I've been trying to do a balance transfer from both my account and my wife's account and I'm receiving the following message:

For your security, choose a way to receive a one-time code:
We need to make sure it's really you. For your protection, we’ll send you a 6-digit code to your chosen method. Once sent, the code will be valid for 60 minutes.


The problem is that whenever I enter one of our respective phone numbers, I get an error indicating that the mobile tel. number entered doesn't match and can't be verified.

Before anyone suggests the obvious, I've called Cap One and it proved to be entirely useless. I was basically told that they couldn't help and there's nothing that can be done.

It's not like we have multiple phone numbers; my wife has one mobile number and it hasn't changed in 8 years. I have one mobile number as well. Both are registered to our respective accts.

Can someone offer some insight into what the heck this is about and why this added "security measure" is even required when I'm already logged into the accts? This is obviously a recent and unnecessarily complicated website feature and I'd like to try and find a solution.