Surprisingly I learned nothing was considered in my case review after the visit and Fax. My card remained restricted for a additional week and I called to get an update on the document review. The customer service person called Fraud and they provided a secure Fax number to send the copies to. While traveling through New York on a business trip I made time to appear at the Banking Branch of Capital midtown and provided original copies of two Govt IDs and 2 utility bills confirming my identity and residence. Social Security and State issued IDs followed by multiply proofs of residence formed the base of their demands. Demands continued for very personal Government issued documents continued. What one finds out on the journey is in spite of having two other Capital One cards underwritten by them, a MasterCard and a Visa with a balance paid on time the Fraud Department will not cross reference any of your history. Several calls and long discussions followed. If this is my first experience I can only imagine what’s yet in store. Provide better service & other resources to your customers. & again she said very rudely says “Well, I’m telling you now that you can’t.” Okay capital one, so then your email needs major adjustments because that’s FALSE advertisement. IT LITERALLY SAYS IT ON THE EMAIL/IN WRITING THAT I CAN SET IT UP. repeatedly told me she understands it says that on the email, but she’s telling me now that it cannot be done until I receive the card. she said, "You cannot sign up for the online account until I receive your card in 7-10 business days." I told her it says “IN THE MEANTIME, LETS SET UP YOUR ACCOUNT” not “set up your online account once you’ve received your card in 7-10 business days.” In addition to that, I received an email stating my card would be mailed out within 7-10 business days & “In the meantime, let’s set up your online account if you haven’t already.” For some reason I wasn’t able to add my cell number & was referred to call customer service.
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