Consumer complaint received 2017-08-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I have several accounts with CapitalOne, including Credit Card, Money Market and Checking. 

For a number of years, I have been registered with their website so I could review my accounts from time to time online, including monitoring credit card charges Recently when I tried signing on, I was informed that they have redone their site and one piece of information required for me to access my own account was inputting my salary. Without completing this field, i would not be allowed to access my personal accounts online. I am XX/XX/XXXX and even if I didnt object to giving my salary, it jumps so I may be put in the box someday by CapitalOne saying I gave false information when there was a significant change in my salary from what was submitted.. 

I called " customer service '' and was told that the marketing department had implemented this so they could evaluate marketing other products to me and other customers. 

I told them I did n't want to be marketed any additional products and the " customer service '' person opted me out. Nonetheless, I still ca n't access my account without inputting my salary. 

The " customer service '' person said only marketing had control over this and all she could do was submit a " compliant ' on my behalf. 

My credit score was and continues to be in the Excellent range. And as a matter of fact, CapitalOne tracks my credit score for me showing just that. Isnt my credit score the way they evaluate extending credit to me? 

I just returned from a trip in XXXX and used two of my accounts while in XXXX and I ca n't access the accounts online to make sure everything is proper and there are not false or incorrect charges. 

It is clear to me that this marketing decision to further intrude into my personal information and with so many breaches of websites we read about, this just puts more information out there. 

Hence, in order to market more products ( which I do n't want ), Capitalone is saying " to the heck with you and your privacy and even though it does n't affect your present accounts, we are holding your account information online hostage until you do what our marketing department wants - i. e. to bombard customers with offers I do n't want. 

Please force CapitalOne to stop the unfair and deceptive practice of denying me access to my personal deposit and credit information because I wont give them personal information. SINCE THIS IS A MARKETING DIRECTIVE, THERE IS NO REASON TO HOLD MY ACCOUNT INFORMATION HOSTAGE. They can always look at my credit score in evaluating continuing to provide me credit. 

Although I think this should be totally banned, here is and easy solution is for anyone who hasnt opted out, eliminate this question. They can have a box to check about the salary which says, check this opt out box and you dont need to provide salary. 

I appreciate you looking into this unfair and deceptive business practice.

Company response to consumer: Closed with explanation