Consumer complaint received 2020-09-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN
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:
On XX/XX/XXXX Capitol One restricted my accounts stating that there was fraudulent active and requested information would be required to reinstate. That information consisted of a state-issued ID, copy of the front and back of social security card, and utility bill in their name. Those authorized users that I added were my XXXX sons and aunt. I called and spoke with a rep, it was advised that without the requested documents the account would remain restricted. I expressed my concerns with them. 

1. This information was not requested from me to enter the contract with Capital One credit card.

2. As the account holder, I am held responsible for all charges that are made by those I add to my account, their personal information should not be required.

3. XXXX of my sons that were added were under XXXX, do not have utilities in their name as they live at home, and do not have state-issued IDs. Neither of them has jobs nor driver licenses. Two of the three things requested are not available to provide. 
4. They had a security breach in the summer of XXXX I was never notified yet, they are requesting that images of sensitive information be uploaded to their website. 
5. The inconsistencies of their policies. My wife also has an account with them and her account was restricted for the same reason and was able to call and provide verbal details to have her account reinstated. 

When I advised that I was not comfortable providing those details, I ask for them to be removed from the account as authorized users. At that time it was advised that they would not be able to remove them since they were added the requested information is required or the account would remain restricted. After trying to compromise by just removing them or providing the requested information for myself alone. Again, I was told that was also not an option as this is their policy. 
My wife was able to call in and provide verbal details for each of the authorized users to have her account restricted. Also, she and I have been authorized users on a family friend 's card for over 2 years and have never been requested to provide the " required '' information, nor has her account ever been restricted by adding us. 

I received a letter from Capital One on mid-XXXX XXXX, that stated if this issue was not resolved then both of my accounts would be closed. I again, called on XX/XX/XXXX to try to resolve this issue by reexpressing my concerns and to have the authorized users removed from the account. The last rep that I spoke with was XXXX ( rep ID # XXXX ) he stated that they couldn't be removed. At this point, my wife and I were both speaking to him on speakerphone. She stated that she added the same three people to her account on the same date and her account was also restricted. However, she was able to call, speak to a rep, provide the socials, date of birth, and address. Once she gave that information her account was reinstated on XX/XX/XXXX and has been active since. 
XXXX stated he would look over the account and see what he could do. In the background, there was what sounded like a child speaking and an adult voice. I expressed concern regarding the privacy of my financial information and was place on hold for him to research what could be done to resolve this issue. 
Upon his return, he stated that the requested information is still requested as that is the policy. XXXX also advised that my wife 's account was now restricted again as it was reinstated incorrectly. For 10 months her account was unrestricted, they have collected interest from her on a monthly basis and did not suspect fraud on the card at any other time, even when used out of state for the first time. XXXX was not provided identifying information from my wife to access her account only her name. When we ask to speak to a manager he stated that he was as high up that we could speak to and if we wanted to talk to someone else we would have to call back in. I ask for the call ID for this conversation, he stated that they do not have those and that he could provide a case ID # XXXX We explained that we have tried to verbally verify the authorized users, remove them, and provide our information. Again, when I entered the contract with Capital One I became responsible for any and all transactions that were made on these accounts. Capital One did not need this information to open an account and give me access to credit. These accounts being closed will be unjust and their actions are inconsistent and unreasonable and as a result, my credit will be directly affected. Also, even after the accounts were both restricted both were paid down to a zero balance. I have never had a late payment, I have always paid more than the minimum balance and been responsible for my account 's transactions. 

The last four of the account numbers that are being affected are XXXX -QuickSilver and XXXX Quicksilver. case ID # XXXX Thank you for any assistance you can provide and please advise what is the outcome once available. 

XXXX XXXX,

Company response to consumer: Closed with explanation