Is this a normal experience with CapitalOne?

Hi all, new credit card user. Applied for Platinum card and was accepted. Eagerly waited for my new card for about two weeks. No sign of it, okay weird. Call customer service “yeah we can send you a new one just have to verify your phone number”… the phone number associated with my account isn’t valid? Ok weird. So they send me an email and I submit my photo ID. they call my mother for some reason??? Just to tell her the photo was blurry. Okay, weird that they’re calling my mother and not me but I resubmit the photo and ask them why they called my mother and not me when my phone number is on my account and verified. “We use public information to contact our customers.” Okay, weird. Tell them that isn’t my phone number nor the number associated with my account. “Ok we’ll make a note of that.” 8 hours later they my mother again, just to tell me they received my photo and will continue with the verification. So now for some reason, my mother has to play this middleman between me and capitalone and I have no clue how to fix that.