Consumer complaint received 2024-03-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/XXXX, I applied and was approved for a Venture X Business credit card. The next day I received a phone call from a Capital One representative asking for a call back. I called back and was connected with a representative in the XXXX asking me to provide a lot of personal information. I wasn't sure if this was a scam, so I refused and called the number on my credit card and got another representative stating the same thing. 

I uploaded copies of bank statements, utility bills, photos of my driver 's license and even a 1099 I received from Capital One for tax year 2023. I have been a Capital One customer for years. Prior to applying for a business credit card I had multiple bank accounts and a personal credit card open with them. All my accounts have been locked or restricted, and I can not even use the points I've previously earned. 

I called Capital One a third and fourth time and asked for a timeline to resolve my case and again I reached representatives in the XXXX. They said they could not resolve my case until I provided an image of my social security card. That is not a safe or reasonable request! 

I asked who made that determination, and I was told it was their fraud team and it was non-negotiable. I asked to speak to someone on the fraud team and they said they are a back office team and don't talk to customers. I then requested to be transferred to a representative in the United States. I was transferred to someone named XXXX who when asked gave me her employee ID as XXXX. She said she is a complaint supervisor for fraud disputes. 

I told her that I could not provide Capital One with an image of my Social Security card even if I wanted to because I did not physically have the card. I asked why they needed it, and she could not tell me anything other than the system required it. She said until I provided Capital One with an image of my Social Security card all my accounts would be restricted and I could not use my previously earned points, all because I applied for a business credit card and was flagged for some reason. I asked what the reason was, and how having my Social Security card would resolve it, and she said she couldn't tell me. 

I am willing to provide Capital One with numerous bank account statements, state issued photo identification, utility bills, tax documents, and the company already has my social security number on file. However, I am not able to provide the company with my Social Security card, and that is not a reasonable nor safe request. Numerous employees around the world can see and print off that information and along with all the other information could rip-off my identity. Furthermore, restricting my personal accounts unrelated to this new business card application amounts to theft of the benefits I've previously earned. 

I would like to amicably resolve this issue, but I need to be connected with someone at Capital One who has the authority to do so because their customer service team is unable or unwilling.

Company response to consumer: Closed with explanation