Consumer complaint received 2024-01-21 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: TX

Complaint narrative:
On XX/XX/2023 I applied for a CapitalOne Platinum card. Please note their system shows this on XX/XX/2023. 

I applied for this card due to a preapproval invitation to apply. I did the prequalification first ( soft pull on credit ), once it stated that I would be approved, I completed the application ( hard pull on credit ) and it was approved for a XXXX credit limit. 

I then processed to follow the instruction of setting up an online account and was unable to because of a preset-up account with other information. I then called CapitalOne and the representative tried to verify my information NOT with my current information but with the information in their system which was NOT my current information. At that point, I believe is when the restriction was put on the card. I was told that he would send a secure link via email to upload some additional information. This was also on approx. XXXX XXXX, XXXX Once completed, ( I did this with the representative on phone ) I was told that in 1-10 business days that the verification dept would either call me or release the restriction. They never called. I was also told to wait until I received the card so I could give the entire card number. I did that and when the card was received ( 7-10 business days later. ) I was able to complete this request. Please keep in mind each time I called they asked me did I request and receive the card. Each time I answered yes. 

I on XXXX XXXXXXXX XXXX and I was told by the call center to send in additional documentation for verification. I did this as well. I sent in my birth certificate, work id, government issued id, proof of residence, cell phone bill, proof of appt with XXXX  XXXX to get a Texas ID. I was told again to wait XXXX business days for the verification dept to call me. They never called me. That evening I called and asked to speak to a supervisor and to be transferred to the XXXX. I was transferred and that supervisor said that they did NOT need all the additional information, ( they wouldnt even look at it ) however the government issued ID would not be used because it had expired. She assured me that my account would not be closed, and I would have time to get my ID. She created 3 ( three ) different complaints at that time. She also checked with her supervisors to make sure that the information she was given me was correct. She also stated that I could dispute this with the credit bureaus. I explained to her that when I called the credit bureaus their position was since I was approved with {$3000.00} limit. It was a valid inquiry and it would not be removed. You are ONLY allowed 3 ( three per year ) I then called back on approx. XXXX XXXX, XXXX, and was transferred to the Fraud Dept. ( this was call center overseas ) at that time I spoke with a person who stated they were a supervisor. They called the back office and she said because I had an expired government issued ID. It would NOT be accepted. I want to note that several of the call center representatives stated that it would. I then requested several times to get a call back from the compliance team that oversaw the reviews. This never happened. I also called a CapitalOne bank, and they filed a complaint as well after I explained what my experience with the call centers. 

I called again on approx. XXXX XXXXXXXX XXXX spoke with another supervisor ( who was very rude ) and we went over their policies regarding government issued ID. She stated that their policy stated that the ID had to be unexpired. Which is fine but when I asked her to email that policy she became offended and the call went downhill from there. She stated it was in my welcome packet. I read her the entire packet it was NOT there and each email sent stated that it just had to be government issued. 

On approx. XXXX XXXXXXXX XXXX, I called again to request a call from the back office and a complaint/case number was given. Please note that these complaint/case numbers are by those that are identified as supervisors ). Immediately after that call, my mom got a call from CapitalOne for me. They left a message for me to return the call. I did but I was given the same information. This was strange because my moms number was NOT listed anywhere on my application. I wasn't sure how this happened and when I called to ask the representative how this would happen and where did they get my mom 's number and why they called her and not me. I was told that they had their ways. I then requested that they only call my number because my mom had nothing to do with my application. My mom is elderly and does not answer unknown numbers but because she came to live with me as soon as she received these calls, I am informed. This happened XXXX ( three times ). I believe this has since been corrected. 

A few days later I called again. I was told the same information ; this time I sent in the ID with me holding it so that they could see the picture in the ID was me. I did this because each time they wanted to verify it was me that applied for the card. I had the card in my possession and I could verify the information I sent in. 

I did NOT call leading up to XXXX because I felt that maybe this was happening because they were afraid that the card was going to be used to run up debt and NOT be paid. 

Recently, I received a letter to call. I called and was notified that they had created another case and that they needed the information that I had already sent in. When I stated that they had that information they indicated it was a new case and they wouldnt use information from another case. I had been given NO notice that there was even another case. 

I have done the following and notified CapitalOne that I am making every effort to get the ID, however in Texas they are NOT taking walk-ins. You have to wait until your appt date. ( CaptialOne has this information ) and several of the representatives stated they understood because it is the same way in their state. I also was obtaining information to get a passport. 

The reason for this complaint is because I am looking to purchase a house. I needed a credit mix in addition to my credit score. This has created so many problems. Please see the issues below : Unnecessary Inquiry other companies would not issue a card because this shows on all 3 ( three ) credit bureaus.

CapitalOne is now reporting to the credit bureaus. This affects my debt/ratio. Now that they are going to cancel the card, this will drop my credit score considerably.

I am being monitored on credit utilization for a card that I can not use.

I have received two ( 2 ) letters to call to resolve, which seem to repeat all previous conversations.

It has put a strain my credit At this point this situation has delayed and caused so many problems that I need immediate resolution to this.

Please note that I have all letters, emails and calls to support this claim.

Company response to consumer: Closed with explanation