Can Cap One really refuse to close the account and force a customer to do business with them?

[Anonymous]

I came across this post on Reddit about a person who's moniker is lelandlv and he is Cap One credit card customer ....

His account gets flagged and Cap One requests he emails a copy of their drivers's license and social security card. Lelandlv complies but sends in the info with the DL number redacted. Cap One objects. Lelandlv send in more documents redacted. Cap One objects again.

Next I had an "Affidavit of Identity" notarized which included the numbers for my Passport, DL, and SS card. I mailed (snail mail) the original to Cap One. They would not accept.

When I asked why they would not accept a legal notarized document, the manager's response was "we have the right to ask for SS card due to the Patriot Act" and "anyone can become a notary".

Frustrated, Lelandlv asked Cap One to close the credit card. Cap One refuses and will suspend the card indefinitely and charged him the AF of $39 and suspended his $95 in cash back. If it was not for the AF I would just garden the Cap One card if I were Lelandlv.

Cap One was quick to dismiss Lelandlv's notarized "Affidavit of Identity" but oblivious to the fact that digital copies of documents and easily be altered and fabricated, with out much skill, using free to down load image editing software.

Can Cap One really refuse to close the account and force a customer to do business with them while continuing  to charge an AF?

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[Anonymous]

It’s their own fault for refusing to comply with the request for unredacted documentation. Capital One already had that information on file from the application, it seems to me that the OP was just being unnecessarily difficult. I also question the validity of the story. It’s Reddit after all. 

[AverageJoesCredit]

Lol, why the heck would you redact your drivers license . These lenders have most of our info through our very own applications and credit reports. Seems like an attention seeker. Its not like they were asking for tax returns . Roflol

[Anonymous]

Pretty sure that they cannot keep forcing the customer to pay the AF, as the agreement would state it can be closed by either side.   The wrinkle could be them determining that the person wishing to close the account is the person who opened it, thus requiring documentation!

But, like others responding here, no real need to think the story is true in all details....

[Anonymous]

Think about it from another perspective- Capital One, or any business, needs to ensure that the request is from the valid customer, not a malicious person impersonating them. 

You can jump through their reasonable hoops. Or, hire an attorney, grant them power of attorney, and have them conduct the business on your behalf.

[gdale6]

If in fact this story is true and it was I, they would be getting fire from all directions for failing to close the account.

[MrDisco99]

I agree that this story is likely not completely true considering the source.

That said, if I called Cap1 (or any bank) and managed to answer the identity questions accurately enough to speak to a rep about my account, I'll be damned if they refuse to cancel when I ask them to.  You would think if they're really concerned about the cardholder's identity (or about terrorism lol), they'd want to close the account themselves.

Sounds like there's more going on here that we don't know about.

[zerofire]

Sounds like a customer just wanting to be difficult because they feel they are being mistreated. I remember when I applied with Capitol One they never asked for any verification documents. However my application was seriously unique and completely checked out for the verification questions. The only other thing I can think of is that this is Reddit being Reddit with somebody making a fun little story for the world to read. You would be surprised about the number of stories that can be thought up with a bit of imagination.

[KJinNC]

If true, I'd file a Better Business Bureau complaint. Cap One is based in Richmond, Virginia, so I'd use that area's BBB.

I have filed two BBB complaints against Equifax for similar shenanigans pretending they don't know I'm really me, because of bizarre "verification" methods like asking four questions where I'm supposed to identify places I lived or loans I had when the answer for every item is "n/a" and then at the end, saying I have to call them. I call them and they ask similar questions and when I can't answer them, they say I'm locked out and the system won't let them verify me. Equifax is a garbage organization and I wish they'd go out of business, even though it's actually my best credit report as far as my score.

[SBR249]

The whole point of a identification document is to make sure that the unique aspects like the number and such match what they have on file. That's the point of sending something redacted? That doesn't prove anything. Sure there's a picture but I've seen people who look very similar in pictures and I've seen people who look nothing like their ID picture. If verification is done by eye, it's very subjective. I'm not going to comment on the account closure but this person sounds like they are being intentionally difficult and then complaining when the other side pays it back by throwing the book at them. 

Look at it from Capital One's perspective. They flagged an account for identity verification (why else would they ask for these documents). The person who responds sends redacted versions of documents that do not fulfill the verification requirements. The account is thus suspended. The now the person (who didn't adequately pass identity verification mind you) asks that the account be closed. If Capital One isn't going to allow activity on an account because they can't verify the identity of the owner, why would they allow a closure request from the same person that they can't verify in the first place? 

Some people might say that a typical account closure request doesn't require this much verification and that may be true for an account in good standing. But this account isn't in good standing. It has already been flagged for verification. At that point, only the person who can satisfactorily prove that they are the listed owner to the standards that Capital One is legally allowed to set can take any action with regards to the account.