Consumer complaint received 2016-08-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card
Issue: Other

Complaint:
In XXXX 2015 I applied for a Capital One card online and a hard inquiry was done on XXXX XXXX. I was told that I would receive a letter in the mail in a few days with their decision. From the end of XXXX through the end of XXXX I never heard back from Capital One in regards to my application. I called them on XXXX XXXX 2015 and explained to the specialist over the phone that I had never received any letters from them. It turns out that they were sending the letters to my residential address ( where I currently can not receive mail, instead of my mailing address, a XXXX XXXX that was provided, saying they need proof of income. The specialist told me that my deadline to submit proof of income was XXXX XXXX 2015 and provided with me with a fax number to send my documents to. I emailed my employer about the proof of income and I was given the income letter on XXXX XXXX. That same day I went to a XXXX copy center to fax the information. I followed up with Capital One that night and over the next few days and was told they received my documents via fax and that I was approved for the card. We found out that one of the specialists did n't change the mailing address. I always provide my mailing address over the phone if I 'm unable to enter the information online. I did n't receive my approval email until XXXX XXXX 2015 and I did n't get my card for a while after that. The issue is that after I faxed my proof of income, Capital One did a hard inquiry on XXXX XXXX 2015 for the same application from back in XXXX. I NEVER sent another application in XXXX. Since XXXX 2015 I been fighting Capital One, contacting them numerous times by mail and phone, explaining what happened and how my credit was affected twice for the same card. I requested for the hard inquiry on XXXX XXXX 2015 to be removed as the hard inquiry on XXXX XXXX 2015 was truly used for my credit card approval. Capital One has refused to do a proper investigation and provide details and results of that investigation. They continue to refuse and ignore my request. This is the only way I can get in touch : I write a letter providing proof, they sent you an automatic letter about opting out of inquiries that has nothing to do with your case and does n't even state they 've received your dispute, and that 's it. I have to call THEM, request a supervisor, ask a supervisor to escalate the issue, and if they actually did it, then you wait for that department to call. They call you ONCE, if you 're are n't there, they leave a general voicemail and claim they have reached out several times.They simply leave a " note '' on my account saying the inquiries are valid and that 's it! In my last two detailed dispute letters I sent to Capital One, I sent them extensive proof supporting my position. Since we used my domestic partner 's XXXX card to pay for the fax, I contacted my domestic partner 's bank and our cell phone carrier to help me with this. I have two call logs showing several calls between Capital One and myself. You can see on the call details log for my number showing I spoke with Capital One on XXXX XXXX 2015 at XXXX. That was the same night I emailed my manager at XXXX asking her to give me the proof of income letter. You can then see several follow up calls to Capital One made from my phone and also using my partner 's phone. Lastly, on the bank statement you can see the XXXX purchase of when we went to fax the income letter to Capital One on XXXX XXXX 2015. We paid {$4.00} to have those documents faxed. They refuse to remove the inquiry and claim they have done a proper investigation without providing me any details or results. I spoke with a supervisor today who refused to escalate the issue. 
I need access to my recorded phone conversation on XXXX XXXX 2015 at XXXX. Then you can hear the specialist telling me the deadline date.

Company response to consumer: Closed with explanation