Consumer complaint received 2022-04-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Hello, I believe I was denied for a credit card that I qualify for. I applied for the Capital One Venture X credit card on XX/XX/22. On the applicated I stated my annual income as {$250000.00} ( XXXX is from my graduate student stipend, and XXXX through my husbands income ). Prior to submitting this application, I had not applied for a credit card in a few years, and my previous income on the last card I applied for and received was ~ {$80000.00}. The credit card company asked me to submit proof of income, and I provided three of my past bank statements, and three of my husbands past bank statements. 

On XX/XX/22 I called Capital One to confirm if my documents I submitted were acceptable and was notified that if there were issues with the documents, they would reach out to me and ask me to submit additional documents. On XX/XX/22 I received an email from Capital One stating that the credit card was denied, without Capital one reaching out for additional income documentation. The reason for the denial was income is insufficient for amount of credit requested. I contacted them on XX/XX/22 to ask if it was because the documents I submitted were not approved, they notified me that they were unable to verify account ownership on three of the bank statements that I had submitted ( my husbands accounts ), and thus my credit card application was denied. I spoke with a senior application specialist ( I think that is what their title was ), who said that I could reupload documents to the same link showing proof of income and they would notify the reviewers to look at the application again. I proceeded to submit two of my student stipend income statements from the last two months, two of my husbands job income statements from the last two months, our marriage certificate, as well as a signed and dated letter from my husband stating his annual income and that it would be used to help pay for the credit card. 

I called the next day on XX/XX/22 to confirm that they received the new documents I uploaded. They said that they had received the documents, but the documents were deleted from the queue as the application was denied and they didnt have a note to review it again. I asked to speak with a senior application specialist, who told me that they were able to locate the documents in the system and would notify the team to review the documents again. The next day on XX/XX/22, I received an email saying that the credit card was denied again for insufficient income. I reached back out to Capital One the same day as I believed I had proof of sufficient income and they told me that they would escalate the case to the management team and give me a call back. The specialist I spoke with on the call gave me her ID ( XXXX ) as confirmation that I should get a call back, as I had previously been told I would be receiving a call if my documents were insufficient, and I never got a call. 

I called again on Tuesday XX/XX/22 to ask when I would be receiving a call back. The person I spoke with told me that they dont have any sort of internal call back system and I will not be receiving any sort of call back from capital one. They did have me speak with a senior supervisor who told me that my second application was denied because they didnt review the additional documents I submitted. They said they would send in a request again to have the new documents reviewed again. 

On XX/XX/22 I called Capital One to check on the application status. They told me the application was denied again on XX/XX/22, however, I did not receive any notifications this time. 

I believe my application was denied despite qualifying for the credit card or the reason for the credit card denial was not due to not being able to verify my income like I was told by the application specialist.

Thank you for taking the time to review my complaint.

Company response to consumer: Closed with explanation