Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5358662

Complaint Overview

Complaint ID: 5358662

Company: Capital One Financial Corporation

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: California

ZIP Code: 94606

Date Received: 2022-03-23T12:00:00-05:00

Date Sent to Company: 2022-03-23T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Older American

Consumer Narrative

Hello - On Tuesday XX/XX/XXXX I was mugged and I was robbed of my handbag. All of my important information was in my handbag including : credit cards, Driver 's License, debit cards and other various information documents. I went to Capital One to replace my credit card ending in XXXX on or about XXXX.As there may be other anticipated charges coming through my old card number I need to replace it with the new number. To anticipate any charges from vendors I wanted my new card number and expiration date IN Full from Capital One before the card arrives in the mail ( XX/XX/22 ) so they have a card that can pay what I may owe. I called Capital One on XX/XX/22 to get my full card info so I could anticipate any charges and replace the old card number. I was shown a process on the website where I should be able to get the card information in full as it does not appear on my bank statements. I navigated to " XXXX XXXX XXXX as instructed and I was told there would be a link to be able to view the details of my new card info. There was not such a link. I was told I would be sent access to this info in an email confirming the new card that was ordered. There has been no such email. Today XX/XX/22, I called to ask about that email and was told " because we are serious about protecting your security '' they can not provide my new card information to me by email, phone etc and that I would have to wait for the card itself. I asked to speak to a manger. I expressed to the manager that I need my new card details which is information that belongs to me and that the former navigation to the area that should have given me a link to my card details, did not have that link. I had been told that " some '' customers would get that link to their new card info and I asked her why can't I have what is mine also? She tried to say it was for security purposes again and I reiterated my point - that my account was not deemed adequate or privileged enough to let me have access to MY new card information and that on some level I was being discriminated against. She said they follow fair credit guidelines about that criteria and that it was an internal matter. I asked what the criteria was? Did it have to do with a different or more expensive card? She said she could not share that information with me and that I would have to wait for my card to arrive in the mail. She did not care that I exclaimed that this was not fair treatment and that Capital One would certainly lose my business over this - as they are holding from me what belongs to me. She resigned that this was fine and that she can not help me.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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