Credit card or prepaid card -- Trouble using your card -- Complaint #6775675

Complaint Overview

Complaint ID: 6775675

Company: Capital One Financial Corporation

Product: Credit card or prepaid card

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

Issue: Trouble using your card

Sub-Issue: Can't use card to make purchases

State: New York

ZIP Code: 10037

Date Received: 2023-03-30T12:00:00-05:00

Date Sent to Company: 2023-03-30T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2023, I reported my capital one quicksilver card as lost and requested a new card to be issued. Capital one responded to the request immediately and stated they would issue a new card. Accordingly, in the capital one application, I use to manage the cards, I saw the new card. As I receive a small cash back for using the card, I linked the new card to my XXXX pay account in order to continue using it as I have in the past. When I tried to use the card it did not work. Instead, I had to use my platinum capital one credit card to make the same exact purchase. I called capital one to figure out the issue and they alleged fraudulent activity. They asked me for the front and back of a picture id in order to verify my identification. I informed them that I would not send them anything of the sort, as they did not have any of that information on file at the time I applied for my platinum capital one account or my XXXX capital one account. After speaking to a customer service representative and supervisor, they both refused to verify my account via my birthdate, social security number, and/or the last XXXX transactions on the account. On XX/XX/2023, I called back and went through the same process. This time when I spoke to the manager, I asked him to access my platinum account and asked him specifically whether they have my photo identification anywhere in their system. He responded no. I asked him whether they have my date of birth and my social security number. He responded yes. I asked if generally could they verify me via my date of birth and/or my social security number. He stated yes, generally they do. However, in this situation, they needed photo identification. I then asked where in the Terms of Service agreement did I agree to provide photo identification. He could not tell me other than stating generally they could ask me to verify my identity. I informed him I could provide my date of birth, my social security number, and the last XXXX transactions. I could also offer transactions on specific dates if they needed it. At every turn, I was rebuffed and told they needed my photo identification. I told them I believe they are engaging in illegal data collection by now asking for photo identification to be uploaded, emailed, or mailed to them when they did not require it when I opened the account. They refuse to unlock my account unless I give them my photo identification for them to store when the initial terms of our agreement required no such photo identification.

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Disclaimer

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

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