Consumer complaint received 2018-10-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
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:
None of the categories were a very good match for my complaint. I tried to pay my credit card bill as I usually do, but found that I have been locked out of online access to Capital One. Over the last month, I have made repeated calls to their customer service and been escalated to technical support. I knew that a late charge would be applied to my account, and it was. At this point in time, I have called 11 times. The crux of the matter is that XX/XX/2018, I legally changed my name and gender. My social security card, identification, insurance, etc ALL reflects this change. At this point in time, I have 2 credit cards that hadn't been switched. I had sent documentation of my name change to Capital One a couple months ago, but didn't hear anything back from them. During every call to their support I mentioned my name change. After 8 calls to them with no progress on being able to access my credit card online I canceled my card and requested a closing statement, which they did send. However, I then received an email informing me that my Capital One 360 bank account was overdrawn. I tried to log in to see what had happened. That was when I realized that it wasn't just access to my credit card that was locked. It was also my checking account, my savings account, and an investment account ( which I normally ignore ). I called customer services yet again. I explained my situation again, and the customer service agent removed the late fee, and escalated the call to tech support. This time I was told that my name was changed on all of the accounts except one and that the mismatch was causing the trouble. This agent informed me that he was unable to do anything about it as it was a 15 year old auto loan and only people in that department could help me. He gave me another phone number to call. I called the Capital One auto loan department the next day. The customer support person was polite as I explained my frustration about how much time I had invested in trying to access my own money and credit. She put me on hold, then came back to explain that there was a balance due on the auto loan, ( which I dispute ), and that the only way to change the name on the loan would be to refinance it, but that it wasn't refinance able because of the small amount ( under {$500.00} ). The loan is so old that it does not show up on my credit report and would not be collectable even if there was a valid balance due. They want me to send in a birth certificate AND the court order showing my legal name change. I was not assured that this would fix the problem. I had already sent them copies of my driver 's license, my username, passwords, answered every security question, and given my current/previous addresses, etc. I have not been asked for my birth certificate by any organization I've done business with, not even to get a new driver 's license. I request relief and assistance in my dealings with Capital One to make them update the names on my accounts to my legal name. The amount of effort I've made should be enough. No one who has changed their name through marriage is made to go through this type of process. It is blatantly discriminatory. 

XXXX XXXX

Company response to consumer: Closed with explanation