topic Re: Capital one verification process in Credit Cards

Capital one verification process

Anonymous — Mon, 23 Dec 2019 05:51:21 GMT

Please someone help me

I am new to Capital one. I was recently approved for a Capital one Platinum with a $500 limit. I was approved around November 23rd or 24th which is very exciting because I'm trying to build my credit and also it would help tremendously with Christmas. unfortunately since I received the card, I have not been able to get it activated because my identity is unable to be verified.

initially when I tried to get it activated, my cell number was not listing me as the owner even though it's a contract account. so capital one requested for me to text a pic of the back of my license. I had lost my driver's license so I went to get a new license at the BMV. The state of Ohio only gives you a printout at the time you get your driver's license and they mail the real license to you. Capital one does not accept the print out even though if a police officer was to pull me over, they accept it as proof of identity. so I had to wait about 10 days to receive my actual license in the mail. when I received my license I immediately called to try and get my card activated and send a picture of the license through a text message, however, when the person from the fraud department tried to text me, he received an error message. it would not work even though I had previously had a customer service rep send me the text before I had my license. so he told me I could either send it through the email and wait 7 to 10 business days for my identity to be verified and my card to be activated or I can call back in a couple hours and see if the text message would work. maybe it was on his end.

I actually waited till the next day and talked to a different person. this person couldn't send the text either and also received the error message. he said I would have to send it through email and on top of my driver's license front and back, because it was a newly issued license I would have to send in my social security card along with proof of address like a utility bill. I sent them my phone bill which he said was fine because it was a reoccurring bill. So I submit all the documents on December 10th or December 11th. I wait a day to call and make sure they received my documents and everything was okay. I guess I had forgotten to sign my social security card so I had to sign my social security card and resubmit that through the email. again I am told because it's email even though they can see everything and the pictures are good that I have to wait 7 to 10 business days for all my documents to be verified.

I'm checking on it daily because the only reason I applied for this card was to help with Christmas and I don't understand why the verification process is taking so long since it's already been documented that I sent everything that was requested. I'm told something different every time I call. They are rude and act as if I'm a fraud. One guy was telling me how beautiful I was in my ID pic which I thought was very unprofessional. when I call this past Monday on December 16th I was told that my driver's license had been verified they were still waiting for my social security card and my telephone bill to be verified.

I waited until Thursday, which was yesterday to call back and see if there was any progress or if they needed anything else. I spoke to someone that was actually trying to help me and he contacted someone in the verification department to see if there was anything else we could do to speed up the process. when he gets back on the line he tells me that they have stopped the verification process and my account is still restricted because I cannot verify that I am the owner of my phone number. I tell him that the whole reason I had to send in my identification in the first place is because that process was not working but they had the two forms of identification and they also have my phone bill to see that I was the owner. he cannot tell me why those are not enough verification or give me any information at all. he kept repeating himself and had no answers to my questions when I was trying to ask him things like why was I told to submit additional documentation.

I asked to speak to a supervisor. I'm on the phone for about an hour through this whole process the supervisor gets on the phone and she tells me that they cannot verify my driver's license because it is newly issued. first of all that's not what I was told by the person that I talked previously. Not at any time was I told a newly issued ID would not be excepted. I was being told something different once again and I explained for the hundredth time that I had to send in my social security card and proof of address is because it was a newly issued driver's license so why is there another hold up. she again tries to check the telephone numbers because I have three telephone numbers on my account that is not prepaid it is contracted so I don't know why they can't see that I'm the owner. I can see it when I look it up on Google. anyways she is telling me basically that I just have to wait. she can't give me a time frame at all. Could be next year is what she told me. so they are having me jump through all these hoops and send in all these documents that aren't working according to them so why did they have me send it in the first place.

I don't understand this process I don't understand why a government-issued driver's license front and back is not proof along with my social security card and my telephone bill. I can send in paycheck stubs I can verify my employment I can send in my insurance information car insurance or medical insurance I don't understand why nothing can be done and every person I talk to tells me something different every single time. I saw online that there are many others having this same issue. What else can I do to get this resolved???

Re: Capital one verification process

UncleB — Mon, 23 Dec 2019 05:53:56 GMT

Hi @Anonymous and welcome to myFICO!

I've moved your thread to get your question more exposure, and I've also added some paragraph breaks to make the post easier to read.

--UB

Re: Capital one verification process

CreditInspired — Mon, 23 Dec 2019 07:21:01 GMT

Hi and welcome OP

It is awful that you’re going through this and I dont know the answer either but it could be several things.

So, if I were you, the first thing I would do is call my cell phone company and confirm that I am the primary owner on the account and that it just lists my name no matter what the bill states. Tell them that the CCC gets an error when trying to send a text. Confirm that this is not a prepaid or disposable type phone.

Second, you applied at the worst possible time—during holiday season—around Thanksgiving and now it’s Xmas. I am assuming that any CCC would be hyper vigilant during this the holidays because identity fraud is very real and quite rampant. It’s actually a good thing for the consumer that they’re taking extra precautions, albeit a PITA for you at this moment in time.

But kind of look at it from their viewpoint. They approved a card and 3 things in a row happened. The consumer cant receive a text via their cell phone. The consumer doesnt have a DL on-hand. The consumer’s SS card is unsigned. These are red flag problems for any algorithm system.

So the CSR may be correct. This may not get corrected until after the new year. There are a lot of applications this time of year and I believe yours just got caught up in the mess.

Yep, it’s a bummer but it’s just a part of life. Unfortunately, it got in the way of your holiday plans. So sorry.

Re: Capital one verification process

Anonymous — Mon, 23 Dec 2019 12:22:05 GMT

I call my mobile phone provider and everything is correct. I am the owner and only one listed on the account. It is a 2 year contract and it's a published number. They have no idea why it can't be verified by Capital one. I even gave them my daughter's cell number to send the initial text to verify the back of my license. She has a contract phone through a different carrier and capital one again received an error message when they tried to send it. I do understand it's just protecting me as the consumer but they are extremely rude and refuse to help. I don't know is the answer and that should never be acceptable.

Re: Capital one verification process

CreditInspired — Mon, 23 Dec 2019 12:56:29 GMT

OK. Who's the carrier? Is it one of the big ones--AT&T, Verizon, T-Mobile, Sprint. If a small one, that may be creating the problem.

Also, IMHO, too much has been going on. I believe by also introducing yet another cell number into the mix for a recently produced DL just sent the system's algorithm into overdrive.

This is just my 2cents. Send a letter explaining everything in as concise a manner as possible (5-6 sentences max) and just forget about getting the Cap1 card this year. Or, since you feel Cap1 CS is extremely rude and wont help, this may be a neon flashing sign not to do any business with them and treat this as a lesson-learned to have all ducks in a row when applying for credit. IMHO, I believe this scenario could have happened with any lender during this time of year.

Re: Capital one verification process

Anonymous — Mon, 23 Dec 2019 13:01:25 GMT

Verizon is my carrier and it was the capital one csr who requested I give them another phone number on a different account to try and send the verification link as a text. Also when I applied for the card I had my driver's license but I lost it the day before I received the card.

Re: Capital one verification process

Anonymous — Mon, 23 Dec 2019 17:00:36 GMT

I'm completely fine with having to submit my documents and my ident being verified. My problem is how unprofessional and rude some of the CSR have been. Also the fact that they have no idea what is going on or how long it will take. Being told that the restriction is being held up for a different reason every time I call.

Re: Capital one verification process

OmarGB9 — Mon, 23 Dec 2019 17:02:47 GMT

Sorry about the issues. I hope it all works out.

Re: Capital one verification process

Tomatoshadow2 — Mon, 23 Dec 2019 18:54:19 GMT

This happened to me, while I was in College, I didn't put that I had a different mailing address. I had to do everything you are doing, finally I was able to explain to a supervisor, who really listened. On what an honest mistake I had made, I was able to get my card unlocked.

Re: Capital one verification process

outofcredit — Tue, 24 Dec 2019 00:59:50 GMT

Verizon had a nationwide outage on December 18, 2019. There were many reports of users getting "circuits are busy" messages during that time. This was reported on national news services. Did you phone "verification" attempts happen on that date? Perhaps it was the reason why your phone couldn't be verified. If you google Verizon outage there is documentation that there was a problem with Verizon that day. You might try calling again to see if your phone can be verified now. YMMV.

Re: Capital one verification process

Anonymous — Tue, 24 Dec 2019 02:29:34 GMT

Finally the restriction was lifted!!!!! I called and spoke to the best CSR from the United States and she was amazing. She contact the fraud department here in the states as well and they were able to do the final verification (a phone call to my mobile number) and lift the restriction. The supervisor and I both agreed she deserves a raise and should be a trainer as well.

Re: Capital one verification process

CreditInspired — Tue, 24 Dec 2019 08:46:31 GMT

This is great news OP. Hopefully, Cap1 will overnight the card.

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 01:49:28 GMT

Well the great news was short lived and I'm livid!!!!!!!!! This morning I received a call from them while I was at work. I call them and the CSR said they were probably just letting me know that the restriction was lifted and the card was good to use. I used it at a gas station about 3 hours later on my way to finish my kids Xmas shopping. Walking into the store I opened the app to check my balance. I was shocked that my account once again was restricted. I just used it and it was only a $9 charge. I call capital one and explain everything that has happened since I applied. I was on the phone with 40 minutes and I had to text the front and back of my ID once again but she received it immediately and lifted the restriction. I go into the store and shop. I probably in there an hour at the most. I check the app cuz now I'm paranoid, while I'm waiting in a very long line, and the account is still good. I get to the register and once again, transaction denied. I am furious and call capital One for the 4the time in less than 24 hrs. I have no patience at this point. I'm embarrassed, I'm upset and this is now really messing up Xmas. I'm running out of time and the stores are closing soon. Once again I'm on the phone an eternity just waiting for a supervisor. This time I'm told that my account should have never been taken off of restriction and my phone numbers are not showing that I'm the owner like I was told the night before. The supervisor then tells I have to resubmit all the documentation I sent originally because it had to be varified once again. I told her there is no way that is correct. I was told by 3 people since last night that it was verified. I told her that I wanted to speak to a supervisor in the United States. She tells me that they will just say the same thing and I replied I don't care I want to speak to them. Another long hold and I have to tell the whole story again, get put on hold again, notes are never read completely and I keep having to explain things over and over. In the end this person tells me that because my ID is not 30 days old, I have to wait the 30 days first. I remind her that I was asked to submit my social and proof of address because they already knew it wasn't 30 days old originally. She says well she's sorry I was given the wrong information and she understands why I'm in tears and embarrassed. I said no I doubt you understand. I wasn't just given wrong information this time it's been going on for a month every time I call. I said I want to know why I had to resubmit the documents again and she couldn't give me a reason and conveniently we then we're disconnected. I call back again. After more of the same, this time I'm told I have to wait exactly 30 days after my license were issued. Another apology for having me send additional documentation and being told it was enough to get my account unrestricted. Once again I ask for a supervisor. All these different excuses don't cut it. This supervisor is not from the states and they are extremely rude and unhelpful. They don't care what's been done and he only tells me that at this time my account will remain restricted and he can't divulge the reason why. I told him it's unacceptable. It's my account and I deserve to know why. I tell him again I want someone from the United States. The excuse after another 30 minutes is the BMV has not updated their system since December 3rd and no information comes back when the barcode on my license is scanned. I have to wait 7 to 10 business day from today for the verification team to once again verify my documents. I can go to the BMV website and look at the status of my license but they aren't getting information on there end. Capital one is a joke. No one knows what they are doing. Because of their many mistakes I have to suffer and nothing gets done about it. I don't know how they are in business and I really think what they are doing is illegal. There has to be something that can be done.

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 02:53:52 GMT

@Anonymous wrote:
Well the great news was short lived and I'm livid!!!!!!!!! This morning I received a call from them while I was at work. I call them and the CSR said they were probably just letting me know that the restriction was lifted and the card was good to use. I used it at a gas station about 3 hours later on my way to finish my kids Xmas shopping. Walking into the store I opened the app to check my balance. I was shocked that my account once again was restricted. I just used it and it was only a $9 charge. I call capital one and explain everything that has happened since I applied. I was on the phone with 40 minutes and I had to text the front and back of my ID once again but she received it immediately and lifted the restriction. I go into the store and shop. I probably in there an hour at the most. I check the app cuz now I'm paranoid, while I'm waiting in a very long line, and the account is still good. I get to the register and once again, transaction denied. I am furious and call capital One for the 4the time in less than 24 hrs. I have no patience at this point. I'm embarrassed, I'm upset and this is now really messing up Xmas. I'm running out of time and the stores are closing soon. Once again I'm on the phone an eternity just waiting for a supervisor. This time I'm told that my account should have never been taken off of restriction and my phone numbers are not showing that I'm the owner like I was told the night before. The supervisor then tells I have to resubmit all the documentation I sent originally because it had to be varified once again. I told her there is no way that is correct. I was told by 3 people since last night that it was verified. I told her that I wanted to speak to a supervisor in the United States. She tells me that they will just say the same thing and I replied I don't care I want to speak to them. Another long hold and I have to tell the whole story again, get put on hold again, notes are never read completely and I keep having to explain things over and over. In the end this person tells me that because my ID is not 30 days old, I have to wait the 30 days first. I remind her that I was asked to submit my social and proof of address because they already knew it wasn't 30 days old originally. She says well she's sorry I was given the wrong information and she understands why I'm in tears and embarrassed. I said no I doubt you understand. I wasn't just given wrong information this time it's been going on for a month every time I call. I said I want to know why I had to resubmit the documents again and she couldn't give me a reason and conveniently we then we're disconnected. I call back again. After more of the same, this time I'm told I have to wait exactly 30 days after my license were issued. Another apology for having me send additional documentation and being told it was enough to get my account unrestricted. Once again I ask for a supervisor. All these different excuses don't cut it. This supervisor is not from the states and they are extremely rude and unhelpful. They don't care what's been done and he only tells me that at this time my account will remain restricted and he can't divulge the reason why. I told him it's unacceptable. It's my account and I deserve to know why. I tell him again I want someone from the United States. The excuse after another 30 minutes is the BMV has not updated their system since December 3rd and no information comes back when the barcode on my license is scanned. I have to wait 7 to 10 business day from today for the verification team to once again verify my documents. I can go to the BMV website and look at the status of my license but they aren't getting information on there end. Capital one is a joke. No one knows what they are doing. Because of their many mistakes I have to suffer and nothing gets done about it. I don't know how they are in business and I really think what they are doing is illegal. There has to be something that can be done.

Capital One is actually a great credit card company. Unfortunately, their hands are tied by government regulation that require certain information to be available, be accurate, and is easily verifiable at the time of application. It might be your account, but it's their money and with regulation, they have to CYA. Once something goes wrong immediately with that information, they have to take precautionary measures. And it's the dreaded first impression fumble, it's really like an interview. Most of us probably had some bad things happen during the first 15 minutes of a job interview.

Making the customer wait is one way to defray fraud. And to verify the information. Fraudsters give up easily and abandon the card. True customers will at least try to work with them, and may still abandon the card. It looks like you are trying to work with them. If you really want the card, I'd probably stick it out and work to resolve it.

That initial time during application is a fragile time. Again, like an interview. Be punctual, bring all necessary and accurate information with you, be prepared, etc.

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 03:39:54 GMT

This is beyond just being cautious and sticking to federal guidelines. If they were going by guidelines there would not be someone giving me a different answer every time I called. My account would have never been unrestricted in the first place but to have it done by 3 different employees, 2 of which were supervisors, only to be be told everyone I've spoken with has been wrong. They were wrong, according to these last 3 people who were of no help, when they asked for my SS card and proof of identity since my license was under 30 days old. They were wrong when the 3 people this last 24 hrs said everything was verified and my account was good to go. Doesn't sound like guidelines to me it sounds like a complete mess. Oh and the license they say they can't verify because when they scan it no info is coming back, yeah well I downloaded a basic scanning app and it was able to tell me all the information on the front of my license. Went by the casino cuz I have a friend that bartends. Had them scan my license and all information comes back. All if the suuden my phone number they claimed wasn't coming back with me as the owner, then it was , then it wasn't again, well all the sudden it's listed on my account app and even sends a verification code. It won't let you do that if you can't be verified as the owner. So whats the excuse now? They have messed up repeatedly since I submitted what they asked for but I'm the one getting publicly embarrassed, don't know what's the truth and what's not. I don't care how careful they have to be to make sure an account isn't fraudulent, what I've had to go through regardless of who's money it is, it's wrong, it's unprofessional and the least they could do is expedite going through the process once again and not sticking me at the back of the pile

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 03:57:00 GMT

While it definitely sounds like you have gotten a lot of different answers from front line reps, unfortunately they don't make the decisions. Everything at Capital One is done by the computer -- even the executive office has very little ability to help customers.

Unfortunately, you have too many red flags and I would recommend you just let this card go. The ID issue looks fishy to a machine. Explaining what happened to a human is one thing but to a computer is another. Compound that with the cell verification issue and it's no surprise that they're worried about fraud.

I am sorry that you have been put through so much but I can easily see why they suspect fraud although that doesn't excuse the poor customer service.

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 04:28:52 GMT

@Anonymous wrote:
This is beyond just being cautious and sticking to federal guidelines. If they were going by guidelines there would not be someone giving me a different answer every time I called. My account would have never been unrestricted in the first place but to have it done by 3 different employees, 2 of which were supervisors, only to be be told everyone I've spoken with has been wrong. They were wrong, according to these last 3 people who were of no help, when they asked for my SS card and proof of identity since my license was under 30 days old. They were wrong when the 3 people this last 24 hrs said everything was verified and my account was good to go. Doesn't sound like guidelines to me it sounds like a complete mess. Oh and the license they say they can't verify because when they scan it no info is coming back, yeah well I downloaded a basic scanning app and it was able to tell me all the information on the front of my license. Went by the casino cuz I have a friend that bartends. Had them scan my license and all information comes back. All if the suuden my phone number they claimed wasn't coming back with me as the owner, then it was , then it wasn't again, well all the sudden it's listed on my account app and even sends a verification code. It won't let you do that if you can't be verified as the owner. So whats the excuse now? They have messed up repeatedly since I submitted what they asked for but I'm the one getting publicly embarrassed, don't know what's the truth and what's not. I don't care how careful they have to be to make sure an account isn't fraudulent, what I've had to go through regardless of who's money it is, it's wrong, it's unprofessional and the least they could do is expedite going through the process once again and not sticking me at the back of the pile

You may have gotten different answers from different people, but they are all trying to help and more than one are having issues trying to verify your information. You mentioned 2 CSRs had issues sending texts.

A paper temp license may be valid to a police officer, but not to a credit card company, as paper can be created by anyone, but the state officers know the format of the paper and can run your license through a system the credit card company cannot.

I certainly cannot verify cell number validity or DL validity. Just because a text goes through with a test you perform, or DL info can be successfully read from a card doesn't make it a valid driver's license.

You might want to find out if your DL is registered with the state of Ohio. Could be an issue with the DMV or may take more than 30 days to get into their system. And that your cell phone home address matches the address you provided cap one. Slight differences can be the difference. A mistyped zip code would do it.

Cap one is seeing multiple failures, and are suspicious, even if there is no reason to be suspicious. Making sure your addresses match, having an actual picture DL handy, etc, and being careful of what you enter in the application is being totally prepared for a credit card application.

If I would have moved in the last 30 days, I would not apply for a credit card. DL is changing, utility addresses are changing, etc. I'd wait until that settles down and is stable. I would not be prepared to apply for a card.

Re: Capital one verification process

randomguy1 — Wed, 25 Dec 2019 15:09:26 GMT

This is quite a bit of stress for a no rewards category platinum card. I would just use a debit card until you get your ID, phone number issue, etc figured out. Just take a step back and stop using the card for 30 days until they resolve it. If you need to verify the card works without a rejection, you can simply make a small transaction online like an Amazon card reload which could save you from the embarrassment of a rejected card in person.

I’m sorry you have to go through such a hassle but how one reacts to a situation ultimately affects the severity of the situation. In the grand scheme of things, how big of a deal is waiting another month for a $500 credit limit card?

Re: Capital one verification process

CreditInspired — Wed, 25 Dec 2019 16:26:14 GMT

Holy, moly!!

I wholeheartedly believe in 3 strikes you're out. Honestly, OP, it's not worth it! Sometimes one just has to either wait it out until everything syncs up or just cut their losses.

Re: Capital one verification process

Anonymous — Wed, 25 Dec 2019 17:16:30 GMT

@CreditInspired wrote:
Holy, moly!!

I wholeheartedly believe in 3 strikes you're out. Honestly, OP, it's not worth it! Sometimes one just has to either wait it out until everything syncs up or just cut their losses.

Normally I'd agree. But OP is trying to build credit and approvals are harder to come by. I'd try to salvage it if possible.