Consumer complaint received 2025-10-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN

Complaint narrative:
b'To Whom it May Concern:\nSubject: Urgent Request for Investigation into Capital Ones Identity Verification System\nI am writing to formally raise a serious concern regarding Capital Ones identity verification process, which I believe requires immediate scrutiny. During my recent application for a Capital One Quicksilver Mastercard, the system attempted to verify my identity using a third-party phone number that I never provided. I was neither informed of this number nor given the opportunity to confirm or correct it. This raises troubling questions about the integrity and security of Capital Ones data handling practices.\nAs a responsible individual with an excellent credit score XXXX, I applied for the card in good faith to support my ongoing professional studies. I have had a positive relationship with Capital One in the past, which made this experience particularly distressing. Despite my clean record, I was flagged for suspicious activity and accused of potential fraudan error stemming from Capital Ones system linking my application to someone elses phone number.\nAfter my application was approved, Capital One initiated further verification steps without clear explanation. My account was restricted, and the system continued to associate my profile with an unrelated phone numbermy husbands cell phone, as I discovered on XXXX XXXX XXXX. Although we share a household, he was not involved in the application, and I did not list his number. I had provided only my personal and work contact details.\nUltimately, I chose to close the account without ever using the card, in order to distance myself from what I believe to be a compromised system. This ordeal caused emotional distress and led to an 11-point drop in my credit score due to the inquiry. I gained nothing from this processonly frustration, humiliation, and a loss of trust.\nI respectfully urge your office to investigate Capital Ones identity verification practices, particularly their use of unauthorized contact information and the lack of transparency in their procedures. Their current system poses a serious risk to consumer privacy and well-being.\nTimeline of Events:XXXX  Submitted application for the Quicksilver card.XXXX  Uploaded my valid MN drivers license image.XXXX: Received a formal approval confirmation via email. XXXX: Received email confirmation that the card had been shipped.XXXX XXXX XXXX: Received email about suspicious activity. Contacted Capital Ones fraud department. They explained they needed to call me up and I should talk to them on the other line, but no calls were received on any of my phones. I was asked to re-upload my government-issued IDXXXX (Noon): Card arrived by mail, in my name, to my address, last four XXXX XXXX XXXX Visited Capital One Caf at XXXX XXXX XXXX in Bloomington, MN. My ID was verified in person by a Capital One Ambassador (possibly named Ismail). We contacted the fraud department together, and I re-uploaded both my ID and proof of addressXXXX: Unable to activate the card due to insufficient proof of address. Uploaded a credit card statement showing my current address. Filed a complaint via phone (Case XXXX, but received no follow-up.\nXXXX Still unable to activate the card. Representatives Edna and Sharon attempted verification using a phone number they refused to disclose. The call was received as possible spam on my husbands phone, confirming the system had been using his number. I answered my husbands phone and spoke with Sharon. I was then asked to upload a bank statement. I declined and requested the account be closed.\n\nPlease consider this a formal request for investigation into Capital Ones identity verification system and its handling of personal data. I am available to provide any further documentation or clarification as needed.\nThank you for your attention.XXXX

Company response to consumer: Closed with explanation