Consumer complaint received 2022-08-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
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:
COMPLAINT : CAPITAL ONE DONT LEAVE HOME WITHOUT IT WHATS IN YOUR WALLET On XX/XX/2022, I travelled to XXXX XXXX Ohio , which was the first stop on a 10 day vacation. My husband and I bought ice cream that night, bought gas multiple times and in multiple places as we travelled north from South Carolina. Each time using our Capital One credit card. Our vacation XXXX accommodations ( 3 in all ) were all paid for previously with our capital one card - there was a definite credit trail.

Years ago I had been told by Capital One that I need not bother to call them when traveling, so I dont do that anymore. 

XX/XX/2022 in XXXX, Ohio, I shopped for groceries at XXXX XXXX XXXX. My credit card statements show that I habitually shop at XXXX. When I used my card to pay for my bill {$190.00} approximately, my card was denied. I had used the card the night before in XXXX. 

The groceries were put aside and I called Capital One ( XXXX ) XXXX. The customer service rep told me that there were some suspicious charges on my card that she must discuss with me before the card could be used again. We discussed - nothing was out of place. 

She then asked me to send a photo, front and back of my drivers license, which I did. 

She told me to wait 10 to 20 minutes before trying to use the card again, check my Capital One app and be sure the card was not restricted. I DID ALL OF THE ABOVE. 

In fact I waited XXXX minutes and checked my app just to be on the safe side. 

I returned to XXXX and proceeded to check out again - CARD WAS DENIED AGAIN. 

This time when I called Capital One, each person ( 8 calls in all that day ) told me I needed to send in my social security card, and a utility bill in addition to my license in order to lift the restriction from my card. I asked to speak to supervisors, customer service reps in the United States, anyone who might be able to help, since no one who answers the customer service line has the authority or the ability to do anything except read from their script. 

I had travelled XXXX miles from home the previous day - I did not have my social security card or a utility bill. 

I was on the first day of my vacation, now with no credit card and no way to lift the restriction that had been placed on my card. No one at Capital One would/could tell me why my card was restricted. 

I offered two things in order to lift the restriction : 1. I offered to send a copy of my American passport 2. I offered to pay my entire balance on the spot Neither of these reasonable solutions was acceptable. Offering to pay my bill would have nullified any suspicions Capital One might have had as I would have paid every charge on the bill. I was told by XXXX. ( See below ) that, you can pay the whole bill if you want to, but that wont change anything. 

The last person I spoke with at Capital One on XX/XX/XXXX was exceptionally rude, hostile and unprofessional. 

Among other comments she said this : You can call a thousand times and the answer will still be the same When I asked to speak to her boss she said this : My boss doesnt talk to customers ; you can talk to another senior account person but theyll tell you the same thing. I have not encountered a supposedly higher level management employee with such a bad attitude, a bad temper, poor social skills, unprofessional and just downright XXXX. 

Supposedly her name is XXXX, she is supposedly in Florida, she gave me her supposed badge number. 

Fast forward, XX/XX/XXXX I am home. I just called Capital One to lift the restriction on my card by sending in the required documents and was told that I would have to wait another 7 to 10 days for a call back from Capital One to see if the card can be reinstated.

In the meantime, many of my autopay charges have been denied.

My purpose in lodging this complaint is in the hope that changes can be made so that this does not happen to someone else.

I have requested that the processing of my claim be expedited. I have no confidence whatsoever that this will be done.

Company response to consumer: Closed with explanation