Capital One - Failed ID check

Glennn

Hi,

Have a bit of a situation with them at the moment :mad:. Payments wise everything is fine, min goes out by direct debit and is up to date.

But....... I have moved address 3 times in just over year, in this time I have forgotton any previous phone numbers and forgotten my online login details. I rang up to query my details as per the website but managed to fail the identity check!! I had to give my phone number, post code and credit limit all of which I was not 100%. I gave all my old post codes and said the credit limit was about £1k (may be £100 off max) but can't remember any phone numbers.

The lady on the other end couldn't tell me what I had failed on just that I had failed.... Also she wasn't much help with what I now need to do, she just kept suggesting I find an old statement which I don't keep and now get online anyway... After explaining this she just kept repeating herself :mad:


What do you think the best course of action is? Write to them? What could I put in a letter that I can't do over the phone? It is not a major issue as far as payments go as the direct debit is setup but I am paying all my debts off at the moment and this one will be coming up in the next month or two but at the moment I don't know the exact balance to pay.

salau2

Telephone them back and ask them to send the online login details to your current address. I assume that this is the address registered on the account? This should allow you access to your account. Then you may be able to see the information they have on the system under details? Not sure as I don't have a capital one account. You may also request all the information they hold about you and highlight you want previous addresses and telephone numbers (together with a fee -£10) under the Data Protection Act. This should show the old number and addresses. You would need to do this in writing and the information would be sent to the current registered address.

Glennn

Can't send it to my current address as it isn't the address they have on file....

Sending the £10 may be the best option, do I need to send copy of my ID? Driving licence for example?

Another option is actually going to the office in Nottingham but I doubt they will see me or do anything.

cse

Do you at least know your online username? If so there's a 'forgot your password' link that should get you back into the online system... from there you can confirm your credit limit and update your address if necessary

Alternatively, try ringing them back - with a bit of luck they might ask different ID verification questions