Consumer complaint received 2023-08-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit 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:
I am writing this complaint to inform you about my issues with capital one bank and my account. I applied to capital one bank in the month of XXXX and I was granted a credit line of {$1000.00}. I also added my daughter as an authorized user to to my account. We hadnt had the account, but for maybe three or four weeks when my daughter attempted to make a payment to keep the account in good standing all of a sudden the account was frozen, we could not use the account we could not access our information online. They shut us out of every aspect of understanding what was going on, we called I typically have my daughter do the talking because I am a XXXX  citizen and its difficult for me to understand some of the technical terms and words and processes. They dont seem to like that very much so I dont get very far. However, they asked for several documents to verify that I am who I say I am, we said to them fair enough and so we sent them everything they asked and then after sending them everything they asked they wanted more documents. We sent them bank account statements we sent them paycheck statements we sent them communications with the bank account that my daughter try to make a payment with. She literally printed out the communication she had with that bank at capital ones request. We gave them a picture of our front and back drivers license. They wanted a copy of my Social Security card so my daughter had to order another Social Security card when she got it 10 days later she uploaded that card and they said they couldnt verify if it was accurate enough. To add insult to injury they have the nerve to charge us our monthly payment when we can not even access the account to see what we owe, where, and why. I literally have zero access. It almost became comical how blatantly rude they are as their customers and as consumers we felt as though we had no idea what to do. Theyre holding the card hostage, but I cant do anything else about it. To make matters worse, they have done something in regards to my credit in general as far as perhaps the bureaus go because any time I have a plied for credit after that event, I have had very difficult time getting credit now. Creditors have started treating me with suspicion and requesting our verifications and wanting to speak to me constantly Ive never had to go through this before never. I finally got a credit card with XXXX. I activated the card and I went to use the card and couldnt use it. I contacted XXXX  and said I cant use the card. Somethings wrong. They said we put your card on restriction. We need to speak to you again. I said you spoke to me after I applied for the card what do you want to speak to me now for how embarrassing to get to the front of a line in a store and find out that my card has been shut off before Ive even used it, this is the way it has been going for me now ever since dealing with capital one this cant be right as a consumer, this is extremely unfair to put me in a light as though I am someone to be cautious about. I dont appreciate this and I want something done about it. Capital one has ruined things for me and they still will not release the card or cut it off. I told them if you dont want to release the restriction shut the car down, but no theyre just over there holding onto it. Ive talk to representative after representative different times of the day and I get absolutely nowhere. How is this OK and from what Ive her capital one is very notorious for this. This needs to be addressed because I cant be the only consumer who has felt punished by this so-called credit agency which has affected me being able to have good standing with other companies.

Company response to consumer: Closed with explanation