Consumer complaint received 2019-01-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am having some difficulties obtaining information regarding my 3 Capital One credit cards in " restricted status ''. 

I contacted the Capital One call center on XX/XX/2019 - the offshore representative said she would not obtain any details since it was with the Fraud Department but I was going to need to provide 3 documents for them to review. I was not willing to provide documents without more insight into what was happening or the issue being investigated. I asked to be transferred if a Supervisor but after waiting on hold for over 8 minutes -- I disconnected the call. 

I contacted the Capital One call center on XX/XX/2019 - I was routed through the auto-dialer to the Fraud Department. The representative was polite but unable to give me any detailed information about the status of my accounts. He explained I would need to provide a picture of my Oregon Driver 's License via a secure email link. Upon review, I would receive a phone call advising on the status of my accounts. I received the email, took 4 pictures of my ODL, and attached to the secured link and received a confirmation message indicating the transmission was successful. 

I contacted the Capital One call center on XX/XX/2019 - I was routed through the auto-dialer to the Fraud Department ( XXXX  ). I voiced my frustration about not receiving any status on the review nor a call as indicated by the XX/XX/2019 rep. XXXX advised no documents were received and provided a little more detail into possibilities of someone else attempting to retrieve or access my account. He did not or could not provide specifics. He sent me a new link to provide my documents and waiting on the call with me to confirm receipt. He was not able to confirm receipt since the documents again were not received. He was going to consult another party to confirm if there was a technical issue to explain why my documents were not being received. Then, the call disconnected. 

I can not begin to express to you how perplexing, concerning, and frustrating this has become to me as a long-standing Capital One customer. I may not have thousands of dollars of CC activity each year but I am definitely a customer who pays their bills and is paying monthly interest on my credit cards. I NEED someone to explain to me the specifics of the current restricted status of my accounts. I NEED someone to confirm receipt of my previous 2 submissions. I do not think it is too much to ask especially since it is MY personal information Capital One is requesting and asking me to compile without giving me any details. It is an odd way to do business and definitely lacks transparency. 

I noticed the restricted message on my Capital One mobile app when I was checking the status of my autopay. There has been no verbal or written outreach by Capital One to me to advise or inform about the status of my account either.

Company response to consumer: Closed with non-monetary relief