Consumer complaint received 2020-04-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
There is not privacy with Capital One ( CO ). I have reached out to CO regarding this lack of privacy and security but the final answer is that they cant do anything about it. 
Customers are very concerned due to the fact that CO is providing balances information via the automatic system as long the unrelated person to the account knows the SS # and Last four of an account number when calling the automatic services XXXX and selects Balances. This is happening and we have witnesses. In the matter of fact, a CO representative is capable of looking our accounts and start calling to get our balance from our business and personal accounts. 
A CO representative that answered my call on XX/XX/2020 at XXXX XXXX   said that why it is an issue if someone else get the balance, that person would not be able to do anything with it. I told that representative that how ridiculous his statement was and so finally I got transferred to someone from the security department that also cant do much about it because it is a real issue that Capital One already know having. 
If my information gets to the wrong person and that person would come to my house to demand knowing that I have x $ in an account so will XXXX  my family if I do not provide the money, then what Capital One would do to support and help my family when they are the reason in the first place that a criminal knows my balances? 
This is a huge SCOPE OF VULNERABILITY. Many companies have our SS and last four of an account with Capital One due to either direct deposits, payment withdraw. etc We also bank with another bank and when calling the automatic services for balances, it requests a pin number before proceeding with the information, a practice that tell how the other bank cares to provide security to their members. Why cant Capital One implement the same security? Will Capital One resolve this issue before goes out to the News so that every client is aware of their vulnerability having accounts with Capital One? 
Today XX/XX/2020 I asked of my neighbor to allow me use his cellphone since it is a number not related to any of my sons and I accounts. I added my sons SS and one of the last four account number I knew he has ; there the automatic system gave me information of all of the last four of all of his accounts and then the balances. I called CO representative at spoke with a representative from the Security Department, Mr. XXXX, where he confirmed that it is nothing they can do about adding another privacy ( Pin or Key word ) to the automatic system. Mr. XXXX asked of me to go and change my social security number if I am concerned. The news should let all COs customers the lack of privacy they have with CO ; I got a letter from CO about a change I made with the account and in the letter you read a print that read WE TAKE YOUR SECURITY AND PRIVACY VERY SERIOUSLY .. this is incorrect, CO is actually the reason our privacy has been violated. 
Of course, we will close our CO accounts but the process will take about 3 months due to the fact that all business are linked to our CO accounts. In the meant time, we have couple of people checking our balances and hopefully will not be giving to a wrong person to act on our lives or kidnap our child for little money that might means more to them. 

Customer Services Capital One calls made : XXXX : XX/XX/2020 XXXX : XX/XX/2020 XXXX : close the call on me XX/XX/2020 XXXX : Transferred me to XXXX then transfer to Mr. XXXX, Security. 

Capital One case # to stop the automatic system giving out information : XXXX XXXX : Ticket : XXXX XXXX XXXX : Ticket : XXXX Looking forward to your help, XXXX XXXX and XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation