Consumer complaint received 2025-08-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
On XX/XX/XXXXXXXX XXXX XXXX PST, I contacted your company from phone number XXXX to XXXX. I spoke with a female rep initially and then was transferred to a supervisor named XXXX ( XXXX ). I explained to XXXX that the prior 2 weeks of my call, I noticed I was having problems on your website ( capitalone.com ). The problem that I was experiencing was not being able to have full navigation abilities on your website. For example, after successfully logging into capitalone.com, I would attempt to review my gift card/thank you points information. At this point I would be prompted to reverify myself by using my phone number on file ( 2 step verification ). A code would be sent to the phone of my choice. I only have two phone numbers associated with my Capital one account, one is a landline phone, and the other is my cell phone number. When I chose the option to receive a code via my cellphone number, I then received a notification/message stating that, my cell phone number could not be verified at this time and to try again later ( see attachment ). This message confused me because both phone numbers associated with my Capital One account have been associated with my Capital One account for well over 15 years. Also, I was not given the option to select an email address to receive a code, And I could not select the other phone number on my account because it is a landline phone and does not receive text messages. 

XXXX indicated that at this time it was nothing that she could do, and that she could not override this feature to allow me to have access to my gift card/thank you points info. I told XXXX that I was not interested in her overriding this feature, I simply wanted Capital One to be aware that this was happening to one of its customers. And to fix it, and give me a timeframe as to when it would be fixed. XXXX indicated that the reason why I was receiving the error message was because my phone number was not stable. She continued to say the reason that it was unstable was because my telephone carrier had modified/changed something, so therefore Capital Ones data base was having difficulties in recognizing the change. She asked if I recently had any changes occur to my cell phone service. I told her yes ; I just recently purchased a replacement phone from my same carrier on XX/XX/XXXX, because my old phone became damaged. But my phone number remained the same. She could not give me a time frame as to when this situation would correct itself. XXXX simply instructed me to keep trying until it finally corrects itself. She stated that it could take a month, 3 months, 6 months, she had no definite timeframe at all. I told her that her response was simply unacceptable. I told her that she should be acknowledging the problem, putting in place a plan to fix it, and then giving me an approximate date as to when it would be fixed. She disagreed and stated that Capital One is a private company and can basically do what it wants to do. I then asked her to give me the address to the Capital Ones corporate office. She stated that she does not have that information to give me. 

Note : on XX/XX/XXXXXXXX XXXX XXXX PST I attempted to contact your company again to discuss this matter. I spoke to male rep 1st who was very hard to understand, and then a female rep 2nd that did not appear to understand what I was asking of her. It proved to be very difficult as the language barrier did not allow me to fully understand what your reps were saying to me at all times. Based on their responses and the 2nd reps actions by simply dropping the phone call + going silent, I believe she was having a hard time understanding me as well.

Company response to consumer: Closed with explanation