Consumer complaint received 2024-05-31 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I have applied for a Capital One XXXX XXXX, submitted on XX/XX/XXXX, at the branch at XXXX XXXX in XXXX, XXXX, with the assistance of a Capital One representative. I have applied for this credit card to start building my credit score, as I have only a few months prior got my XXXX XXXX, and also because I was pre-approved for it. 

Shortly after the application, I had received a mail asking me to provide more documents my Passport and Social Security card. I then went to a Capital One branch in XXXX, XXXX, and the representative at the bank took my documents and faxed them to the head office as requested. 

A few days later, on XX/XX/XXXX, I called to follow up if the documents were received at the XXXX XXXX. The lady who I spoke with said initially there was nothing new in the application, however eventually she was able to locate the faxed documents and assured me the processing would commence within a few days. However, I never heard back. I called again multiple times in XXXX on different days, and in each conversation the representatives said they cant see my documents, and after I insisted that they were submitted and located by the previous person, they managed to find them, and promised that it would now be reviewed and processed. 

Subsequently, I received a letter from Capital One informing me that my application was denied. When I called to ask for the reason, I was told that my Social Security card looked blurry, and they could not verify it. They also said that typically when these things happen, the compliance team will contact the individual to ask to resend the document. However, not only that no one ever contacted me about this, I was informed that because we were already passed the due date for the original application, no further action would be taken. 

It is evident from my calls with the representatives on the phone that my documents were indeed received but were not attached to my application properly by the team, and therefore were not reviewed within the given time frame. The representative on the phone have even admitted that it looks like errors on their end, and at no point indicated there was something wrong with what I sent. Then, by the time the review team found issues with the submitted documents ( blurry document ), they said it was already too late for me to send a new copy. Furthermore, even if the document had been reviewed earlier, I was not notified on any concerns regarding its clarity, depriving me out of the opportunity to rectify the situation. It is worth noting that since the document itself was faxed by a Capital One representative, I can not be held liable for any potential mishandling its submission. 

Evidently, I took all necessary steps responsibly during the application process. I visited the branch twice, I have supplied the requested documents on time and in person, and I have followed up many times over the phone. The full responsibility and liability in this situation rest entirely with Capital One. This application was denied because of issues and bureaucracy on their end, and by denying this application and rejecting any solutions they are endorsing a terrible customer service and lack of professionalism. I also had the customer service supervisor threatening to hang up on me when I kept asking for information about this case. 

I have tried to call to the credit card team and compliance team to explain the situation, and each time they got confused and blamed me for not sending the documents. Once they realized their mistake, they have told me that this was due to the blurry document, but did not acknowledge that it was their fault for not letting me know, and of the banker at Capital One to send it this way. 

I have tried to dispute this decision by sending a mail to the dispute team, as suggested by the website. However, a month later all I got in return was an automatic generic mail that has no information regarding my case. 

I believe my case was handled and processed in an unprofessional and unjust manner, ultimately resulting in what I believe to be an incorrect decision that affected my credit report and credit score, and can significantly affect my future. 
XXXX XXXX was XXXX.

Company response to consumer: Closed with explanation