Consumer complaint received 2021-12-06
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:
XX/XX/2021 I called in to see why a bill payment would not go through and was immediately transferred to the fraud department. 

The respondent on the phone was unwilling to provide me ANY information. 

I noticed both of my credit card accounts with Capital One were frozen. 

The agent spoke to me in an accusatory manner and was unwilling to release any information, telling me I would receive a call back in 3 days. 

XX/XX/2021 I received a call from a supposed case XXXX assigned to my case. 

I requested a supervisor from the case XXXX assigned, and I'm pretty sure I was toyed with as they provided me another associate named XXXX in place of a XXXX 

Neither the initial female who spoke to me on the phone nor XXXX were willing to provide me a reason as to WHY my accounts were frozen, or WHY this sensitive information was being requested. 

I requested they send me the portal link to my email address on file, and they said NO. 

They said that I must supply them an email address where they will send the upload portal to. 

I noted I WAS CONCERNED ABOUT FRAUD and my safety, asking they send the portal to the email they have on file for me. 

They were UNWILLING, forcing ME to provide THEM with an email address where they would then request my very personal info. 

I was provided a portal to upload my driver license front and back, social security card front and back, and proof of residence ( the card in question is a business card, why did a proof of residence need to be provided? ). 

I voiced my concern in providing such personal details, pleaded to be provided a reason for WHY, and was told " all will be explained to you after these documents are received ''. 

I said that as a result of this treatment, I want to CLOSE MY ACCOUNTS. 

I asked whether there would be any consequence to simply closing my accounts as opposed to providing this personal information, and WAS NOT PROVIDED AN ANSWER! " I don't know '' I clearly stated that I have no interest doing business with this company moving forward, and would rather close the accounts. 

I asked if this would have any negative consequences, to which the " supervisor '' on the phone told me they " don't know ''. 

I requested someone that DOES know, and was told NO, I must supply the documents. 

Against my better judgment and concern for providing such personal information without a reason WHY, I uploaded photos of everything requested. 

XX/XX/2021 I receive a call from the assigned case XXXX, telling me that the photos I provided were insufficient. 

She complained that all information was present on two photos and the requested XXXX bill, and that I must upload an individual photo for each document. 

I explained the photos are high resolution and all information is visible. 

The case XXXX was again EXTREMELY blase and rude to me. " We are NOT going to cut this photo up and you're going upload the documents again ''. 

Disgusting and unwarranted, and especially so when put in context. 

I conceded, and proceeded to upload all documents, individually, into a new portal link. 

I was told that my case XXXX already spoke to XXXX and that next, I must have the owner of the building to which the bill was addressed present on the phone with me to clear this freeze. ( what??? ) I explained the property is owned by an XXXX, and was told no, they want the INDIVIDUAL who owns the property. 

Why is the property owner related to the freeze? They would not answer. 

XX/XX/2021 I call in with the owner of the property in question as requested, ready to clear up this freeze. 

I speak to a kind agent near XXXX, who vindicates that she would also be upset if she were in my position. 

I am told that my account does not require the owner of the XXXX present, and that I was provided the WRONG INFORMATION BY MY CASE XXXX. 

I am then told that Capital One requires reaching out to XXXX on the phone to confirm the bill as legitimate. 

I request we call them right then and there, in order to CLEAR THIS UP. 

The agent on the line calls XXXX, and then patches me into the line. 

I provide all requested information to XXXX to prove the validity of the bill. 

The agent thanks me, tells me nothing else is required to unfreeze the account, and says that now I must wait for the account to be unfrozen within the next 3 days at most. 

XX/XX/XXXX I call in, inquiring why my account is still frozen. I speak to an agent XXXX, XXXX # XXXX, who is unable to provide me any information as to why my account is still frozen. 

I request a supervisor, but am told no supervisor is currently available. 

I am told I have to simply wait for a call back.

Company response to consumer: Closed with explanation