Online Banking Woes

I’ve been using Capital One 360 for over a year now and have had little complaint. Then it all sort of snowballed and it took me way too much time to get everything back on track. All’s well that ends well, I suppose.

First, I foolishly tried to log on to check my balance using the satellite internet rather than the one I had previously used. The site said that something was “different” about this log-in and I would need to get a code sent to my phone number to log in.

Well, the phone number I set up the online banking account with was no longer in service. My phone had given up the ghost a few months before and I had purchased a new phone. So I tried to update that information only to be informed that there was something wrong with the information and that I should call Capital One.

So I did. I explained my situation. Customer service was very understanding however they needed to verify that I was me. Could I please send them a picture of some official identification? A passport would do. Well, I had to search out my passport and that took some time. Then I followed the instructions and took a picture and uploaded it to the site. It was rejected. I did it again. Another rejection. A third time locked me out of the system and I had to call Capital One again.

This time the customer service representative could see my photos as I uploaded them. The system rejected them again. I think what the system wanted was a scanned version rather than a photo of my passport. Only I didn’t have a scanner on hand.

Anyway, I got transferred around to supervisor then manager then whoever was over them. Finally, this person opted to verify my identity by having me input my PIN number. So now, they could confirm that I was me.  

I wanted to change my phone number to my new cell phone number in order to receive the text messages and codes and whatnot. However, the company did not allow phones that were registered outside of the US. How long would it take me to get a phone registered in the US? I told them I would call back.

I then set about looking at options. I finally decided on Skype online phone number setup which rents me a phone number registered to any place in the US for $6.50 USD per month. I choose Tennessee. I paid the first month, got my new number, and called Capital One again.

After being verified as me, I was able to update the phone number contact information. Whew! So I signed on to my account online again. When I received the prompt for the secret, secret code to be entered, I choose the option to have the automated system call the number rather than sending a text. The call rang through via Skype on my computer and I got the code.

I thought I was in the clear until I went to HBSC to withdraw my pay from their ATM machine. Unaccountably, the machine didn’t give me any money but deducted it from my account. I totally freaked out! I marched my fanny into the bank and stood in line to see a teller who told me to see someone there in the desk section. So I waited there. The internet was down, which is probably what caused the glitch at the ATM machine, so I waited again.

Finally, the clerk asked for my identification which she entered into the computer. Of course, I’m not an HBSC client, I was just using the ATM machine, so she said she could do nothing for me. What!!!! She implied I had a hold on my account which is why the money wasn’t dispersed because of course, the ATM machine was just fine.

I came back home and called Capital One again to ask about this “hold” on my account. I explained that I had attempted to withdraw money but hadn’t received it. Again, customer service was very helpful. There was no hold on my account. The system showed the ATM transaction. I would be credited these funds temporarily while they investigated the matter. I should have access to these funds in 24 hours.

I did. I went to Santander to withdraw the funds, vowing never to return to HBSC. About 6 weeks later, I received a notification that the temporarily deposited funds were now released permanently since the investigation had been concluded satisfactorily. Thank goodness!

So despite the hassle of the US phone number requirement that I had to creatively work around, I still am pleased with my Capital One 360 account.