Consumer complaint received 2018-09-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
On XX/XX/2018, I applied for a Capital One XXXX   Credit Card online using an offer code I received in the mail from Capital One. I was approved online and received email communications that I would receive the card Tuesday, XX/XX/XXXX. On XX/XX/XXXX, I received the credit card, however, I also received a letter that there was suspicion that the account was opened fraudulently using my personal information. That same evening, I called the number provided on the letter and spoke to a representative from the fraud department. I was instructed to provide documentation to prove my identity, and they emailed me a link to their portal to submit the documents. I submitted the following : The front and back of my current and valid NYS driver 's license My social security card An XXXX cable bill from XX/XX/2018 A XXXX XXXX XXXX XXXX  bank statement from XX/XX/2018 I promptly submitted the paperwork online that evening, and was told I would receive a response within 72 hours. Shortly before XXXX on XX/XX/XXXX, I received a phone call from the fraud department. I was told that the documentation submitted had discrepancies, the account would be permanently restricted, and could not disclose any details as to why or what discrepancies were in those documents. I asked if the hard inquiry for applying for the card would still show up on my credit reports. She confirmed they would. I requested to have them removed, since the account is locked and they refuse to acknowledge that I am the person who applied for the card. The representative transferred me to her supervisor, XXXX. He reiterated what his associate had told me, and stated I needed to contact the credit bureaus to have the inquiry removed.

at XXXX on XX/XX/XXXX, I called XXXX to dispute the hard inquiry from Capital One. I was instructed by the representative that in order to remove the inquiry, I need a letter of deletion from Capital One. I called back Capital One through the phone number that appears on my XXXX credit report. I spoke to a representative named XXXX, who transferred me to a fraud department manager XXXX. After being placed on and off hold, re explaining my situation, he transferred me to XXXX, his manager. After explaining my situation, he stated that they can not send a letter of deletion for this situation. This makes absolutely no sense : You claim I am not who I say I am and this account was opened fraudulently, yet a letter removing this " fraudulent '' inquiry can not be done? Exasperated, I ended the call.

I have a credit score of almost 800, no late payments, over 7 years as a customer with XXXX. I have opened credit cards and credit lines with : XXXX XXXX, XXXX, and XXXX, and I have never been requested to submit documentation to prove my identity, let alone be denied on the basis of that documentation. I do not agree with the policy that they will not release the reason for disapproving my identity documentation. If there is a discrepancy in my identification documents versus what is in my credit reports or public records, I would like to know so I can contact the appropriate agencies to correct it. After reviewing my credit reports from all three bureaus, I can not find any evidence of discrepancies when the information is compared to my identification documentation.

It is not fair that I am being penalized on my credit reports by having this hard inquiry placed against my account, when I have been fully cooperative and submitted all of the proper paperwork as requested. Receiving this credit card was on a time-sensitive matter ; having this hard inquiry mark on my credit report means I am at jeopardy of not being approved for credit, or receiving a higher interest rate, if I apply for a loan or credit card with another bank. I do not have time to wait 2 years for this inquiry to come off my credit report. Capital One needs to review and change their credit application procedures to avoid having hard inquiries placed on " fraudulent '' applications and accounts, and most importantly, procedures need to be in place in providing a letter of deletion if an account was opened " fraudulently '' as they claim. This is the first, only, and last time I will ever conduct any business with Capital One.

Company response to consumer: Closed with non-monetary relief