Consumer complaint received 2019-02-07
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:
To begin, I've been with Capital One since XX/XX/XXXX with their Platinum introductory credit card. A year and some later, I submitted an application for Capital One 's Quicksilver Card that I was pre-approved for and upon applying on XX/XX/XXXX I was instantly approved for a {$2000.00} credit limit. About a couple hours later, the new card was linked to my Capital One mobile app, but the physical card itself would not arrive until XXXX XXXX ( XX/XX/XXXX ). No issues at this point and a couple days later on the XX/XX/XXXX, I receive an email to send a photo of the front and back of my drivers license for Personal Identification verification. I submitted the 2 photos, they confirmed, and eventually on the XXXX I received the Quicksilver card, but the account for that particular card was removed from my mobile app leaving only my first ( Platinum ) card visibly there. 
I then followed up with a call on XX/XX/XXXX to re-link my Quicksilver Card to my mobile app and they then informed me that the Quicksilver card was flagged for " fraudulent purposes '' without myself even attempting to purchase anything on the card. They said that upon my submission of the initial application for the card, I input the wrong social security number. I was baffled because if this were true from the start, I wouldn't have had my credit ran/dinged upon applying AND let alone given an approval for the card if so. Their customer service rep could not give me a straight answer after I answered and gave all necessary security info to access and see my account. At the end of this first call, they emailed me a " document upload '' link to " unrestrict '' my Quicksilver Card and provide proof of identity. The following were the documents they needed : Personal Identification, Proof of Residency, and Proof of Social Security Number. They sent me this email on the XX/XX/XXXX and I submitted the documents a week later on the XX/XX/XXXX. 
After some waiting and promise of Capital One reaching out to me within 3-business days regarding the status of the Quicksilver card, I was left without an update so I called again. It is now XX/XX/XXXX and I call again to see the current status of my account and they gave me the same excuse to the card being flagged for " fraudulent issues '' and that I need to submit additional documentation to clear this up. The customer rep told me to refer to my email, so I get off the phone and find out they need me to send my Personal Identification photos, front and back, AGAIN. This is the 3rd time I submitted these photos to Capital One with non-working card and a hard inquiry still on my account. 
I then called on XX/XX/XXXX for an update in hopes that maybe this time around my account is no longer restricted, but again, it still is. For this 4th call, the customer representative for Capital One gave me no new info and let me know " They received my documents and verified them, but can not contact those who unlock my account ''. I was offered another call back in the standard 3 business days and it has been just about another week since then, today being the XX/XX/XXXX. 
It has been just under 2 months of me applying for this credit card, getting my credit ran, and not being able to use the Quicksilver card they issued me. 
I'm never one to go out of my way and pursue a complaint, but at this point, Captial One and their reps have not resolved the issue at hand, considering the other credit card I have with them has always been in great standing.

Company response to consumer: Closed with monetary relief