Consumer complaint received 2023-04-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
In XX/XX/2023 and once before, I filed a complaint with Capital One regarding their policy on graduating my secured credit card with them to an unsecured credit card with them. I alleged violations of the Fair Credit Reporting Act and other banking laws, including violations of UDAAP and falsified marketing. Each time Capital One denies my request to convert my secured credit card to an unsecured credit card, they are denying me credit but not providing me the reasons for denying me credit and taking adverse action against my account, as is required by law. On XX/XX/2023, I received a call at XXXX XXXX from XXXX  at Capital One ( Capital One employee ID # XXXX ), who identified herself as an employee of Capital One and immediately, without further introduction or verification, rudely told me there was a " problem '' with my Capital One credit cards, that they were restricted for fraud, and that I was required to send in my driver license, Social Security Card and proof of residency. XXXX was so rude, so short and shockingly bold about asking me for this highly sensitive and confidential information that I was caught off-guard by her call. I told XXXX I would back myself to verify the legitimacy of her call. She continued to be rude and said " Fine by me. Your accounts will still be restricted, ' in a mocking way. I called back Capital One and did verify that all three of my accounts were, in fact, restricted due to " fraud, '' by no one was able to tell me what that fraud was or the exact nature of what had occurred to restrict my accounts and require me to send in all those highly confidential and sensitive documents with private information on them. The employee whom I spoke with, XXXX ( Capital One employee ID # XXXX ) was incredibly unhelpful, rude and refused to tell me why my accounts had been restricted -- but he continued to press me to send in my driver license, Social Security card and bank statement with my full bank account number listed on it. After having enough of XXXX 's rudeness and demands for my personal and confidential information, I spoke to a supervisor named XXXX ( Capital One employee ID # XXXX ), who was exceptionally helpful and took immediate ownership of the issue. She successfully verified all my information that Capital One required. I will also note that when all these accounts were opened, especially account ending in XXXX, all my personal and confidential documentation were sent to Capital One. This makes it suspicious and concerning that Capital One is continuing to ask for highly sensitive documents and information, which has the potential to be misused by them and their employees. I also believe that there is no reason that Capital One should refuse to tell me that they took adverse action against me and not give me the reason they took that adverse action. This continues to be a pattern with Capital One -- they take adverse credit action against me and then refuse to give the reason for the adverse action, which by law they are required to give me. Finally, I believe that Capital One intentionally took retaliatory and discriminatory action against me after I alleged other violations of law by Capital One, as referenced in my XX/XX/2023 complaint to them and other complaints, one of which was filed with the CFPB and OCC.

Company response to consumer: Closed with explanation