Consumer complaint received 2021-09-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
1. I attempted to pay a legitimate invoice XXXX XXXX XXXX, XXXX. 
Capital One falsely flagged the transaction as fraud. It was not. 
Capital One texted me and asked if I made the transaction. I replied that the transaction was legitimate. Capital One instructed me to try again. 

2. I re-attempted to pay the software invoice as instructed. For a second time Capital One falsely flagged the transaction as fraud. Again it was not. Capital One asked a series of questions to remove the fraud hold. I answered the security question via email & web. 

" About your XXXX XXXX XXXX credit card ending in XXXX We recently detected suspicious activity on your account and restricted it from making any transactions to protect you. 

Please call us as soon as you can at the number on the back of your card or at XXXX ( XXXX ), so we can clear things up for you right away. 

Re : Case Number REDACTED I was instructed to re-attempt the transaction. 

3. I reattempted the transaction as instructed after the fraud hold was supposedly lifted for the 2nd time. The transaction was again erroneously flagged as fraud. It was not. I was instructed to call Capital One to remove the fraud hold. I called Capital One, I verified my identity and also created and uploaded a digital copy of my California Driver License. Again I was told the fraud hold had been lifted. While still on the phone, I was instructed to re-attempt the transaction. 

4. While on the phone I re-attempt to pay the invoice. For a FORTH time. the card was restricted due to a false-positive fraud prevention. The card was locked and Capital One demanded i produce and upload a digital copy of my social security card and a few other documents. 

Capital has a very poor record of protecting consumers credit information as reported by XXXX XXXX, Attorney, Division of Consumer and Business Education The Capital One data breach : Time to check your credit report XXXX XXXX XXXX Also, XXXX issued a case study of the breach concluding, " 2. Final considerations The study of the Capital One incident showed that the company failed to implement proper security controls. It also demonstrated that the NIST Framework would have been sufficient to mitigate the incident, if there were enough compliance controls in place to identify the unauthorized access and data exfiltration during the entire chain of events. 

Capital One is not to be trusted with my Social Security card. 

A Case Study of the Capital One Data Breach XXXX XXXX XXXX On XX/XX/2021 XXXX Fraud department rep. XXXX aka XXXX refused issue XXXX Rewards Miles credit and my access was restricted. 
In order close Capital One is forcing the user to forfeit the reward miles balance and refusing to redeem them. 

The call was recorded and confirmed by XXXX. 

XXXX XXXX XXXX XXXX Credit Card and Line of Credit Capital One Attn : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX

Company response to consumer: Closed with explanation