Consumer complaint received 2022-10-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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 a credit balance on my credit card from CapitalOne. With other banks I have done business, the process is very simple to have a check issued and mailed to my house, which is the address on file with the bank. I had a bank credit recently with a card administered through XXXX. I called and said I had a XXXX XXXX, and asked for a check and they very simply said " ok we'll mail you a check. '' I had XXXX bank recently where when I called, the automated system even suggested getting a credit refund as an option. I called, the system pulled up an account, said my XXXX XXXX, and asked if I wanted a credit issued. I just pushed a number on the phone to say yes and it was so easy and time saving. 

This has been my experience with CapitalOne though : I first called about a XXXX ago and asked to a representative. She said to help me, she had to verify my identity to protect my account and asked for permission to text me a code. She read a disclosure, and I said yes. Then she immediately said it would not go through. It was so fast, it didn't even seem possible that she actually really did this action. I asked her to try again, and it would not go through. She said she'd have to try another way, and that she will text me a link I can upload a photo of my government ID. ( This seemed fraudulent to me. ) So I tried and then the system said it couldn't upload my ID. I asked if there was any way I could get my money back, and she just could not help. 

I was XXXX by not having any options, and hung up. I checked my account online to see if I had my correct phone number, and make sure everything was up to date. I tried to see if there was a way to request a credit refund through the online portal. There was not. I tried to see if there was a way to file a complaint. There was not. I could not find any options to receive my own money back and did not know what to do. 

I tried calling again XXXX ( XX/XX/22 ) and had the same experience. I then asked to speak to a supervisor. Same thing happened again. I expressed that I think it's their phone system ; she said it's mine and I can contact my phone carrier, and sometimes their " short messages '' go through. I have no idea what this means or how to do this and absolutely should not have to do anything like this. 

When she had me follow the link in the text to upload my government ID - I tried this XXXX and she even said she could see my ID. She can tell it is me, and yet she still can not issue my money back. I uploaded it XXXX times and it would not let me processed. The system gave a message that my ID must be in " rough shape '' or expired. It is a brand new ID card. She then said I can upload my document and asked how I'd like to do that, online, by fax, or by mail. I ask how is that any different than what I have already done - it's the same ID? 

I've spent over an XXXX so far on this, and I seem to have no way to get my money. I asked if they have a policy where they will automatically issue a check to a cardholder who has a credit balance. The supervisor said they have no policy like that. So their policy is to keep any money they can, and when you request it you are unable to have your request honored. I do not understand how this is legal. I would like my money back.

Company response to consumer: Closed with explanation