Consumer complaint received 2023-03-25 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
On XX/XX/XXXX, I applied for a Capital One credit card and was asked to provide 2 documents : a Government-issued Photo ID and a document showing my Social Security Number ( SSN ). I submitted two documents showing these and had not heard back on my application for some time, so I decided to call Capital One Customer Service on XX/XX/XXXX to see if there happened to be any issue. As it turned out, there was. I was only then informed that Capital One had rejected my Photo ID document as not being clear by their standards, an issue I had never had before when submitting my Passport Card photo. Thus, I faxed a new Photo ID to Capital One my Driver 's License to remedy the issue along with the document showing my Social Security Number. 

On XX/XX/XXXX, I then received my Capital One rejection letter for my application. This letter indicated that the reason for the decision was that based on my application information, the application submitted is incomplete or can not be verified. The letter indicated that my Credit Score per Capital One was XXXX. The letter included that if I feel Capital One missed something in reviewing my application, I could write to Capital One which I did. 

My letter in response to Capital One included my request that they reconsider my credit card application based on new information provided under the Equal Credit Opportunity Act with a new, significantly higher, salary of {$72000.00} given a new full-time offer I received. I additionally indicated that I submitted a complete application and provided all information requested. However, given that the denial letter made reference to an incomplete application or information that could not be verified, I requested that in accordance with Section 1002.9c of the Equal Credit Opportunity Act, Capital One inform me of specifically what was missing and provide an opportunity to remedy my application with the necessary information to complete my application. 

I pointed out in my letter that, based on the XXXX report, I have been an authorized user on my father 's credit card with Capital One prior to Capital One 's sale of the GM Card business to XXXX XXXX XXXX. I additionally pointed out I have been the exclusive user of that credit card since XXXX XXXX XXXX with zero missed payments and paying the entire balance in full each month with multiple payments made each month. I also noted that Capital One has sent me multiple preapproval offers of credit in the past. 

Following this letter, I received a follow-up from Capital One on XX/XX/XXXX that was identical to the first rejection letter that indicated my application information was incomplete or can not be verified. This letter did not indicate what was missing or incomplete from my application, as I specifically requested from my letter, and offered no remedy or option to fix the " incompleteness '' of the application, which is impossible without being informed by Capital One what is considered incomplete. 

I then called the next day on XX/XX/XXXX to Capital One 's Customer Service to find out why my application was once again rejected and considered incomplete. The initial woman I talked to said my application was once again rejected and that this decision was considered final with no opportunity to fix the issue. She told me to reapply in 6 months and when I continued to ask questions to find out why my application was considered incomplete, she directed me to XXXX and informed me that he did not know why my application was considered incomplete as that was something only the back office did and that I would likely not receive an answer to my very basic question of what was considered incomplete, why, and would not have a remedy to fix the issue at hand. I pointed out that this very basic information is required under 12 CFR 1002.9 - Notification even going so far as to read aloud the relevant sections regarding incomplete applications : " ( 2 ) Notice of incompleteness. If additional information is needed from an applicant, the creditor shall send a written notice to the applicant specifying the information needed, designating a reasonable period of time for the applicant to provide the information, and informing the applicant that failure to provide the information requested will result in no further consideration being given to the application. ''

Company response to consumer: Closed with explanation