Consumer complaint received 2026-04-26 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: CA

Complaint narrative:
- Account opened : XX/XX/year> - Card received : XX/XX/year> - Purchases made : Member fee ( {$95.00} ) XX/XX/XXXX, XXXX ( {$240.00} ) XX/XX/XXXX, XXXXXXXX XXXX ( {$25.00} ) XX/XX/XXXX, XXXX ( {$130.00} ) XX/XX/XXXX, XXXX ( {$29.00} ) XX/XX/XXXX, XXXX ( {$28.00} ) XX/XX/XXXX - Account suspended/restricted : XX/XX/year> - Case Number : XXXX - Documents requested : drivers license, bank statements, proof of residence, paystubs, etc. - Documents submitted : Submitted drivers license, Fidelity XXXX statement, XXXX paystub, XXXX XXXX - Capital One previously confirmed receipt of state ID : XX/XX/year> - Capital One later claimed drivers license was never received : XX/XX/year> - Current issue : account remains suspended ; Capital One has not provided a written explanation or specific cure path. Capital One approved and opened my credit card account. The card took over a month to arrive without a clear explanation. After I made ordinary purchases, Capital One suspended or restricted the account and requested extensive identity, residence, and financial documentation. I provided the requested documentation, including my drivers license, proof of residence, paystubs, and evidence showing that my payroll direct deposit goes to my Fidelity XXXX XXXX Account. My paystubs show the Fidelity account number as the direct-deposit destination. Capital One rejected the Fidelity documentation because it classified the account as an investment account, despite the paystubs independently verifying that it is my payroll direct-deposit destination. Capital One has also given me contradictory information about my drivers license. On a prior call, Capital One indicated that my license had been received. On a later call, Capital One stated that it had not received my license. Also, Capital One representatives hung up on me twice and refused to transfer me which is evidenced in the call audio recordings. When I asked whether the suspension of my already-open credit card account constituted adverse action, the representative did not answer. Capital One has only sent me an email instructing me to call, rather than a written explanation of the suspension or a specific cure path. I am requesting that Capital One : - Restore the account or provide a specific written cure path ; - Confirm all documents received and identify any documents still claimed to be missing ; - Explain the contradiction regarding receipt of my state-issued ID ; - Explain why paystubs showing direct deposit into my Fidelity Cash Management Account are insufficient ; - Provide any required ECOA/Regulation B adverse-action notice if Capital One has taken adverse action on an existing credit account ; - Provide any required FCRA notice if any consumer report, fraud-risk report, identity-verification database, or third-party data source was used ; - Preserve all call recordings, transcripts, call notes, upload logs, document-review notes, fraud/KYC notes, and internal communications ; and - Confirm that no fees, penalty interest, negative credit reporting, credit-line reduction, account closure, or other adverse consequence will result from Capital Ones verification delay or document-handling issue.

Company response to consumer: Closed with explanation