Consumer complaint received 2023-06-01
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint:
I have had a Capital One Quicksilver card for several years. Before the pandemic I had no problems with the card and could easily check my statements on line. 

Sometime in XXXX, the website check in procedures changed and they demanded they send a text to a US phone number. I had one but XXXX XXXX XXXX canceled my number as that program was not available. I got another number from XXXX. When I called to change the number, they asked me to photograph and send my ID. I sent my passport and passport card. I followed up several times and resent it. No response. They said I must have a US driver 's licence as ID to change the phone number. 

Everyone in the US does not have or are able to get a US driver 's license. 

I experienced a similar problem with XXXX XXXX. After several complaints, XXXX suggested and sent a XXXX device that resolved the problem of a US phone. 

Capital One has yet to address the issue. 

I sent an email to an executive with Cap One credit cards. 

" Dear XXXX XXXX, I have been a Capital credit card customer since XXXX, card ending XXXX. I really enjoyed the service, and would like to avail of the offers I am getting for the 360 account, however, sometime during the pandemic the access to my account was changed that demanded a US number be available to check my account. I had an XXXX  number, but they canceled it. 

When I got a new US number, I was told I could only change it by sending a photo of my US driver 's license. I spend most of my time overseas and don't have a US driver 's license. I am nearly a super senior and many of us develop XXXX as we age making getting a US driver 's license not possible. I have twice sent my US passport and passport card as directed, but no response. 

The other financial firms I use, allow a foreign phone number or give an option to confirm I am really me via email or 20 questions. XXXX XXXX gave me a XXXX. Some of my accounts are at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Never had a problem accessing my accounts. 

Only Capital One has this requirement that I find most unfair and prejudiced against anyone with a XXXX. 

I have a new card but I have not activated it as I can not check if there are unauthorized charges, or as in the case of my honeymoon we canceled due to XXXX, I still don't know if my card was credited the hotel charges. 

I know you are a very busy man as President of Capital One credit cards, but can you forward this to someone that can help? 

Sincerely appreciate the Help, XXXX XXXX XXXX '' I received an email from Cap One, that I could open with the last four numbers of my Social security number. When I opened it, the email demanded I receive a call or text from the same canceled number. They did include for the first time, an email address. XXXX. 

I sent XXXX an email, and shortly received the same email requiring the last 4 of my Social security number and the same canceled phone number. 

I can not activate the new card if I have no way to verify all the charges are correct. I trust your agency can get their attention. 

Thank you for your efforts. 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation