Can't get into account or pay bill except through mobile phone, which is expensive and undesirable

GetHuman2993605's customer service issue with Capital One from May 2019

Help with my Capital One issue
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The issue in GetHuman2993605's own words
I was trying to get access to my account through my computer, as I always have done. I've spoken with one rep, who said that he'd get people with more expertise to help me, but the person at the phone number I was given in a follow-up message just said the same thing as the other one, that I would have to download and app to my mobile phone when I got home from abroad and then use the mobile ph... ... I have always been able to log into my Capital One account from my computer when I am abroad (to check on transactions, pay my bill). I sometimes am away at a time when my bill is due also. Now, I am being kept from logging in because the only phone number they have with which to do the double check for security is my landline in the US, and even if they had my mobile number, it would be for the US sim, not the one for the country where I'd be when I tried to log in. I have spoken to customer service, and they want me to download an app for my mobile phone, so I can get access to my account from the phone. But using the phone just to get access to my account or to pay my bill is expensive, while going through the browser on the computer costs nothing. And I don't wish to pay my bill over the phone, either. When Capital One had the travel notification feature, all was easy. This new way of dealing with things is disgraceful. Why should I have to use my phone for this? It will be a big problem for my daughter and son-in-law, too. They sometimes are away from home a year or more, and they, too, need access to their accounts when they are far from home. Is there some way, apart from paying large sums for using a mobile phone (and I use different SIMs for different countries) or changing to a different credit card company to work this out? I have dealt with Capital One for years and appreciate their concern with tight security, but putting this burden on their customers who travel or live abroad is disgraceful. A user ID and password should be enough to allow a person to log into the account, as always.
I should not have to use my mobile phone (expensive) to deal with my Capital One account when I'm abroad* I don't want to pay my bill by phone or by mail* this is a great inconvenience and expense to people who spend more than a short time abroad (and use more than one SIM)* and the old way of dealing with our accounts worked well. We got alert messages if there was any suspicious activity on the account, but if Capital One knew that we were not at home for a specific period of time, or even lived abroad and had a US account, our accounts were secure. It is my account* I should be able to use it and get acceutss to the records, pay the bills online without having to use my mobile phone (expensive) or pay my bill by phoning Capital One. I don't even know whether I would be able to use the phone abroad with a different SIM. The peopIe I spoke to said that I could, but I'm not sure that, being on the lower levels of tech support, they even understood what I was talking about, and since I don't have another phone number when I'm abroad, the conversation had to be conducted either by mobile phone (expensive!) or Skype Credit, which can make our hearing each other difficult. I am very disturbed that I must go to trouble and expense to manage my account, when before, Capital One could know that I was abroad, where I was and for how long. This new way of doing things is truly stupid. So long as I was able to log into my account, I was able to make sure that the transactions listed were made by me. Now that I can't do that, except at my expense (checking by mobile phone), that is no longer an option for me.
Reinstate the old policy of customers notifying them about details of trips abroad or find some other way for me to do on a computer the same things as she could do before: checking the account with user ID and password. That is, the same thing I do when I'm at home.
I've been a customer for many years and always pay my bills in full. On a couple of occasions, I was a day or so late, but I paid the interest and my account was still considered good. I have always told Capital One when I am going away, where I'll be and for how long, so if there was a transaction that was made when I was abroad, they knew that it is legitimate unless I told them otherwise.
This seems to be a policy that is fixed in stone now. I tried downloading the mobile app when I spoke with the first customer rep, but I couldn't find it at the App Store. I don't want to use my mobile phone for all my use of the Capital One account when I'm abroad, anyway.
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Capital One

credit card
Customer service issue
Reported by GetHuman2993605
May 28th, 2019 - 3 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 7351 others
0 customers following this


GetHuman2993605 started working on this issue
May 28th, 2019 6:36pm