Consumer complaint received 2024-04-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
Approximately one month ago I opened a checking and a savings account on the internet at the Capital One Bank website. It appeared that I was able to open both accounts as I had been given account numbers, I received checks and a debit card in the mail. A few days after the account appeared on the Capital One website, it was locked so that I was unable to use it. I called the company and was told for the firat time that I had to be able to receive a code on my cell phone and upload my driver 's license or passport through a link that they sent to my cell phone.. My phone was not able to receive their texts or their links and I was unable to complete these tasks to be " verified ''. I offered to send my license as an attachment to an email or through a fax or through the US Mail. I was told that my only option was to use a phone from one of the large companies such as XXXX, XXXX XXXX XXXX and the like.I called them XXXX XXXX times at their " verification department ''. The only way I was give, n was to use a family member 's cell phone from one of the large cellular companies. on XX/XX/year>, I went to my daughter 's home and used her cell phone. I was on the phone with a representative while I received a code and read it back to them, and successfully sent my driver 's license via a link on my daughter 's cell phone. I receive a message congratulating me on being " verified '' by Capital One. Despite spending hours to accomplish this, receiving the message stating that I was, indeed, verified, and the representative on the phone with me telling me I was verified, in fact, I was not verified. This began several days spent trying to call the " verification department ''. I had to call so many times because despite explaining to them that I lived in XXXX where there are no branches, and that I had a chronic life threatening illness, they did not acknowledge this. The representativess I attempted to speak to were almost all from a country outside of the United States of America and had poor XXXX speaking skills. It appeared that they were, in fact, reading from a script.They were also rude, difficult to understand, and lacked any empathy. They also informed me that they were not allowed to call people back if the call got disconnected, which happenned over XXXX times. No one ever called me back, nor did they document my prooblem in their " system ''. So, each time I called I had to start over to explain my situation. None of these representatives documented any of my calls. The only solution all of them presented to me was to use a family member 's phone or to buy a suitable phone or go to the " nearest branch : '' This is despite the fact that the first thing I said to each of them was that my phone was unable to receive their texts or links. The nearest branch was several XXXX XXXX XXXX XXXX XXXX They did not care to treat me with civility or to deviate from their script. I was hung up on, disconnected and I was unable to get across to them the fact that I had already used my daughter 's cell phone and received a message that I had been verified and the representative I was on the line with confirmed this. None of the representatives had put any notes in their system, thus there was no record of my repeated calls and I was not treated with dignity or respect. It was excruciatingly frustrating. They said my only option was to go to a branch or to use a family member 's cell phone from one of the larger companies. I tied to explain that I had already completed this task, and had uploaded my driver 's license from my daughter 's cell phone on XX/XX/year>. They informed me that I would have to repeat the process to be verified as they had no record of it, so I must not have done it. None of them believed me that I had sent my license and gotten confirmation. I was given no alternative method. They sent me an email several times, but it required that the document be submitted via a cell phone, so it was not truly via internet. and I could not send it as an attachment since it was not truly via the internet as an email. It just led back to the link from a cell phone. They said I had to complete the verification all over again. They were incapable of comprehending that it took me several hours of going to my daughter 's home, using her phone, and uploading my license and that it would be a huge hardship to repeat this process. I would not be able to do so until the weekend several days away. I felt beat up, used and treated as sub human. I am shocked and apalled by their lack of compassion or empathy and their lack of understanding of my situation. It was an exercise in futility, and I finally came to the conclusion that I most likely would not be able to complete the process, and I needed to find a different bank. I do not want to let this go as if nothing happened, therefore I am sending the CFPB this information.

Company response to consumer: Closed with explanation