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CB Banks Capital One Complaints #2-21
Capital One

Capital One review: 360 checking account

T
Author of the review
12:39 pm UTC
Verified customer The reviewer confirmed their account using Google. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

I was a Capital One client for many years in the past, having held numerous Capital One credit cards from the early 2000's thru approximately 2017 or 2018 when I closed the last of them. Just this past week, I tried to apply online for a 360 checking account but have come to the conclusion that I cannot open a new account with Capital One because their AI simply is not advanced enough to verify me as I prior customer. I tried to give Capital One my current phone number that i've held the past few years with zero issues. When I entered my new number for the AI to verify me in, it didn't like my number so I was directed to call in. I just got off the phone with an agent who was able to locate one of my old accounts, she was not allowed or at least restricted to the point where she was limited to sending me a link to capture a photo of the front and back of my id, I was then to take a selfie. Unfortunately I could not capture a picture good enough for Capital One to accept, although the pics I took and submitted could be legibly read all the way down to the smallest characters on my id. After 4 attempts, it seems the agent lost patience and went the next item on her vierification list, which was essentially to apologize and tell e she was sorry she could not verify me. Capital One has technology that is serilously lagging behind the industry standard when one can't manage to take a picture of his id and submit it. What is even more frustrating, once a valuable customer for almost 2 decades with Capital One, is the fact that their standard operating procedures have no work around for this verification. There was no option to verify through a 3rd party such as Id.me. It goes to show you that no client is valuable to this company, if they are willing to let a potential long term business relationship go by the wayside and not offer some type of work around how pathetic their business practices are. Having worked at a competitor of Capital One for years, I can say my bank would never have let a potential customer walk away from the bank due to a verification issue. I wasn't even offered the chance to send in notarized copies of my state id. I would be embarrassed, as the agent was when she realized she couldn't help me. So off to Wells Fargo, Bank of America, or Chase I go, simply because my business isn't valued at Capital One. You may be saving millions with AI but it has gaps and blind spots many businesses neglect to acknowledge.

Desired outcome: I would love for Capital One to reach out to me with a workaround for this situation and offer me a means to prove my identity, one their flawed system could handle and evaluate, rather than just letting business walk away!

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  1. Capital One Contacts

  2. Capital One phone numbers
    +1 (800) 481-3239
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    20%
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    USA and Canada
    +1 (877) 383-4802
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    General Customer Service
    +1 (800) 227-4825
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    Credit Card Accounts
    +1 (800) 867-0904
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    Small Business Banking Products
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    Capital One Bank Products
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    Capital One 360 Products
    +1 (800) 946-0332
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    Auto Financing
    +1 (877) 464-2151
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    Home Loans
    +1 (866) 435-6299
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    Home Equity
    +1 (800) 926-1000
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    Personal Loan
    +1 (855) 780-5047
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    Investing Products
    +44 800 952 5267
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    +44 344 481 4814
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    Capital One Recruiting
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  3. Capital One emails
  4. Capital One address
    15000 Capital One Dr., Richmond, Virginia, VA23238, United States
  5. Capital One social media
  6. Laura
    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 18, 2026
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Capital One is ranked 6 among 353 companies in the Banks category
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