My story starts with a card we had issued in our nanny's name. She went to buy a gift for my wife while I was at work. This was denied, they then called my wife at work but told her they could not resolve the issue, and she suggested I call the company. I did this from work on my cell phone, and was told I would have to go home to fix this problem, Calling from my home phone line as listed in their system. I tried to prove my identity on the phone, but the first question they asked was what month and year my card was issued. I was then told I could fax in copies of identification from work, including my latest utility bill. When I asked the agent if he kept his utility bills at work, no response. Ultimately, I did go home and called, and was told this as well was not good enough. Finally, I was directed to go to the bank and call from there to prove my identity.
I have now taken time out of my weekend to go and do that. It took the agent at the bank 15 minutes on the phone, For transfers to different departments, and multiple verifications of my photo ID to resolve this issue.
This is ridiculous. I applaud any financial institution in their eagerness to protect customers from identity theft, but when the rightful owner is not able to prove his own identity on the phone, There is some sort of problem. None of the security questions I have entered and answered online or if any benefit.
If I had been out of the country, I would've been completely screwed. When I asked to speak to managers during this process and my multiple phone calls, I had no additional assistance.
To me this is incredibly poor customer service and I will never deal with them again. I have dealt with identity issues with other credit cards and have never found it to be this cumbersome.
Product or Service Mentioned: Capital One Credit Card.