Consumer complaint received 2020-04-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AP
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
In mid-XXXX  XXXX I received the normal email from one of my credit cards companies. The routine monthly email informed me that my monthly statement was ready for review even though my balance was {$0.00}. When I attempted to login to my account, I received a message on my screen that " something was different, and they would need to send a verification code to one of the numbers on my account. '' Just below the two numbers listed was a line that says, " I do not currently have access to those phone numbers ''. Since those numbers were the numbers that belonged to my sister whose house I stayed in while visiting the United States on multiple occasions. In fact, I always called Capital One to inform them of my location and on the numerous occasions I came here to the XXXX ( I was courting my wife ) it takes several visits I called Capital One to update the phone number I use in the XXXX. The CSR always told me that they could not put the phone number in my account because it was an overseas number, but she would annotate my account. I used the card numerous times while here in the XXXX and never had a problem. Suddenly, I can no longer access my accounts online and would receive the error described above. I called immediately and after several minutes was transferred to someone who asked me to verify my identity through sending a copy of my stateside drivers license. I explained that the rules here in the XXXX recently changed and my stateside drivers license was only good for 30-days and after that I had to get a XXXX drivers license and when I did that they the last drivers license I had from XXXX  ( yes I lived and worked there for 10 years before visiting the XXXX ) into pieces but I do have a copy of the drivers license from when I lived in XXXX but it expired. I was sent an email with the following instructions " Re : Case Number XXXX As mentioned, we need some supporting documents to process your case : Personal Identification Youll need to have all documents available on your computer or device to upload themyou may need to scan or take and save pictures of hard copies. When you have everything ready, just upload and submit your documents by using our secure link. Please dont reply to this email with attachments or questions. 
This link will be valid for 14 days. After that, this link will expire, but you can contact us if you need a new one. 
Once we receive the supporting documents, well continue processing your case. 
Thanks for choosing Capital Oneits great having you with us. 

I immediately did what they asked and followed-up with a phone call. I was told the issue was in the " backroom with the boys '' and they would get back to me. I waited about a month called again an got the run-a-around and that I would get a call. So, I gave up. However, month after month I would continue to get the notifications that my statements were ready to review and login to review. 

Finally, this month XXXX ( XXXX ) I decided to find out if things were fixed and not surprisingly nothing was done. I called again and spoke to a CSR who was very helpful, and she told me that the boys in the backroom wanted me to take a picture of the reverse of my drivers license being sure the bar code was legible. She then told me that she would send me a text that I would reply with a copy of the reverse of my drivers license with a clear bar code. I explained to her that the phone system in the XXXX does not allow picture attachments to texts and about that time the " load '' or what we would call pre-paid time was running out. The boys in the back room knew about the phone system here in the XXXX because on the two other occasions I called and I specifically told the CSR and one of the boys in the backroom that we use prepaid phone cards here but I always use the same SIM therefore I always have the same phone number. The same phone number I would call and give them when I was in the XXXX. 
I explain to explained to one of the boys I the backroom that I have gotten married and I'm back in the XXXX working the immigrant visa to bring my wife back to the United States with me and this time I would be in the XXXX for several months and need the cards not so much for buying things here but just in case I needed to make emergency travel planes to leave the country in an emergency. The only other reason I had the cards used is to keep them active while her in the XXXX. I never overcharged either card or always paid on full. I have at least two car loans with Capital One and have never been late on any payment. 

I explained to the CSR the other day that I am currently in 24-hour lock down and can not leave my house except to buy food and water and I limited to the number of times per week I can go. So throw on top of that this non-issue of my identity with a credit card company I have always been a loyal and on-time paying customer with on top of conditions I can only describe as near martial law and my frustration level is very high.

Company response to consumer: Closed with explanation