Consumer complaint received 2025-01-30 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: NY

Complaint narrative:
This is absolutely ridiculous, first let me say this very complaint was sent to the OCC by the CFPB there it sat for many months then reffered back to the CFPB that has no knowledge of this apparently. I REQUEST A ADMINISTRATIVE INVESTIGATION BE CONDUCTED WITH THE CFPB. And once again with another complaint capital one refuses to change my phone number in my account so I can log in and use their services that need to be logged in to use. I have new credit cards that are well over a year old I can not activate to use because I need to log in to activate them. Capital one never gets my letters with my photo ID front and back and a statement to clearly change my phone number so I can log into my account. I have sent several of these letters with proof of ID front and back to the appropriate department, I also sent their uploaded feature electronically with my photo ID requesting to change my phone number. This has gone on since XXXXXXXX XXXX XXXX The cfpb refuses to do anything even tho my civil rights were violated and the actions by capital one are clearly retaliation in nature. They sent 1 letter stating they never reported delinquency to the credit bueru 's under the OCC supervision and I sent them proof by credit report they did in fact report this 3 times. Wich was due to not being able to get in my account to pay a annual membership fee .my bank now has a feature to echeck capital using my new credit card numbers that are not activated by me yet. None the less I deserve to be treated like everyone else just because I can not use a phone or use TTY services and capital ones live chat does not allow them to change phone numbers in customers accounts. I tried the live chat atleast a dozen times, I tried the upload photo ID of capital ones link 3-4 times, I have sent several letters with front and back photo ID requesting to change my phone number and provided the old and the new phone number to be changed. They refuse to acknowledge my request through all communication avenues I am able to do. They denied a section 504 accessibility reasonable accommodation request and a section 508 reasonable accommodation request stating I can use TTY services, capital one is in no position to decide what I can and can not due they are not medical professional and they certainly are not overseeing my conditions that make me XXXX. But because of my XXXX status the retaliation the denied reasonable accommodations and my still not being able to use their services freely like everyone else... I can't think of anything that does not scream discrimination better than this. Yet the CFPB sees one thing in common in all my complaints with capital one and it's this- they refuse to change my phone number so I can fully enjoy their services. And the CFPB does nothing in correcting these injustices!! The OCC sent this same complaint back to the CFPB a very long time ago and where did that go?? I request from CFPB 's - OIG that a administrative investigation be conducted on the grounds of federal employees ethics and productivity. We're are now under a merit system and federal employees shall be held responsible for wrong doing.

Company response to consumer: Closed with explanation