Consumer complaint received 2024-03-19 00:00:00
Product: Credit 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
State: IL

Complaint narrative:
I sent this letter to fraud department and a second letter with original letter to Headquarters of Capital One : Letter XXXX XX/XX/XXXX To Whom It May Concern, I was offered an upgrade to my account ending in **** from Platinum to Venture One. I accepted and when I received card, I activated it and tried to use on XX/XX/XXXX around XXXX XXXX CST and I got a Suspicious activity detected text message. I called the number, and I got the FRAUD department and spoke with XXXX who informed me that I would have to upload a photocopy of my ID front and back to prove I am the account owner. I find that to be utterly ridiculous and there is no way I am going to upload my ID, that is fraud to even suggest that. I also called again and spoke with : ( XXXX ) XXXX ( Fraud ) and XXXX ( Supervisor ), ( XXXX ) XXXX ( Fraud ) who gave me wrong CSR #, ( XXXX ) XXXX ( Fraud ) and XXXX ( CSR ), and I called again on XX/XX/XXXX and spoke with XXXX ( Fraud ). 
So, I am returning the card cut up and I will pay off the account and at that time you can cancel the card because I will not ever send you a photocopy of my ID. 
I have been with Capital One for over 5 years and have never had a problem such as this. I lock my card through your app and had it uploaded to XXXX XXXX for fraud protection. You could have verified with a six-digit pin code like you did when I originally activated the new card, but I believe this is fraud and I will not allow you to have anymore access than is necessary. 

Letter XXXX XX/XX/XXXX Capital One Headquarters XXXX Capital One XXXX, XXXX, VA XXXX To Whom It May Concern, I have sent back the VentureOne card and have provided in this mailing a copy of it being delivered and signed by XXXX XXXX I have also included a copy of a letter I sent back with the card for your records. I dont appreciate the fraudulent request that was being required of me that made absolutely no sense in proving I was the card holder. Never would a company request a photocopy of someones ID front and back to prove they have physical possession of the card. 
On XX/XX/XXXX at or about XXXX XXXX. I spoke with XXXX ( Fraud Dept ) after being sent a text for Alert : Suspicious activity detected on VentureOne Credit Card ending in XXXX. Account transactions are restricted to protect you. Call XXXX ( XXXX ) for help. XXXX carrier charges apply. 
I called back after leaving store on XX/XX/XXXX at or about XXXX XXXX. and spoke with XXXX who upon request transferred me to XXXX XXXX ( Fraud Dept ). Call was XXXX I then called back again on XX/XX/XXXX at or about XXXX XXXX and spoke with XXXX who gave me the wrong number to Customer Service ( XXXX ) XXXX. Call was XXXX I called once again on XX/XX/XXXX at or about XXXX XXXX and spoke with XXXX ( Fraud ) and upon request transferred me to XXXX ( CSR ). I asked XXXX for Capital Ones Corporate Headquarters info and he could not provide it because he didnt know it. I found it on the internet, and he asked me to give it to him slowly so he could write it down. Call was XXXX I called on XX/XX/XXXX at or about XXXX XXXX and spoke with XXXX ( Fraud Dept ) but she didnt want to speak with me any further because I informed her, I was recording the conversation, so I ended the call. Call was XXXX What I find interesting is that all said they could not access my account unless I sent in a photocopy of my ID. I was told that they could verify me via a 6-digit pin number being sent via text however, my account would not allow them to do this for verification. I informed them that I can verify last payment made and last two transactions made on my account and there has been no fraud activity on my account. I lock my account via the app and use XXXX XXXX to keep my card info from being obtained. I also had to put in the last 4 digits of my SSN # when prompted by system. However, that didnt faze them they insisted I needed to send them a photocopy of my ID. 
I never asked for the upgrade, but I decided to take the offer, and this is how you treat your consumers. No, thank you! Also, I live in a two-consent state for recording purposes. If I consent to be recorded, then so has the rep on the phone. Therefore, I am allowed to record the conversation as well for accuracy of call and content, so the fact that XXXX ( Fraud Dept ) insisted Capital One does not allow for the other party who consented to be recorded not allowed to record is absurd!

Company response to consumer: Closed with explanation