Consumer complaint received 2021-01-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
XXXX XXXX 2020 I tried to purchase flowers for my sister in XXXX ( I live in XXXX ). I failed to immediately notice the text message and email requesting verification of the purchase. When I responded Yes to the text message it was too late and the purchase did not go through. I called customer service and provided ID information requested and was told to try the purchase again. It failed again. I was then told my account was now restricted and I would need to take certain steps to clear the account. 

This required me to scan my driver 's license and upload it to a Capital One site. I did so. I was told it would be 7-10 business days to verify my ID. I called on XX/XX/XXXX to confirm all was well with the review and to find out how I would receive communication on the status of the review. At that time I was informed there was an issue with the quality of the scan of the barcode ( actually think it is an optical character ) on the back of the ID. If I would be willing to send the back of the ID again I could receive an expedited review. I did so and was informed that the quality was still lacking. 

At this time I requested information as to another means to clear up the matter or another point of contact to register a plea for support. I was provided with neither, other than getting a new license or providing a passport as alternate ID. My only passport is expired and a new license is not an option. 

On XX/XX/XXXX I called to inquire as to how I would receive formal notification of the status of the review. I was informed there would be not written notice of the review, but if I wanted to try XXXX more time to provide the image of the back of the ID they would try to scan it again. There was some thought I did not capture all of the ID on my second effort. Note that was not relayed to me on the call of XX/XX/XXXX. 

I provided a third image of the back of the ID, it was still lacking in quality for the reader. I offered to take the ID to a Capital One Bank branch so they could review it in person, but was told that was not an option. I again requested a means to register a formal request for help and some means to resolve this issue. When I was told their was no means for doing this other than speaking with a manager, I requested that opportunity. 

I spoke with a manager and was again told there was no way for me to resolve this without a new license ( again, not a reasonable request in the midst of a pandemic and MVA branches closed to all but essential services ) or a passport of which I have an expired one, but not current. She said she would register a complaint for me. I accepted the offer but told her honestly I expected nothing would come of it, as Capital One has not initiated any communication with me since this started. She further informed me the restriction does not prevent me from paying the balance on the card with my money, but the $ XXXX dollars in my reward account may not be applied to that balance. 

Please note at no time in establishing this account did I ever need to take these steps to prove my identity.

Company response to consumer: Closed with explanation