My husband and I have had a capitalone credit card for many years. We are both retired...

GetHuman2010538's customer service issue with Capital One from January 2019

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The issue in GetHuman2010538's own words
My husband and I have had a capitalone credit card for many years. We are both retired and in October **** we sold our home of ** years in New Hampshire and left to travel the country. As expected, not everything has gone smoothly. In November, I lost my wallet. I called capitalone immediately to report my lost credit card. They asked for the last four numbers of my credit card but since I had lost it I gave them the last * numbers from my husband's card. When connected to a representative I told them numerous times that I needed a new card and my husband needed a new one because I used the last * numbers of his card. So I received my new card within a few days and my husband did not get one. He called and the representative said no one had ordered one for him. He knew that was wrong because he was sitting next to me during my first call. We have changed our mailing address twice since we sold our house. The first address was our granddaughter's house in Palm Bay, FL. We were with her for * months. In early Jan. we left florida and drove to California where our son lives. In addition to the regular stress of travel we also lost our ** year old daughter due to a rare autoimmine disease on nov. **, ****. We bought new phones before we left New Hampshire and apparently We forget to give capitalone our new numbers. We also bought a new computer in Florida because our laptop died. When I tried to log in to capitalone with the new computer I got the message that they detected an unknown computer and needed to send a code to our phone to verify it was really us. That's when things got bad. Our account was restricted and they needed my husband to send a photo of the front and back of his drivers license. He followed the instructions and then we did not hear anything for * weeks. My husband called after the * weeks and we found out that there was a "shadow" in one of the pictures. So, now they want the license photos redone. To resolve this we would like to have customer service from the headquarters in Virginia call us. We do not want to talk with someone in another country with a thick accent. I appreciate that capitalone is so diligent at protecting fraud but there must be some way to prove that the account really belongs to my husband and I.**Charles and Mary Broomhall
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Capital One

Customer service issue
Reported by GetHuman2010538
Jan 26th, 2019 - 3 mons ago
I have an issue with Capital One too
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Seen by 4 customers so far
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GetHuman2010538 started working on this issue
Jan 26th 8:04pm