Consumer complaint received 2024-02-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR

Complaint narrative:
Today, I just got off of a XXXX minute phone call with Capital One. Capital One forces you to get statements online. Over the the last 12 months, I have had a problem getting online access to my account through their website. These problems started when they eliminated the option to get a OTP ( one time passcode ) through email.

Today, when i asked them to get online access, through their website, i received two calls from Capital One. They called my home phone number and both were calls in french from phone number ( XXXX ). I called the number, XXXX, requested by the website. I had to climb the support tree. When i finally reached the IT technician, XXXX XXXX # XXXX XXXX, he tells me that there is a technical issue with their system. He tells me this is a known issue with their information systems.He verified that my information was correct on both accounts ; however, one card my name matched my social security number ( XXXX XXXX XXXX ) and the other shortened by name to XXXX XXXX. He verified my information, home phone number, address, and social security information was the same on both account. in my opinion, this issue could have been resolved by Capital One by giving me a passcode over the phone and a website that had the functionality to address using that code, my user name, and passcode to access your online information. the failure of their website to possess this functionality in today 's online environment is a massive failure by Capital One. this can only happen through poor or lazy programming or the financial decision makers failure to allocate the resources to correct this problem he claimed that i could add a mobile number to my account and access it that way. A cell phone is even less secure than a desktop and I refuse to do any financial transactions through a cell phone for that reason. I asked him to create a Technical Ticket and he refused to do so.

i have two credit cards with Capital One. I refuse to use them because of my difficulties in accessing my online account. Because of this they sent me a letter saying that unless i used the card within a specified time frame, they would close one of my cards. That is the ONLY reason I have a couple of transactions on their card in the first place. I didn't want to close the account because it is one of my oldest accounts with a high credit limit and it would be detrimental to my financial well being to just close the accounts. 

I know my username and password are correct. I am able to see my what transactions have occurred because I use XXXX premier. Therefore, it is extremely puzzling that I can't get physical access to my banking data through their website. I have been dealing with IT issues for over 30 years and I have a sneaking suspicion they've been hacked or their IT systems are in chaos. 

I asked him to call me at my home number and he claimed his system wouldn't allow me to call me at my home phone number, which he verified was correct earlier in the call. I told him that sounds like an information system problem/technical issue and requested a technical ticket be created so that when i made a complaint to both XXXX XXXX and the CFPB, the government would have a way track this problem ( he even admitted earlier in the call that this was a known issue with their system ). Once again, I asked him to create a technical ticket and he refused to do so. However, He did create a complaint ticket : XXXX that reiterated what i've described above. 

Capital One is the only financial institution for which i have this problem. I deal with multiple financial institutions and Capital One 's system fails to allow a consumer access to their vital online banking information. With other financial institutions, it is handled with a phone call to your home phone, a one time passcode, an emailed one time passcode or a phone call from my home phone. It should not take a XXXX minute phone call to get access to your online account : especially when all you need is access to your account ( my user name and password are both correct ) to review transaction and pay your bill and the issue is still not resolved. 

I am not one to make complaints lightly. I am a reasonably educated ( masters ) and financially responsible ( Credit score above XXXX ) individual. If it wasn't financially detrimental to my credit score, I would just close my accounts and never do business with them again. i cringe when i think of all the financially illiterate and financially uneducated were to experience the difficulties I've had when trying to just get access to my credit card infomation through Captial One 's website. It is irresposnible for a corporation as large as Capital One can't use their substantial resources to fix a known issue with their information systems. 

I still have no access to my banking information through the Captial One website.

Company response to consumer: Closed with explanation