Consumer complaint received 2021-06-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Thank you in advance, for you kind assistance, in dealing with this very difficult problem, with a very large, very difficult, and very lawless company that provides Financial Services of all kinds, which include CREDIT CARDS. I am speaking of CAPITOL ONE. I have been a CAPITOL ONE CREDIT CARD USER, since XXXX. I believe it is necessary, for me to tell you, in this complaint, that, most BANKS, FINANCIAL SERVICES COMPANIES, AND CREDIT CARD ISSUERS, would say, that looking at my PAYMENT RECORD, that I have been an IMPECCABLE AND CONSCIENTOUS PAYER. My PAYMENT RECORD IS WITHOUT FAULT. Having said this, let me move on to the CORE of my complaint. 

In the past, whenever I have had a card compromised, for ANY REASON, all I had to do, as a GOOD CAPITOL ONE USER, is to call their inbound CUSTOMER SERVICE NUMBER, speak to one of their Agents, inform the Agent that my cards had been compromised, and they would send me REPLACEMENT CARDS, IMMEDIATELY, with 2, or 3 day delivery, through XXXX XXXX 

IN XXXX, of XXXX, something took place which has PARALYZED me, as a 14 ( FOURTEEN ) YEAR CUSOTMER : I had my cards compromised. I called in to their usual Customer Service Number, and reached a SERVICE CONTRACTOR. I have NO IDEA where this SERVICE CONTRACTOR was, or is. I can tell you XXXX thing : This SERVICE CONTRACTOR, is NOT a firm operating in the UNITED STATES OF AMERICA. 

I found myself on the telephone, with some kind of agent, and employee working, apparently, on behalf of this foreign service contractor. I CAREFULLY explained to this so-called, " customer service agent ", that my card accounts had been compromised, and I needed to ask for NEW CARDS. 

What this agent, if I may please be allowed to ABUSE THE TERM, " AGENT ", said, was VASTLY DIFFERENT that what the AMERICAN AGENTS that worked with me in the past, said, in handling me, and my compromised card accounts. 

This agent asked me to perform certain things, that I had NEVER been asked to do. I was FORCED to answer questions, from this agent, I had NEVER been asked, by any other establishment, and, most assuredly, I had NEVER been asked by ANY FORMER CAPITOL ONE CARD SERVICE CSR. 

I tried my best to comply with the silly, and unreasonable questions, but, then, this agent, requested that I PROVIDE AN IMAGE OF MY DRIVER 'S LICENSE, BY XXXX, to, as the agent stated, provide PROOF, that this CAPITOL ONE customer for 14 years, was and is, who I said I am. I TOLD THE AGENT, THAT THE REQUEST TO FUNRNISH AN IMAGE OF MY OKLAHOMA DRIVER 'S LICENSE, WAS UTTERLY AND ABSOLUTELY UNACCEPTABLE, and I STRONGLY SUGGESTED THAT THIS SERVICE CONTRACTOR FIND ANOTHER METHOD. 

THE AGENT TOLD ME THAT IF I DID NOT PROVIDE THE REQUESTED OKLAHOMA DRIVER LICENSE IMAGE, I WOULD NOT OBTAIN REPLACEMENT CARDS. 

I TOLD THE AGENT THAT I WANTED TO SPEAK WITH SOME KIND OF SUPERVISER, AND SHE ****REFUSED**** TO ALLOW ME TO SPEAK TO A SUPERVISOR, ASSUMING A SUPERVISOR EVEN EXISTED. 

SHOCKED, DUMBFOUNDED, AND AMAZED AND ANGRY, I BROKE THE LINE. 

SOMEHOW, SOME DAYS LATER, I FOUND A TELPHONE NUMBER  WHERE I COULD SPEAK TO A COMPANY / CORPORATION EMPLOYEE, TROUBLESHOOTER - TYPE OF PERSON. I TOLD THE EMPLOYEE ON THE LINE, WHAT HAPPENED, THAT I NEEDED NEW CARDS, AND THAT MY CARDS HAD BEEN COMPROMISED, AND, THE CONTRACT AGENT HAD DENIED ME MY REPLACEMENT CARDS, AND, THAT I WANTED TO SPEAK TO SOMEONE THAT COULD HELP ME WITH MY CARD REPLAEMENT. THE MAN WITH WOM I SPOKE, ASSURED ME, THAT I WOULD HEAR BACK FROM A CORPORATE EMPLOYEE WITH CAPITOL ONE. I NEVER, NEVER HEARD FROM ANYONE WITH CAPITOL ONE. 

I WAS MORE THAN DISAPPOINTED. 

SINCE THEN, STARTING IN XXXX, CAPITOL ONE HAS THREATENED ME, WITH DELIBERATELY DAMAGING MY CREDIT SCORE. THEY HAVE MADE THAT THREAT, THROUGH MY E-MAIL ADDRESS. 

THEY HAVE NOT CALLED MY MAIN CELL NUMBER. WHY? 

THEY KNOW MY NUMBER. BUT THEY WILL NOT CONTACT ME. WHY? 

THE THREATS AGAINST ME, BY THREATENIJNG TO DESTROY MY CREDIT SCORE, HAVE TAKEN PLACE ONCE OR TWICE A WEEK, UNTIL ABOOUT XXXX, WHEN THE THREATS TO DESTROY OR DAMAGE MY CREDIT, HAVE COME ALMOST EVERY SINGLE DAY. 

AND, STILL, THEY WILL NOT CALL MY CELL NUMBER, AND DEAL WITH ME. 

I TOLD THE AGENT I SPOKE WITH, THAT APPARENTLY WAS ACTUALLY WITH CAPITOL ONE, THAT I COULD NOT MAKE PAYMENTS, UNTIL, AND UNLESS I HAD REPLACEMENT CARDS. 

THE THREATS TO DAMAGE MY CREDIT, PERSIST. 

THEY HAVE NOT, AND APPRENTLY, CHOOSE NOT, TO REPLACE MY CARDS. 

CAPITOL ONE ALSO SENDS ME E-MAIL MESSAGES, THAT " LET 'S WORK TOGETHER ON THIS ". 

I HAVE A CELL NUMBER, THAT CAPITOL ONE CREDIT CARDS HAS, AND CAN USE, DURING REGULAR BUSINESS HOURS. 

THEY REFUSE TO CALL ME. 

I WANT THE WILLFUL DAMAGE TO MY CREDIT RESTORED, PLEASE, IMMEDIATELY. 

IF THEY CHOOSE TO NOT HAVE ME AS A CUSTOMER, THERE IS NOTHING I CHOOSE TO DO ABOUT THAT. 

BUT, I WILL NOT SURRENDER MY DRIVER 'S LICENSE IMAGE TO ANY SERVICE CONTRACTOR, OR ANYONE, BUT A NATIONAL, OR STATE AUTHORITY. MY DRIVER 'S LICENSE IS A PROTECTED, DOCUMENT WITH MY IMAGE ON IT. 

CAPITOL ONE IS AT FAULT, HERE. 

I WISH TO THANK THE PEOPLE AT XXXX, IN ADVANCE FOR THEIR KINDNESS TO ME, AND THE ASSISTANCE THEY CAN RENDER TO THIS 14 YEAR CAPITOL ONE CUSTOMER. 

Sincerely, XXXX XXXX XXXX, XXXX, XXXX, XXXX. 
XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX XXXX, OKLAHOMA XXXX - XXXX THE LAST XXXX DIGITS OF MY SSA # = XXXX MY DOB = XXXX. XXXX. XXXX MY MAIN CELL PHONE, IS : XXXX XXXX XXXX XXXX ] XXXX XXXX XXXX - XXXX XXXX XXXX XXXX ______________________ THANK YOU, AGAIN. 

XXXX XXXX, OK XXXX

Company response to consumer: Closed with explanation