Consumer complaint received 2017-05-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE
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:
BASIC INFO : Credit Card Co : Capital One Credit Card Type : Secured Card Credit Card & Account Number : XXXX XXXX XXXX XXXX What is this complaint about? <P/>1. Have been using the card since XXXX 2016 ( 8 months ), and paying balance on-time. <P/>2. Problem : a ) In XXXX, I used the card to make a car purchase dowmn payment. When came time to pay, or access to online account was denied, under the premise of a fraud, when there is no fraud or attempt for one, whatsoever. <P/>b ) The Account was put on a temporary restriction Status, which prevent the use of the card or access to the account on-line to verify transactions and make payment, but also to avoid paying INTEREST. <P/>c ) I could not make any online payment, as the account is " paperless. '' An operation I have been doing for 8 months. A profile with my Checking Account # and payment info has been set and used for several every month. <P/>3. Contaced the CapitalOne Customer Service about the issue and was told that there is a suspicion of fraudulent use of my account and, was given several options to " VERIFY MY IDENTITY '' - one of which is to take a list of documents to a local Capital One Branch to do the verification. I did just that, about a month ago. I took the cards I had with CapitalOne, my SS Card, My Driver 's License and even the Deed of my residence. The CapitalOne Branch Employee called using their phone system the Fraud Department, who spoke with both thebank Agentand myself, asked several questions to satisfaction. Consequently informed me that the Account will be restored within 24 hours. It was not. <P/>4. Havingjust started a 2nd job, and without need to use the card, did n't have time to follow up until a week or after. I went through the same scenario and had to go again verify the identity with the same agent, etc. The account did n't clear. Meanwhile, a derogatory entry was made to Credit Report. <P/>5. I called again, and this time they DEMAND that I provide them with copies of my Driver License, Social Security Card, Utility Bill, etc. I CATEGORICALLY REFUSED. The information is private and protected, and the documents are PERSONAL. I have showed them for VERIFICATION, but refuse to give them away or authorize anyone to have them in custody, on the cloud or on the moon. <P/>As consequence, it has been over a month since I WAS AND CONTINUE TO BE PREVENTED from making payment, and therefore forced into paying an interest, let alone the inconvenience and unnecessary aggravation. The cards are SECURED with MONEY I had to pay up front. For that, an obligation is in effect. By preventing under " false premise '' the use or even payment of the balance, Capital One breach its contract and obligation. The argument " their policy requires documentation '' is but bolony. It would have been perhaps true before the issuance of the card, not 8 months later! They de Facto waved that pseudo-policy. It comes down to VERIFICATION v POSSESSION ( custody of ) of private and personal documents. Verification has been executed twice!

Company response to consumer: Closed with explanation