Credit card or prepaid card -- Problem when making payments -- Complaint #6257919
Complaint Overview
Complaint ID: 6257919
Company: Capital One Financial Corporation
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Idaho
ZIP Code: 833XX
Date Received: 2022-11-29T12:00:00-05:00
Date Sent to Company: 2022-11-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello. Hello I am currently in XXXX and I'm unable to access my two Capital One credit cards. When I log in they require extra verification which they say they will send via text or call to my phone. My phone does not enable me to receive texts or calls in XXXX. l have been a Capital One customer for many years and have never before had problems accessing my account from outside the United States. I used my girlfriend 's XXXX number and called customer service and they told me that they could not verify me any other way than by sending a text or call to my phone! They even told me that Capital One accounts are really just for the XXXX. I was unable to locate an email address for them but finally found them on XXXX. The XXXX representative told me that they could not verify me any other way than by my phone. I told them that I have no problems accessing my XXXX and XXXX accounts both of which I have held for much less time than my Capital One account. In addition when I had the same issue with XXXX XXXX wanting to verify me by my phone I told them that XXXX solved the problem by setting me up with a third party verification app called VIP Access. I receive no response when I point this out or when I tell them of my experience with my phone call to customer service. This has been going on for about a week now and I am concerned about incurring late fees. I have the entire conversation with XXXX in case you need it. Of special concern is the fact that I am the one who initiates and continues the dialogue. They ignore any responses I make or input I give. Not sure if I am dealing with a person or a robot. Thank you, XXXX XXXX.
Frequently Asked Questions
What is Complaint #6257919 about?
Complaint #6257919 was filed against Capital One Financial Corporation regarding Credit card or prepaid card specifically about Problem when making payments. It was received by the CFPB on 2022-11-29T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.