Consumer complaint received 2023-11-02
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:
My husband and I have a cc with capital one ending in XXXX. It was opened in XX/XX/XXXX with a small availability, which was fine by us. In the month of XXXX, I made more than 1 payment on it as we would use it, then a few days later, pay it off in full as a cash-back program through Capital One. A few days before XX/XX/XXXX, I paid it off again at {$410.00} and noticed the account had a restricted status even after the payment was posted. I called, and they informed me that the account was in that status due to suspicion of fraud for the amount of payments for the month each time paying it off. They would need to speak with our financial institutions to verify that we had ownership of the bank account payments from Capital One. The rep at Capital One called XXXX XXXX first, and I verified with XXXX, and it was fine per the rep at Capital One. We then called XXXXXXXX XXXX, and the Capital One rep came back on the line saying the wait time exceeded their allowed hold time of 10 min, and I would need to send them 60 days of statements with my name and account # on it. She emailed me a secure link, and while on the phone with her, I downloaded XXXX statements from XXXX and submitted them ; she confirmed they got them and it would take 3-10 business days. 

XXXX aprox : Capital One called and informed me they had the documents and that they were being denied due to the statement did not have the savings account # on it, but it did have the last 4 digits, my name and address and history showing payments to Capital One. I would need to send them a voided check or go to my bank and have them do a savings account only statement with the full account # showing. I up loaded a voided check same day on the secure link XX/XX/XXXX approx : Capital One called and said they got the voided check, which was being declined due to still needing the savings account # ending in XXXX. I informed them that we had done all they asked for, and there was no reason for Capital One to need our full savings account # for anything when transactions, name, and address all match. 

XX/XX/XXXX I sent them a letter through the secure link along with statements highlighting all the information and that savings and checking transactions are all on XXXX statement. Capital One would not respond to my letter or documents supplied on XX/XX/XXXX. 

XX/XX/XXXX : I contacted XXXXXXXX XXXX  and spoke with a rep there, and they also transferred me to their fraud dept after I told them our story with Capital One as they had concerns about Capital One doing suspicious searching and activity on the credit card account and our banking information. They informed me that they were not comfortable supplying Capital One our full savings account # and that I could come in and get a letter that may help, but it would not have the full account # and that what Capital One was doing was illegal and they would not be assisting with it. I thanked her and agreed and was not upset at all with their decision. 
I called Capital One later that afternoon and spoke to XXXX in the fraud department as that is where I am automatically transferred to when I call in about this account and informed him that I had zero response from them on the XX/XX/XXXX information I sent and also as to what XXXXXXXX XXXX had informed me of. He started laughing and said that what they are doing is not wrong that they felt that with the number of times a PAYMENT was made on the credit card it was fraud and had to verify the ownership of the checking and savings accounts. It has nothing to do with charges ; this has to do with payments only. I did tell him we were seeking legal counsel and I also informed him I have emailed my State representative and also contacted XXXX XXXX. That all the conversations we have had with Capital One are on a recorded line as Capital One states each time you call in. He then got agitated and said " If YOU are recording this I am hanging up, Capital One can not speak to anyone on a recorded line ''. I told him that is not what I said and I referenced the above again. He then responded, " Oh yeah, thats right we do that ''. XXXX then told me they are not doing anything wrong, I can address this with who ever we want and that the only way it will change is when we send them a document with our full savings account number on it and they review it. I told him that I would not be discussing this anymore with them and would move forward with this legally and federally.

Company response to consumer: Closed with explanation