Consumer complaint received 2020-02-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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:
Capital One. What's in my wallet? Well, not them. I have been an account holder for years. Problem is I can not access my online account because Capital One only gives the consumer strict ways to access their accounts and statements, generally one way, to change their passwords which, is through their phone number ( particularly their cell phone ). My account is through an old cell phone that I longer have but, they want to send a message by text which, the site offers the same. I explained they can send a text message but, I no longer have that number so, the text will go out in space somewhere or to another owner. Neither have I possessed a cell phone or a cell phone in 2 or 3 years at least. Now, keep in mind, I have been dealing with this for over 3 days now in one week so, I'm now filing complaint. Capital One ( some of the other companies too like XXXX, XXXX etc ... ) are relying on phone numbers especially, cell phone numbers to identify you. Problem is should one no longer possess the number or something has happened to their phone, no longer has it, been stolen ( cause we all know that certainly doesnt happen ) etc. So, then what? Well, you stand big chance in losing, suspension of your account or having a hold on it, AND MORE if demands aren't met and they can add more if they want or deny you all together. You are basically XXXX  in lots of cases. My family had this problem with online media and now with Capital One. One the first night of dealing with this, I was tossed around like the XXXX  or a hot potato between three departments for at least 40 minutes. I had to disconnect because I have a family that needs me too. Well, Capital One did not like that so, I was told I had to send a copy of my driver 's license or state id because my verifying the last four digits of my Capital One account number, then the full 16 digits, the security code on the back, my address, my date of birth, and my social security number PLUS they have my financial information to accept MY PAYMENTS every month and I gave them one of my old passwords but, I'm not me, of course. A list of at least EIGHT THINGS TO ID ME and now they want my ID too so that is NINE and they may request more. That really is a long list of stuff to give someone to prove who you are. In addition, I have made payments to them fairly faithfully WITHOUT THEIR PRODUCING A MONTHLY STATEMENT in which, I thought I was entitled to and have requested one many times, denied one, told  to go online since, I was signed up but, I can not get into my online account and can modify nothing or view anything because the website has extreme limitations and restrictions which is no help to the account holders and customer service isnt much help either since, both want to send a text to a cell phone that I no longer have and regardless, I am expected to send them monthly payments but, they can decide whether or not to accept payments, they don't have to send me a statement, and make it hard for one to do so, or view an online statement and allowed to treat me however on the phone. They can decline my payments or make it difficult for my making them. So, they asked for an abundance of information about me : four digits of my Capital One account number, then the full 16 digits, the security code on the back, my address, my date of birth, and my social security number plus, I offered previous passwords and my payment information from but again, I'm not who I say I am and do not deserve online account access. Even speaking with a manager, I got nowhere plus, she wanted to argue with me, letting me know everything Capital One can do and request and what I signed my name in blood for in a condescending manner. I didn't ask for anyone to recite their memorize scripts or patronize me letting me know what I got myself into or to make me feel like they got me where they want me. That card or kind of black mail doesn't work either. But, bet if I could access my account, I could get those policies. Well, if Capital One wants my utility bill, I expect it paid in full. They don't need birth certificate, social security card because I give social security number on my application. I might have sent in a copy of it when I applied as well. Since, it has not been entertaining enough, it's now tit for tat as she let me know should I refuse to submit payments, she honored me with threats to the credit bureaus and more. So, if you refuse them payments, as they can refuse yours, they can report you to credit bureaus to ruin your credit and your life which, is no exaggeration. I know because I went through this with another well-known auto dealership which, there was never a resolution other than to agree to disagree. In addition to the already 40-45 minutes, I lost another 35 minutes or more of my life and family time. I called a day or two later, to get account balance so, I could perhaps make another payment but, again I had to give last four digits of account, full 16 digits of account, the rest of the long line of information and was now surprised, by that wonderful argumentative manager I had the pleasure disputing with, with a whirl to the FRAUD DEPARTMENT which, makes it harder for you to make payments as well. This is because I refused them my driver 's license ( I believe, I had to send them in addition to my social security card to apply and be approved for the card ) so, that that manager could throw her weight and authority around to show me who is boss and what she can do per our arguing talking over each other which, all started because I could not change my password online and needed their help since, I don't have a cell phone anymore and they refuse to reset because I'm everyone but, who I tell them I am regardless, of the big list of ways requested to id me. I continue to go round n round like a merry-go-round. They offered no real help and even had me drag in my kid for their cell phone acting like they were going to send the code there but, tried to trick me into giving them a barcode on my id after, I already told them I would not do it since, I have given them the long list of what they want but, Capital One want more and, the gentleman I spoke with in FRAUD let me know I WAS BEING DIFFICULT and they were not? I also admired their slick idea of trying to get me to do something I clearly stated I was not doing. It was deceitful on the companys part since, they are accusing my being the same and insinuated my being stupid thinking I would go for it or not be intelligent enough to figure it out. Capital One has no intention of making it achievable or realistic in letting me into my online account to view statements, make payments, rewards, policies, account number which I already have, perhaps fico score which, I already get through credit bureaus and maybe more. Now, the last customer service rep was willing to accept money suddenly from me but, I am not allowed a statement, use of my card or use of my account ( over online account password restriction and refusal of id because they want more and more and tit for tat ). Another thing I want addressed is WHY AM I WHO I SAY I AM IF IT MEANS YOU GET MONEY FROM ME? Granted, money is money no matter where it comes from but, I can talk to a representative in fraud to give Capital One money but, I am otherwise not me? Certainly, not a slap in the face or an insult? I beg to differ. In addition, to treating me like I'm not valued and stupid at best. I realize a mediator may tell me I am wrong, Capital One is wrong, or both of us, are at fault. Capital One and other companies using residential and cellular phone number for identification need to have more than one way change their passwords or id because people change phone numbers all the time or lose their phone, service gets turned, phones stolen, off etc. Capital Ones competitors are more than happy to assist me and use different ways to id me including questions, digits in account number, social security number, previous passwords close to what was used last etc. Anyone committing fraud could have my drivers license, ss card, birth certificate, all account numbers and say I have moved or have new address to get more information or open more accounts in my name but, its unlikely they would call in for a statement or password change for financial planning or do more with an account they can do little with since, it has been spent and information is likely limited. A fraudulent person can try to use my account for purchases but, that is likely about it and they wont get very far. I did just receive a letter from their fraud department. Capital One wants to me call them so we can argue some more. Goody! Goody! I can hardly wait. In the meantime, I look for my account to go over the limit because of the barriers I have. At this time, I will not make more payments to Capital One until the account restriction is lifted and reset of my password for my online account so I can view my statements. Capital One 's decision doing this will prevent my getting a consolidation loan and a business loan in the near future. Consolidation means they get their money and ease on my credit. Not that any of this is their business but, would be in their interests.

Company response to consumer: Closed with explanation