Consumer complaint received 2019-12-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I applied for and received a Credit Card from Walmart. On XX/XX/XXXX, the account was transferred from XXXX XXXX  to Capital One. At that point I also had a Capital One Quicksilver Credit Card. Up to the point the Walmart card was transferred to Capital One, I had not had any problems with either account. But when the Walmart card was moved, Capital One froze the account. When I contacted them to find out why the Walmart account had been frozen, they then froze my Quicksilver card account as well. 

Capital One 's explanation for these accounts being restricted was that there was some type of security issue. They requested that I send a copy of my drivers license front and back. I do not have a smart phone or a digital camera but I sent a copy of the front of my license that I had on my computer. But they said this was not good enough and refuse to unlock my accounts. They will not tell me what this is all about other than to keep saying that they are investigating something to do with fraudulent activity. But both accounts were in good standing and there were no security issues until the Walmart card was transferred to Capital One. Then when I called them about the Walmart Card they locked my other account for no reason. This makes no sense to me and I have not had any issues on either of these accounts or any of my other accounts. 

On XX/XX/XXXX I filed a complaint with the XXXX  in XXXX XXXX, Va. Nine days later on XX/XX/XXXX, Capital One responded with a bunch of gobbledygook about their security breach back in XX/XX/XXXX, even though when I talked to them on the phone they had insisted had nothing to do with what is going on with my accounts. They then offered me free Credit Monitoring Services, which does not resolve the problem of my accounts being locked, and which they should do anyway since they allowed my data to be compromised in the first place. In their letter they stated that they would be " mailing you information about how to enroll in two years of credit monitoring and identity protection with XXXX  credit monitoring service at no cost to you. '' I do not recall ever receiving this mailing. 

On XX/XX/XXXX, I responded to Capital One 's " response '' to my complaint with the following : In order to address and resolve my complaint I require the following : 1. A check in the amount of {$19.00} to resolve the credit on my Walmart card. This is money I am owed.

2. A detailed explanation from Capital One as to what prompted the restriction of my accounts.

3. An alternative way ( other than providing them with copies of my DL including the bar code on the back ) to confirm my identity ( though I really believe that it is ridiculous that that is even still necessary at this point ).

Capital one apparently never responded and on XX/XX/XXXX, I received a notice from the XXXX that my complaint has been closed. 

So in summary, I can not use either my Wal-Mart card or my Capital One Quicksilver credit card.

Capital One refuses to unlock my accounts without me providing them a copy of the front and back of my DL including the proprietary information contained in the bar code strip.

They refuse to tell me what is really going on or what prompted my cards to be restricted in the first place They refuse to cooperate with me in trying to resolve this issue even though their are multiple ways to verify my identity besides sending them a copy of my DL which I don't trust them with at this point anyway.

They also refuse to refund the {$19.00} credit I have on my Walmart Card.

Company response to consumer: Closed with explanation