Consumer complaint received 2020-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 have three checking accounts, one savings account and two credit cards with capital one. I am currently overseas. First week of XXXX I could not login to my online account because it kept saying to verify a code sent to my US phone number. My US phone number would not work here overseas. Capital One 360 manager said I can't login to my online account until I come back to USA and confirm the text code. I called again. This time the manager from 360 account transferred the call to the security team. The operator from the security team said that if she can verify me manually there should not be any issues for me to login to my account. She sent me a secured link to upload my driver license and she confirmed that I have been successfully verified and sent me a temporary password and I was again able to login and reset my password. Few weeks later it stopped me again from logging in, again same issue asking me to confirm the text code sent to my US phone number. I again called capital one and the female operator from the security team again sends me the same link to upload my driver license and says I have been successfully verified. She said she will transfer the call to a manager at 360 and said the manager would now be able to give me access to my online account because she has been able to fully verify me already. So the call was transferred. The 360 manager said I can't get access to my online account. I told her that the operator from the security team just now verified me but she was adamant that she would not give me access to my online account. What kind of harassment is this!? I called capital one a number of times after that but everyone said I would not get access to my online account. I told them that on XXXX XXXX the security team member did give me access to my online account after verifying me manually. But this time they were all adamant that no online access for me whatsoever. One manager said if I keep travelling, 360 account is not for me, he said capital one is a local bank and not meant for people who keeps travelling every now and then. I couldn't believe my own ears, a manager at 360 telling me that. This was the most absurd and ridiculous thing I have ever come across with my banking in my whole entire life - you go overseas, you lose access to your online account. This must be a Capital One speciality. 

Since I don't have access to my online account, I decided to place a temporary lock on my credit cards for safety. The manger from the credit card team confirmed me on the phone that he has placed a temporary lock on both my credit cards but refused to confirm that to me in writing. 

It's my fault I opened an account with Capital One. I am not worried about my checking accounts and savings account no more because I have transfered out all my money and I would never bank with capital one ever again. Lesson learnt. 

But I can't close my credit cards and so I would still need online access for my credit cards. I would also require a written confirmation that both my credit cards have no balance owing in them and both are temporary locked.

Company response to consumer: Closed with explanation