Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 3rd, 2024 the tracked ***** package that I sent containing sensitive, personal information (e.g., ink fingerprints, date of birth, name, address, etc) was delivered to Capital Live Scan (I have proof of delivery from *****, including the package delivery location and the name of the person who signed for it). I called customer support several times with no answer, then made contact with support via email. I provided the proof of delivery, but they said that they don't have the package and cannot give me any more information. I have also called the location and was told they could not give me any information and that I could only get information by contacting support (which I had already done). Given the nature of the content in the package, I feel that this is unacceptable and I want to know if it is possible that my personal information is in the wrong hands, but the company refuses to give any information about what could have happened here.

  

  Business Response

  Date: 09/11/2024

  Hello,

  I spoke with the applicant via phone and apologized for the misunderstanding and lack of communication. I also compensated her for her out-of-pocket costs ($55.00) and followed up with the below email:

  Good morning, ********,
  
  This email is referencing your lost card conversion and the complaint you filed with the Better Business Bureau. 
  
  First, I would like to apologize for the lack of response and explanation from Capital Live Scan and ****************** Support regarding this critical issue. We do understand the importance of this information and treat it with the upmost security and confidentiality.
  
  Capital Live Scan receives hundreds of card conversions weekly from applicants across the country and rarely has this situation occurred in over 18 years. However, we are human, and errors may occur even with the best tracking systems and intentions. Additionally, August and September are our busy season, and the volume of card conversions was exceptionally large this year, which increases the opportunity for errors.
  
  How the process works for the receipt of these cards to Capital live Scan is that ***** drops off cards daily or multiple times a day, in bundles of card conversions, which are signed for as a batch and not individually. These batches typically include fifty or more cards, and ***** defaults the signer to our Headquarters supervisor.Each card in the batch is individually logged and processed upon receipt by CLS.If the card conversion package does not have all the necessary documentation,we set aside the package and contact the applicant, if we have a contact number,to request the needed information. For your card conversion, we have no record of ever receiving your card. However, it may have been set aside and inadvertently confidentially destroyed with the FED EX packing waste. I have no way of confirming this. But I can assure you that if we received your information and it was destroyed, any documentation that you provided would have been confidentially destroyed.
  
  Again, I offer my sincere apologies for this mishap, and I am offering to provide you with a card conversion at no cost to you. Our clients are our top priority, and I want to ensure that you have confidence in us, and we want to resolve any issues immediately.
  
  Sincerely,
  
  *************************

  Chief Executive Officer

  Capital Live scan

  ************

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.