Consumer complaint received 2024-07-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
Hello, On XX/XX/year> I was instantly approved for the Capitol One Venture X credit card. XXXX days later, XX/XX/XXXX, my physical card arrived in the mail and I immediately scanned the XXXX code attached. The link proceeded to open up the application on my phone, and I was instantly blocked from my account. The error stated I had " too many login attempts '', yet I had not made a single attempt to login to my card since physically receiving it. I assumed the issue could simply be resolved, but alas- here we are! 

I call the number, and I was immediately transferred to the fraud department. I was then told that I would need to verify my identity, and I was sent a secure link to submit my social security card, drivers license, and proof of residence. I completed their request the same day, XX/XX/XXXX, and waited for approval. 

XXXX days later, XX/XX/XXXX, I call them for an update and I am told that my request will take XXXX days for a 'specialist ' to look at my documents. This frustrated me because there is a XXXX point bonus if I spend {$40000.00} within XXXX months ( and I was leaving the country in about a week ). The customer service representative was able to view my documents I had sent, and confirmed that they looked fine - I just needed to wait. 

I am a pretty patient person, but since this card has an annual fee of {$390.00}, I continued to call and escalate for more help every day from XXXX XXXX XXXX. I wanted the card to be activated for my trip in order to reach the spend threshold within the XXXX months. Every representative gave me the runaround, and then on XX/XX/XXXX a supervisor finally told me that a screen capture of my internet bill did not qualify as proof of residency. Not only that, but I also needed to print it out and take a picture of the piece of paper in order for it to be valid. I am being told this information XXXX days after submitting. 

They told me that I could send a utility bill ( not internet apparently ), bank statement, or landline bill to prove my residency. I have a roommate that signed up for our utilities, so I couldn't use that. I do not have a landline. Lastly, I hadn't updated my bank information from my last move, so at the time my bank statement unfortunately wasn't a match. Instead, I submitted my lease agreement and credit card statement while I waited for a bank statement with my updated address. 

The next day, XX/XX/XXXX, I am at the airport and get a suspected spam call that turned out to be a 'specialist ' from Capitol One that informed me that my literal lease agreement does not approve my residency- which I think is so ridiculous, but I digress. 

Today, XX/XX/XXXX, I have returned home from my trip and was able to print out and submit my bank statement with my updated address. XXXX me, I am who I claim to be, and they unlock my account after XXXX minutes on the phone. 

All of this being said, all I asked for was an extension on my time to spend {$4000.00} because at this point I only have about XXXX months left. Since my expectations with this company are very low at this point, I was not shocked when I was told their was 'nothing they can do '. I feel as though that is not true, but I am so fed up with this company at this point I came here. 

Overall, I think their customer service team is all over the place, and none of them claim to have any authority to get anything accomplished. I feel as though sending my lease agreement/credit card statement/internet bill should have been enough evidence of my residency, and I don't want to figure out how to spend XXXX dollars in almost half of the time promised. I hope that you can guys help me get an extension, but at the end of the day this write up was quite therapeutic. 

Thank you so much for your time, and I hope to hear from you soon.

Company response to consumer: Closed with explanation