Consumer complaint received 2025-03-27 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: TX

Complaint narrative:
I have had 2 capital one credit cards XXXX XXXX XXXX as well as another card. Never abused any. Paid all balances @ end of month. Low utilizations, very low, Very Good credit ratings. 

Approx Mov, I received email stating because of my credit history, I qualified for XXXX XXXX with increase in amts to use the card on items. I accepted. Letter stated, I could continue and use my card until I got the new XXXX XXXX as they would mail the new card. 

On XXXX I contacted Capital one to inquire when they sent the card, reply was XXXX. I had prev. Issues with not receiving mail from the post office so that was why I contacted them. Capital one has 2 address for me. One is my residence address and the other is my mailing address on file. Because I am in rural area, I get my mail delivered to P? O. box. 

I use the post office address plus my XXXX XXXX XXXX receive packages which is XXXX XXXX XXXXXXXX XXXX XXXXXXXX which is my XXXX XXXX XXXX. 

After he asked to go thru verification process which included me giving my cell #, my reply was sir since I had a metal roof installed on my home, it is hard for me to get signals inside my home. I have to go outside to pick up a signal which was very problematic for me @ the time due to XXXX, getting up and moving about. He asked for me to mail in my driverss license after I had confirmed my social security #. I stated I have a problem with sending personal info thru the mail if I have not received a personal credit card thru the mail. I told him I would not further subject my personal ID thru the mail. We ended our call. 

Immediately I receive an email stating, Thanks for calling us to request a new card for your account ending in XXXX. 

Because of This We immediately shut down your card and issued you a new one. 

Dont Worry Your card number has been deactivated so fraudsters cant use it. Youll receive an email when your new card is on its way. 

***The false statement was I never called requesting a new card. I called to verify if the new card was sent and when. I had a few automatic payments thru that card I had to immed. change their payments in the card was shut down. 
A new credit card last 4 numbers appeared on my account but nothing more. My thought is why they will not provide anything else to me. I can not use a card I do not have plus sets me up for fraud. 

On XXXX, I receive email from them stating to call them immediately to verify my address. I contact Capital one. I spoke with a lady whereby I went thru the same verification as before. She said the card had not been sent because there was problem with my address. I stated what is the problem, you people have my mailing address. This call just a waste of time. 

This is very poor business practices especially to one who has always paid on time. I have great credit- and the sad thing I had thought of opening CDs with them, but NoWay- if this is how they treat their customers. 

So from XXXX until present date, XXXX, I do not have what they promised and that was a card and I am proud to say I owe them NOTHING.

Company response to consumer: Closed with explanation