Consumer complaint received 2015-10-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I contacted Capital One, applied for and was approved for a securedMaster Card. I submitted a payment of {$500.00} and received my card laterin the mail. upon receiving my card, I began using it for purchases untilclosely reaching my max limit, at which point I contacted them andsubmitted a payment for the full balance of the card as well asadding an additional password for security. Shortly thereafter, I madean attempt to use the card without success. I contacted CapitalOne and was transferred to the fraud department for further identityverification. After answering all identity questions, I was told it was not enough, and I would need to submit proof of my identity through a secured link and it would take 1-2 business days to clear up. Information was sent in this sequence, all per requestof a Capital one fraud specialist : First I sent a photo copy of my drivers license. Was told two days later that it was too small and needs to be bigger because the address wasnot legible. I then sent another, bigger, copy of my drivers license. Wastold two days later that I need to send a copy of my license and socialsecurity card. After submitting a copy of both, I was told I also needed tosubmit a copy of a utility bill for proof of residency. I informed them that I moved in with my sister, and the utility bills were in her name. Atthis point, I inquired as to why my address on my account matchingthe address on my drivers license would not be sufficient. I was then transferred to an account manager who informed me that the addresson the drivers license would be sufficient as proof of residency, andI just needed to wait 1-2 business days for it to be verified. Uponcontacting them again two days later, I was told that I needed tosubmit a scanable copy of the front and back of my drivers license, or go to a bank and have them verify my identity over the phone. 
I attempted this with XXXX different banks, without success, as thebanks say that it is against their policy, and they have never evenheard of banks doing this. At this point, I submitted many large, legiblecopies of the front and back of my drivers license, as well as a copy ofmy social security card, and a " notarized '' copy of my banking form, ona bank letterhead, verifying my account at the bank, as well as mycurrent address. It has been 3 days since I have submitted all this information, and now when I contact them, I either get hung up on, placed on hold with no one returning to the line, told they did n't receivethe information, which had already been confirmed received, just waitingfor review, or told the management department which does the verifyingwas unable to take the call. I have even attempted to cancel the cardand have them fund the money back to the bank account it came from, also with no type of success. The last attempt I made to contact them inregards to this matter, I was told that they, themselves, could n't evenaccess my account until all the information was verified.

Company response to consumer: Closed with explanation