Consumer complaint received 2017-10-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
A month ago, it was determined that I would be traveling more at my job. We also chose that the best way to pay for expenditures was to use my personal card ( XXXX XXXX ) to take advantage of my travel benefits and later be reimbursed by  my company. To aid in the booking, reconciling, and reimbursement, we added a few people as authorized users to my account that worked with me in various parts of the country. I was told that I was allowed to do this, and Customer Service also confirmed these people did not have to be living with me or related to me. Later, I have found this to not be the case ; adding people to my account caused my account to be shut down, and I am outraged. 

My account was restricted, and I was asked to provide the social security card and drivers license of all the people that I added. I started sending photos of these documents as I received them from people ; they did not all come at the same time because these people are not all in one place. Before I could even collect all the documents, someone called me and told me my account was being closed. I called in to find out why, and I was accused of altering a document. I am completely disgusted by this ; what incentive do I have to waste time altering a document??? Then, I was told that Capital One needed me to send the originals and not photos of the documents. ARE YOU SERIOUS? I am supposed to ask my colleagues to send in their drivers license and social security card for something they didnt really asked to be sucked into? I asked that they just remove all the authorized users and forget it, but they then told me that they couldnt because there were fraudulent charges on the account that needed to be reviewed but they had to verify all identities before they could proceed. I forced the issue and made them admit to me that that was a lie, and they confirmed that they considered my adding an authorized user fraud. So, I was lied to by a service professional? And accused of fraudulent behavior? I can not believe that Capital One chooses to operate this way. 

They finally told me to start over and that they would consider it if I was able to obtain all the documents. However, now my colleagues are uncomfortable providing the information, and I have been asked by my company not to ask them for any additional information. So, thank you Capital One for getting me into to trouble at work as well. So, I am now stuck with a restricted account and concerned colleagues due to something I was told by Capital One that I was allowed to do. 

I am not just a credit card customer with 2 accounts ; I also have bank accounts, custodial accounts, an IRA, and an investment account with Capital One. I am not one of the wealthiest customers, but I do have enough money to cover my accounts. I have a very respectable credit profile, and at every other financial institution I am highly valued. I have kept my accounts in good standing since they were opened, and I can not for the life of me figure out why Capital One would treat me this way. AND, I ESPECIALLY do not like being accused of fraud. 

Adding an authorized user has not in any way affected my ability to pay my account. And if there is something wrong with one of the people that I work with, Capital One should tell me so that I am aware.

Company response to consumer: Closed with explanation