Consumer complaint received 2024-11-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI

Complaint narrative:
On XX/XX/XXXX at XXXX ; XXXX, I pre-applied, was approved then lifted my credit freezes and applied and was approved for a Capital One Unsecured Quicksilver Cash Back, No Annual Fee Credit Card with the PROMOTIONAL {$200.00} bonus for spending {$500.00} in the first 3 months. Capital One immediately mailed out the Quicksilver Credit Card with a FRAUD " Restriction '' placed on the card unbeknownst to me. Once I finally received the card, I attempted to activate the card online but was immediately forwarded to Capital One 's Fraud Dept, supposedly for verification of my identity and address. The Fraud Dept attempted to send a code to your cellphone listed when I applied for you to accept to complete activation, however this process did not work obviously, Capital One has " RESTRICTED '' the card any account attached to it. SO I can not activate the card. 

Next, Capital One 's Fraud dept emailed me a link to upload the following documents/items to prove my identity and prove my address : XXXX. ) The Front and Back of my Drivers License, which MIUST match the address you used to apply for your Capital One card, I submitted that easily and that documentation was accepted **This documentation should have been enough to complete Identity and address but Capital would not activate the card. ** XXXX. ) Upload a Utility bill OR If you don't have utility bills in your name ( which I don't ), you can upload an internet bill. Both bills must show your name, address you used to apply for your Capital One Card, FULL account number and billing must be within the past 10 days. 
**I am a prepaid customer ( XXXX for 14 years ) and PREPAY does not receive a bill. However, XXXX Customer Service emailed confirmation of my cellphone and home internet account with name, address, account number and active status. CAPITAL ONE REJECTED THE DOCUMENTATION because it was not a bill** XXXX. ) Upload my ENTIRE Bank Statement including ALL pages with my account activity OR The Bank Summary page with Name, Address, Account Numbers of ALL your accounts + to supplement the Bank Summary I need to submit a voided check, Deposit slip or a Withdrawal slip from my checkbook register, provided you have a checking account. 
** For privacy purposes, I chose to submit my Bank Summary Page with all of the aforementioned necessary information. I have a checking account but do not have checks as I use my debit card or cash, hence no check to void and no Deposit/Withdrawal slips. I did however do business with a check cashing institution that drafted a check for payment and that check cleared my bank account. I submitted that cleared check front and back to supplement my Account Summary. Capital One Fraud Dept. rejected my submission because my Account Summary shows the last 4 of my account numbers for SECURITY PUROSES and the Fraud Dept simply refused to accept the cleared check as evidence of my address. After speaking with another Fraud Agent, I was advised to have the bank submit on their letterhead all the information confirming my account with my name, address, full account number and if my account was active. I uploaded that documentation from the XXXXXXXX XXXX Branch Manager with return phone number, fax number and email on XXXXXXXX XXXX letterhead as instructed. My submission was again rejected by Capital One 's Fraud dept. ** I went thru this Identification process with various Capital One Fraud Dept reps all whom rejected my documentation for various reasons from XX/XX/XXXX until today XX/XX/XXXX. When I asked to speak to a manager, I asked why the card was deemed FRAUD and why was it " RESTRICTED ''. The Fraud Dept reps and Managers told me " We can not say to disclose why. ' I the asked if they could mail me the reason why and again I was denied the courtesy of a reason via mail. 

Due to Capital One placing a FRAUD " RESTRICTION '' on the Quicksilver Credit Card and account, I can no longer access the CreditWise Credit Monitoring that I have had an account with for 11 years ( since 2013 ) due to an information breach in 2012. So now I am effectively " Restricted : from activating the credit card that I qualified for and I am locked out of a credit monitoring service of which I had an account of 11 years and Capital One verified my identity 11 years ago when I was offered the Credit Monitoring Account. 

Lastly, on XX/XX/XXXX. I received an alert from XXXX notifying me of a new credit card account on my credit file. I login and Capital One has the audacity to report the " Restricted '' Quicksilver Credit Card and " RESTRICTED '' Capital One Account that I have no access to use as an ACTIVE credit card account. That act by Capital One is FRAUDULENT and ILLEGAL!! Needless to say, my credit score took a hit and dropped some points due to this " NEW CREDIT CARD '' reported by Capital One in my credit file. Immediately filed a DISPUTE with XXXX on XX/XX/XXXX. 

I immediately called Capital One 's Fraud Dept the next day to file an internal complaint about this abuse of my documentation, my identity and my credit file on today, XX/XX/XXXX. This process and the constant gaslighting, moving the goal post, changing the rules and rejecting the documents that Capital One themselves asked for is FINANCIAL ABUSE and DISCRIMINATION as I a few of my friends whom recommended me to apply with Capital One have applied for Capital One cards in the past XXXX weeks and NEVER went thru the process of what I went through to activate their cards. Then for Capital One to commit FRAUD themselves on my XXXX Credit Report File is the accuser victimizing the victim. Sounds a lot like AI is running Capital One due to the inflexibility, inhumanity and fraudulent activities! 

As a note, I asked Capital One Fraud Department Managers and Reps to file my internal complaints about he process and locking me out of my CreditWise Credit Monitoring Account on XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX adding to the complaint of the fraudulent reporting of a " RESTRICTED '' Capital One credit card and account on my XXXX Credit File.

Company response to consumer: Closed with explanation