Consumer complaint received 2018-03-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VT
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:
All dates are approx. 

In early XX/XX/XXXX I applied for a personal credit card with Capital One, NA ( " CO '' ). The application was done entirely on line and no documents were provided. The card was approved and issued almost immediately with ( I believe ) a credit line of {$21000.00}. The card was used sporadically for a year and the balance paid upon receipt of the monthly statement. 

In early XX/XX/XXXX CO offered, by email, to issue a second card to an authorized user. I completed the application process and was notified before XX/XX/XXXX that the additional card had been approved and would be mailed to me at the address I included on the authorized user application. To date the card has yet to be rec 'd although, in multiple telephone conversations in the last 4 weeks, I have been told that the card was mailed twice to me. 

By a letter dated XX/XX/XXXX but rec 'd almost three weeks later ( in part because CO mailed it to an incorrect and dated address ) I was advised that my credit line had been " placed on hold ''. I contacted CO at the telephone number on the form letter. This would be telephone call # 1. That contact was with a person who was unable to help me, but because it was Saturday when I called the contact suggested I call back during " regular business hours ''. Contact # 1 did affirm that the authorized user card had been mailed and that she would have a second card issued to replace the absent card. I called CO again the following week in telephone call # 2. In the second call I managed to, eventually, speak with someone who claimed the title of " manager ''. Both people with whom I spoke in call # 2 insisted that I provide additional documentation to establish that I was the cardholder ( i.e., XXXX XXXX ). The additional documentation included a government issued photo ID showing my current address, and which I explained was a document which did not exist. ( Ironically, it also did not exist when I originally applied for the card in XX/XX/XXXX. ) Because I was unable to establish any rational dialogue with the " manager '' during call # 2, and because the women with whom I spoke said her supervisor did not take telephone calls, I requested that the unknown supervisor contact me  within the promised 24-48 hours. That call was never rec 'd. 

On XX/XX/XXXX I called CO a third time. On this occasion I spoke with multiple people and including another " manager '' who insisted that I had to provide documentation which, as I patiently and repeatedly explained, did not exist. Between call # 2 and call # 3 the situation grew more offensive, however ; at the time of the second call to CO I was owed some unknown amount of reward points. By call # 3 I also had a positive balance on my CO card because of a credit from a retailer.

CO now insists that it will not answer any questions about the card, sums due to me, or a refund mechanism, and apparently plans on simply sitting on the frozen account for an interminable period of time. There is no contact with whom I have spoken, in approx. 2.5 hrs of telephone conversation, who seems interested in addressing this CO-inflicted and created situation.

Company response to consumer: Closed with explanation