Consumer complaint received 2019-11-22
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:
I applied for and was approved for a capital 1 quicksilver card which I received on XX/XX/XXXX. I used the card a few times over the next couple days then it stopped working. So I called to find out what the deal was and was informed my account had been restricted for suspected fraud. I was told I had to upload a picture of the front and back of my Drivers license to confirm my identity. I did so on their supposedly secure link then thought it was taken care of. The next day I call to see why my account is still frozen and they say they need pictures of my social security card and 2 proofs of address. Even though I think this is absolutely absurd, I comply because I had gotten this card to make a balance transfer and it wouldve been helpful if I had been able to do so. A few days later I call again to see why they still had my account restricted and was told they had received my documents and they have 14 days to complete their investigation and decide the outcome so dont call them again just wait to hear from them with their decision. 2 weeks passes and I've heard nothing, still have my account restricted but havent even attempted to contact me once through this all. I chat with a customer service rep online who was actually nice and trying to be helpful, he gave me a number to call and said they could clear it right up. I waited about week before I mustered up the patience to deal with them again then called on XX/XX/20 to once again find out what the problem was. I was told they needed a picture of the back of my drivers license, which I had already sent them the very 1st interaction I had. I told them I already did that but proceeded to take as many pictures of my drivers license as I could fit in the file from various distances and angles so there was no way they could claim not to have gotten 1. I received a call today that they were finally lifting the restriction on my account. I used the card at an atm with my pin # to withdraw {$200.00} then tried to use the card maybe an hour later and it's no longer working. I have a XXXX   balance, {$8000.00} limit, {$2400.00} cash advance limit so I'm not maxed out with no available credit. So I call the fraud department to see what their problem is and give the guy my SSN to look up my account. He then says he needs my full name, so I give it to him. Next he wants the last 4 of my SSN. I said " i just XXXX XXXX XXXX XXXX XXXX gave you my whole SSN! '' Then he wants my birthday instead, so I tell him. He says he has to put me on hold while he looks up my account to see what's going on then leaves me there for 20 minutes until I somehow get disconnected. I could've gotten a credit card from any other company that I could've actually used for the balance transfer I got the thing for in the first place or not gotten 1 and saved myself the inquiry and not made the purchases I made after being approved for the card thinking I was going to be able to use it to transfer the balance of said purchases to with a 0.0 % intro apr rate. Now I'm stuck with no credit card, a hard inquiry for nothing, {$8000.00} less in available credit which combined with the recent hard inquiry got me denied for the other credit card I was considering. I applied during all this hoping to get a new card and just cancel the one with capital one. Now I'm in a crappy position thanks to their fraud departments fraudulent practices. Pretty sure they're doing something illegal with all this info they need everybody to give them repeatedly.

Company response to consumer: Closed with explanation