Consumer complaint received 2022-07-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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:
In the first part of XX/XX/XXXX, my two credit cards, ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Union Plus ), were blocking payment for an order based on " insufficient funds ''. Both are unfortunately administered under Capital One. To release these for payment of on-line purchase, Capital One was demanding an upload of my Driver 's license, which I was unable to do. Frustrated, I called the local business and explained the problem. They immediately assisted me to complete the transaction, after which I did not encounter a problem until now, three months later! I also had contacted the XXXX XXXX explaining the problem and was told there were conflicting expiration dates between the card and that on the order. Correcting this solved the problem in using the Card, however, did not apparently solve the problem for Capitol One. By blocking my cards under the guise of possible fraud they prevented me from using the cards for a while, however, no problem after correcting the date, until XXXX. They were misrepresenting the reason for blockage. Furthermore, there have not been any complaints of misuse of my card for 2 years or more, preceding this event. 

Now in XXXX they did it again. Blocked both cards under the guise of insufficient funds and blocked my purchases, one of which was a XXXX  order for groceries. I am XXXX, XXXX  and taking care of XXXX XXXX  children, for which I need groceries. I generally do XXXX  pickup and have never not paid my bills. I offered to read the fraud dept. the numbers on my Driver 's License, so they would have the information they wanted and that was not good enough. Claimed they needed to identify me and needed me to upload my Driver 's License. Have made several attempts to do so and was unable to. I told them if I had stolen someone's purse, I would also have taken the Driver 's License so that made their demand ridiculous. 

My purchases have now been delayed by one week or more. At this point I am done and seriously looking into getting a new card, that is not administered by Capitol One. Meaning another delay of two weeks. This is total XXXX  on the part of Capitol One and slanderous when identifying such blockage as due to " insufficient funds. They would be unable to provide one instance where a legitimate charge/bill was not paid by me, and no fraud complaint has been filed. 

I have had the Union Plus Card since XXXX, without a problem until Capitol One started to manage the card and have had the XXXX XXXX XXXX XXXX card for several years. I will soon be XXXX  years of age and am in complete control of my brain, not XXXX. They either release both cards immediately or they will lose a long-time customer. I am not going to invest thousands of dollars into new tech equipment & take lessons so I can use their cards. The premise for their demand is not honest, nor does their reason for such make sense, as I could have stolen the driver 's license. So, what is really going on here?

Company response to consumer: Closed with explanation