, when banks give nonsense information and are not willing to disclose the third party they use for verification so customers don't even have a chance to find out why the problem exist and take corrective action, frankly, I would not call this acceptable in 2019.

Company response to consumer: Closed with explanation