@Anonymous wrote:Hi Guys,
New member and long time lurker here. I'm having a big issue with Capital One and wanted to get some advice on what you all think I should do. I recently applied for a second Capital One card, after having my first card with them for about 8 months. I applied online and was approved instantly with a solid starting limit (actually my highest to date). The message said I would receive the card within 7-10 days and a week later it arrived in the mail. So I immediately called to activate it and after entering the last 4 digits of the number and my social, I get an automated prompt telling my that "fraud has been suspected on my account" and that I would be transfered to a fraud specialist.
Immediately I was concerned, considering I didn't even activate the card yet, let alone actually get to use it. So I get on the phone with this rep who tells me that fraud has been suspected on my account and i would need to upload a copy of my drivers license, ss card, and utility bill. When I asked as to why, the rep wouldn't give me an answer, just that they needed to "review my information" before they could activate the account. So she sent me the email link to upload my documents and I did. Fast forward 3 business days later, I get a call from a rep at Capital One asking me to verify my email address and some other pesonal information, and upon answering him, he tells "okay everything is all set, everything looks good now". So I ask him, "is the card now activated?" He tells me "yes, everything looks good, you should be all set". So I ask for his name, and he tells me and the call is ended. So I'm thinking "great, that's taken care of". But something told me to call the 800 number just to verify. So I call again and AGAIN I get immediately transfered to the fraud department. So I tell the rep the name of the agent I just spoke to and she says she has no record of him calling me (in a condescending way like she didn't believe me or i was lying), and then proceeds to tell me that my documents that I uploaded three days earlier couldn't be verified.
I then asked to speak to a manager and this manager gets on and tells me that my documents that I uploaded were "all blacked out" and I had to resend them. So at this point, I'm starting to get really annoyed. I already have an active card with them that has been paid on time every month for 8 months with no balance. I was approved instantly for this second card, then was forced to prove my identity (even though the information used to apply for the second card was EXACTLY the same as my first card). Then I get the call from some guy telling me everything is all set when it clearly is not AND they have no record of this guy calling me. So, what could I do?
The manager sent me another upload link and told me to take a picture of my license and ss card instead of scanning them this time. So I did exactly that. It was a crystal clear hi res photo and I made sure of this before uploading it. So fast forward now three more business days, I call them yet again to get an update on this account and the rep now tells me that they cant activate the card because my license was "altered". I said "what? excuse me?? altered?!?!" Now I'm starting to get extremely upset. Not only are they being completely unprofessional with their followups with me (or lack thereof), but now they are accusing me of fraudently altering my license! This is completely absurd! I already have an account with them. I have accounts with Amex, Discover, and others and never had a problem with any of them! And they're treating me like a criminal and accusing me of falsifying my license! So naturally I asked to speak to a manager again and she tells me that the fraud department determined my license to be altered but she could "escalate it" and it will take 3-5 business days to get a call back from someone.
So needless to say, I'm pretty livid right now. I really want to just call them up and cancel my other card with them and be done with them forever. But I did get a triple pull from them and really would prefer not to waste those inquiries if there's a chance I could get this card activated. So I'm asking for some advice on what I should do. Should I go to a branch and appeal to the branch manager and show him my license, ss card, and utility bill and see if he or she could do something? Should I contact the executive offices? I really need some advice here. Thanks.
You should not pack it in. You should get it straight with them no matter how long it takes.
If you need to, get with the Executive Office if that is an option. That is unacceptable treatment of any customer. I know they watch for fraud but that is not a way to go about it.
