Consumer complaint received 2024-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
I called on XX/XX/XXXX to request a replacement credit card. The card I was using was a few years old and was not longer working in card readers due to wear and tear. I called Capital One customer service and explained that my card was worn out, I was having trouble using it in card readers, and that I would like a replacement. I also asked for help logging into the website because it said that I couldn't use my phone number for two-factor authentication. I have had this credit card, along with my wife for nearly XXXX decades. I have had the phone number that I gave them for at least 20 years and the address that I gave them for sending the card to was the same one that I have lived at for 10 years and is the same address where they sent the card that needed to be replaced. The person I talked with was able to add my phone number, correcting the problem that was preventing me from logging in. However, when it came to replacing the card, she said that her system " glitched '' and she had " accidentally '' cancelled my card and that it wouldn't be delivered for a week. When I told her that this was an inconvenience, she suggested that I could used my wife 's card if I needed to buy anything in that week. I told her that we are not always physically together and that it was an inconvenience not to have a card of my own. She told me that there was nothing she could do, that they could " only activate XXXX card per day ' and that I could call the next day to ask for it to be expedited. I chose to figure out how to make due, rather than further navigate the bureaucracy, and just wait the week to receive the new card. When the card did not arrive after the week, I called to check on the status. The person I talked with told me that they would need to send a code to my phone to verify. When they tried, they said that my phone, a number that I have had for XXXX years and XXXX that Capital One had XXXX file for me for XXXX decades, was not valid and asked if I had another phone. Since we got rid of our land-line over a decade ago, I said no. They then said that they needed me to upload an image of my driver 's license. I complained some, but ultimately uploaded my driver 's license to the included link. There was a confirmation that I had uploaded the information. I waited another week and still had not received my card. I called Capital One again. I went through the all the phone links again. The agent I talked with went through all the same questions as before, tried to confirmation to my phone, told me my phone wasn't valid. When she looked tried something further, she saw that I had uploaded the photo of my license, but that it was blurry. I looked at the photo on my phone, the one that I had uploaded, and told her it was clear and readable. At this point, she transferred me to a supervisor. The supervisor, XXXX, told me that he was able to read the driver 's license, front and back, but it still needed to be clearer. After expressing my frustration with the process, I uploaded a new photo of my driver 's license while he was on the phone and he looked at it and said it looked clearer. On Tuesday, XX/XX/XXXX, I received a call from Capital One from a service agent telling me that they had received my information and that it checked out. I had difficulty understanding the person. This person asked if I would like to be sent a new card and I said I would. They then requested my address, my phone number, and my email address... all they things they already have on record and that they should know given my account. 

I am now awaiting the credit card delivery, nearly XXXX weeks after they cancelled my card for requesting a replacement. I received a survey today asking if I would recommend Capital One to a friend. In addition to that question, the survey asked if the people I talked with were knowledgeable and courteous, or something like that. While the people I talked with seemed to be following the script to the best of their abilities, the policies at Capital One seem to be at fault rather than the individual service people. I'm frustrated with this entire process. This is my primary credit card and if it was my only XXXX, it would be a huge inconvenience. If I was traveling with only this card, it would have ruined the trip or worse. I am frustrated that there was no further information as to why they were questioning my identity, despite no changes to address, phone number, email address, etc. There was no suggestion of fraudulent charges etc... all XXXX XXXX. Everyone was " very sorry, '' but no one was sorry enough to remedy the problem. I was tempted to close the credit card, but that would have affected my wife 's card as well and would also have cancelled rewards we had accrued. 

Ultimately, it's hard to feel like Capital One was working in my best interest. The way this happened and the information requested still make me question the motives of Capital One and why they needed such a high resolution image of my driver 's license. Just feels like shady interactions for such a large financial institution.

Company response to consumer: Closed with explanation