Consumer complaint received 2024-01-23 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:
XXXXXXXX XXXX Enter in XXXX XXXX XXXX / Cabela 's Was in the process of purchasing a product_ XXXX XXXXXXXX XXXX XXXX agent offers a discount for the day by applying for XXXX XXXX XXXX Credit Card XXXX underwriter _Capital One. 

Lifted my credit freeze. 

Submitted all information through handheld tablet_asked if I wanted to add a authorized user_I did my dad_ we verified all information_took photos of the application for verifiable proof_XXXX XXXX XXXX employee checked our State Issued Driver License ; was waiting in the store for 2 hours as application showing pending_Left the XXXX XXXX XXXX with application status still showing pending after 2 hours. 

Next day checked my credit report and my dad credit report Capital One had done a hard pull on both credit reports. 


1 week later _ no credit cards received 2 weeks later _ no credit cards received 3 weeks later _ no credit cards received 4 weeks later _ Logged into Capital One Credit Card site. 
My XXXX XXXX Credit Card icon ( XXXX ) was showing up online. 
My XXXX XXXX XXXX Credit Card icon ( XXXX ) was showing up online. 

I selected to make a online purchase with XXXX XXXX XXXX virtual card.Clicked Get Your Virtual Card_ No information was showing for the virtual card. 

Called XXXX XXXX XXXX to inquire about credit card_ response was too call Capital One XXXX XXXX XXXX Card Holder Services . 

XX/XX/ I called Capital One to inquire about the status of XXXX XXXX XXXX Credit Card and the Virtual Card information not showing. 

Capital One stated I should be seeing the virtual card information. 

Capital One stated we need to verify who you are, by requiring additional information. 

1 completed the application online at XXXX XXXX XXXX. 
2. XXXX XXXX XXXX verified the information along with my state ID and my dad state ID. 
3. I took photos of the application before being submitted. 
4. Capital One did a hard pull on my credit report and my dad credit report.

5. Capital One already has issued my XXXX XXXX Credit card for over 3 years now. 

Capital One stated you can send the requested information XXXX of XXXX ways. 
1. Mail 2. Fax 3. secure site by email link. 

I requested Capital One to send the email link with the secure site. 

XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX Capital One send the secure link to upload copy of state ID front and back. 

XX/XX/ Capital One site now shows. 
XXXX XXXX XXXX virtual card icon ( XXXX ) show up on Capital One site. 


XX/XX/ No Credit Cards received I selected to make a online purchase with XXXX XXXX XXXX virtual card ( XXXX ). 
I clicked get your virtual card information available. 
No information showing to make online purchase. 

Called Capital One. 
Capital One said the virtual card information show be showing. 
I said I took photos show the virtual card information is not showing. 
Capital One said, they still in the process of determining who you are.

Company response to consumer: Closed with explanation