Consumer complaint received 2020-03-23
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:
( Related to XXXX # XXXX on XX/XX/XXXXwhere COMPLAINTANT applied for Wal-Mart credit card via CapitalOne on XXXX. It made one XXXX  inquiry, then its fraud detection team raised an application fraud alert to require a photo ID. COMPLAINTANT uploaded the Driver 's License to get through that. However, even after verifying the application - XXXX  inquiry and photo ID - CapitalOne had to delegate the process to another department, which led to a follow-up call. COMPLAINTANT understands that it varies from lenders to lenders on how fast decisions are reached after an application is completed, but it is very strange that its employees indicate that another department will get back to the COMPLAINTANT in a few hours when the other department indicates that the process actually takes 7-10 days to process a completed application. ) COMPLAINTANT was on a call with CapitalOne on XXXX at XXXX XXXX  for 49 minutes with XXXX until COMPLAINTANT has disconnected the call. The call was regarding re- enabling XXXX XXXX  - Wallet feature that was last successfully used on XXXX. COMPLAINTANT indicated that, which CapitalOne employee confirmed, the card on file with XXXX XXXX was removed until added back on XXXX. However, the card has repeatedly failed to be added on XXXX  system. CapitalOne asserted that nothing is blocking the card from being added to XXXX and directed fault at XXXX for preferring one credit card over the other by blocking CapitalOnes entry into XXXX  system. ( COMPLAINTANT has other cards on file for XXXX XXXX  ). Interestingly, at XXXX XXXX, CapitalOne has reached out to notify the COMPLAINTANT that the account has been restricted for possible account take-over. It stated ( 1 ) Email change and ( 2 ) Address change attempt as reasons for this restriction. COMPLAINTANT is puzzled as to how CapitalOne then used those excuses to ask for ( a ) Social-Security-Card, ( b ) Bank Statement or Utility Billl with address and ( c ) Photo ID. Because on XXXX at XXXX XXXX, COMPLAINTANT has spoken with CapitalOne employee to correct the name of the city in the billing address but address remains unchanged. CapitalOne onXX/XX/XXXX at XXXX XXXX indicated that there was a concurrent investigation that previous representative XXXX wasnt aware of, that the restriction wasnt a bitter annoyance caused against the COMPLAINTANT for suddenly disconnecting the call. Also during the call at XXXX XXXX on XXXX, XXXX has noticed no issue on COMPLAINTANTs account as well as verifying the mail address on file. In conclusion, there was no basis, sudden surprise or newly discovered knowledge for CapitalOne to restrict the COMPLAINTANTs account, but it was only using those as an excuse to push the COMPLAINTANT to give out more information regarding him. 
On XXXX, ( a ) Photo ID, ( b ) Signed Social Security card, and ( c ) Banking statement were uploaded and verified by CapitalOnes representatives. OnXX/XX/XXXX0 XXXX XXXX, CapitalOne verified bank statement and receipt all requested documents. Then on XXXX, its employees dragged around the process further with false/inconsistent reasons to keep the account frozen/restricted.

Company response to consumer: Closed with non-monetary relief