Consumer complaint received 2023-03-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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:
I made a payment to capital one. I have a minimal {$300.00} limit, They FROZE my card due to " fraud " this is also not the only time this has happened. There was NO FRAUD on this account and I proved it. This happened in XXXX or XXXX and I spent 4 hours trying to fix it but did not make a large complaint then trying to be a good consumer. I called on XXXX when I noticed I couldn't use my credit card even though I have available credit of {$45.00} I couldn't use it, I needed to buy gas to get around and run errands. I spoke to an agent at XXXX XXXX and they said I needed to call back after they already had me on hold for 15 mins I said I understand and was annoyed but figured I could call later. I called capital one around XXXX XXXX and got transferred to the fraud department were they didn't tell me why just said I needed to " verify the accounts on file " I verified the payments made and then was told we need to call each bank ( 3 banks on file I use to make payments.that is my right as a consumer ) to verify I own the bank accounts even though one of them was with capital one them selves. I sat on the phone for a 1 hour and 15 min with the rep and when asked for a manager I was told that I needed to do the process all over again. The bank information they were trying to verify was clearly me, but I am still on the phone with them for 2 hours and 45 mins. Then the manager told me I had to call the bank with them all over again, we did with capital one first, the first rep hung up on me the second was fine, we then tried to call the second bank ( XXXX XXXX ) and she wouldn't call them because I said I could three way the call because Capital one couldn't three way the call, they had no reason why maybe tech issues no clue no reason given, but that's a lie because the rep prior DID ALLOW me to three the calls from my line- all calls are recorded so I have proof she allowed it, MISS LEADING INFORMATION, when we got to the last verification is was on a XXXX XXXX card and there are no reps to call on XXXX XXXX so the rep had me download docs for 30 mins. I want a refund for my time spent on the phone for almost 3 hours as well as then to pay for my calls per min 180 mins I have spent on, minimum. XXXX cents per min on XXXX x 180 mins I want sent to me ... ...... When I asked the manager to release my available credit she started to say no until I yelled. My blood pressure was up XXXX talking to these reps I had to sit down, I also want to be reimbursed for them misleading information one rep telling me yes and one telling me no, also I want to be reimbursed for the fact that they keep assuming and accusing me of fraud, I would and have never been fraudulent. At the end of the call at XXXX she finally said ( manager name XXXX ) she will clear the available credit XXXX XXXX XXXX was the customer line. I was given misleading information and treated like a criminal. I would like to be reimbursed for the illegal actions they did today. FINAL TIME WAS 2 hour and 45 min. Laws Broken - fairness and transparency, misleading info, uddapp, illegally stating I was fraud.

Company response to consumer: Closed with explanation