• Report: #1052539

Complaint Review: CapitalOne

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  • Submitted: Tue, May 21, 2013
  • Updated: Tue, May 21, 2013

  • Reported By: hollistergirl — Chicago Illinois
CapitalOne
Internet USA

CapitalOne Venture Card Fraud Protection on this card is INSANE - PREPARE TO BE TREATED LIKE A CRIMINAL!!  Internet

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Letter to CapOne:

I have been a CapitalOne customer for a few years now.  I make thousands of dollars in purchases each month and pay on time, in full.  I used to love your card, as I travel frequently and your rewards plus no foreign transaction fees is great.
 
I am now cursing the day I picked your card.
 
Your fraud protection is out of control.  I have been flagged many, many times (as you can see from my account), but two times recently it has been more than a simple embarrassment or inconvenience.
 
On April 3rd I had a flight from Portugal to Chicago.  You were aware, as always, that I would be traveling.  I mistakenly misplaced my US passport and had to us my UK one (I'm a dual citizen).  Because of this, I was required to purchase a visa waiver authorization issued by the United States Government called, "ESTA".  The pass is issued immediately and I would have been cleared to travel as soon as it was purchased.  I had to hop on a flight to Madrid for a connection.
 
You declined my card.  Long story short - I had to find other arrangements to pay for the pass and I ended up missing my flight to Chicago and getting stranded in Madrid for a night.  I had to rearrange my travel to fly out the following day, costing me HUNDREDS OF DOLLARS in hotel fees, travel costs, missed work, and added much stress to my life.  I have record of my costs if you would like to see them.
 
I called you and cleared the problem, but it was too late.
 
I forgave you.
 
Today, I'm not so forgiving.  I'm in London (I had told you I would be here, as always) and making arrangements for travel, which is very, very normal for me (please check my purchase history).  I have bookings on hold and arrangements that have time constraints.
 
I again see that my account is suspended.  I call you up via Skype because it's a lot cheaper than my UK mobile phone.  You ask me some security questions (social, dob, what car I own and what job I have).  I answered truthfully and honestly and you tell me I'm wrong.  I'm not wrong, YOU are wrong.
 
Then they tell me I have to call you from a phone that is from an account in my name.  I have an Orange Wireless account in the UK in my name.  It's very, very expensive to call you, but you agree to reimburse me for the call.  I do so, wasting more of my work day.
 
You tell me that this is still not good enough.  
 
You tell me I need to fax you a bunch of documents, including a W2.  I am TRAVELING.  I do not carry a W2 with me and I would like you to find one "normal" person that's traveling that packs their W2.  Also, I'm self employed.  This is ridiculous.  Luckily, I have a very old one scanned in my computer from a mortgage refi.  Now I had to scramble to figure out how to fax you these documents, which I did.  You tell me it will be two full days before I can use my card again.
 
I'm now SCARED to use this card because the odds of it getting flagged and that I will have to go through this will happen again.  Your card has cost me hundreds of dollars in costs, stranded me in a country where I knew no one, and added stress and inconvenience to my life like no other "service" I've ever paid for.  Isn't this the exact opposite of what you advertised to me and what you would want for your customers??
 
I will be searching for another card, as this relationship has turned sour.

This report was posted on Ripoff Report on 05/21/2013 04:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/CapitalOne/internet/CapitalOne-Venture-Card-Fraud-Protection-on-this-card-is-INSANE-PREPARE-TO-BE-TREATED-L-1052539. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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