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Capital one verification process

maryvickers1020
New Visitor

Re: Capital one verification process

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.
Message 11 of 23
CreditInspired
Super Contributor

Re: Capital one verification process

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


DEC 2019: EX 816, TU 820, EQ 810
DEC 2018: EX 777, TU 783, EQ 799

|| AmX Cash Magnet $40.5K || NFCU CashRewards $30K || Discover IT $24.7K || Macy's $20K || NFCU CLOC $15K || CitiCostco $12.7K || NFCU Platinum $12.5K || Apple Card $6.5K ||
Message 12 of 23
maryvickers1020
New Visitor

Re: Capital one verification process

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.
Message 13 of 23
CardNut
Valued Contributor

Re: Capital one verification process


@maryvickers1020 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.

Scores, HPs/24 mos. (updated 01/13/21):
    Experian FICO Score 8 = 828, 1/24
    Experian FICO Score 9 = 813, 1/24
   TransUnion = 811, 1/24
    Equifax = 813, 0/24

Total 2020 rewards, incl. offers/deals = $1,388.00

Total CL: $247,000

Cards (hover over for CL | interest rate | Date Opened):
Message 14 of 23
maryvickers1020
New Visitor

Re: Capital one verification process

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
Message 15 of 23
Saeren
Mega Contributor

Re: Capital one verification process

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. 





Message 16 of 23
CardNut
Valued Contributor

Re: Capital one verification process


@maryvickers1020 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. 

Scores, HPs/24 mos. (updated 01/13/21):
    Experian FICO Score 8 = 828, 1/24
    Experian FICO Score 9 = 813, 1/24
   TransUnion = 811, 1/24
    Equifax = 813, 0/24

Total 2020 rewards, incl. offers/deals = $1,388.00

Total CL: $247,000

Cards (hover over for CL | interest rate | Date Opened):
Message 17 of 23
randomguy1
Valued Contributor

Re: Capital one verification process

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?
Message 18 of 23
CreditInspired
Super Contributor

Re: Capital one verification process

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. 


DEC 2019: EX 816, TU 820, EQ 810
DEC 2018: EX 777, TU 783, EQ 799

|| AmX Cash Magnet $40.5K || NFCU CashRewards $30K || Discover IT $24.7K || Macy's $20K || NFCU CLOC $15K || CitiCostco $12.7K || NFCU Platinum $12.5K || Apple Card $6.5K ||
Message 19 of 23
CardNut
Valued Contributor

Re: Capital one verification process


@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. 

Scores, HPs/24 mos. (updated 01/13/21):
    Experian FICO Score 8 = 828, 1/24
    Experian FICO Score 9 = 813, 1/24
   TransUnion = 811, 1/24
    Equifax = 813, 0/24

Total 2020 rewards, incl. offers/deals = $1,388.00

Total CL: $247,000

Cards (hover over for CL | interest rate | Date Opened):
Message 20 of 23
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