Consumer complaint received 2025-04-18 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: WA

Complaint narrative:
I signed up for a credit card from Capital One on XXXX XXXX XXXX and was approved. I received the card on XXXX XXXX XXXX I activated the card the same day I received it and started making purchases each day on the card up until April 10. The card has a substantial limit and I made over {$500.00} in purchases. On XXXX XXXX XXXX I also set up my banking information via phone on the account and made my first payment which was the entire posted account balance at the time of approximately {$290.00} that morning. Later on XXXX XXXX XXXX  I attempted to make a small purchase for around {$50.00} at a grocery store and was declined after several attempts. I called Capital One 's customer service the same day on XXXX and was told a restriction has been placed on my account in order to make sure that I'm the one that applied for the card. There was no fraud or issues reported on the account to warrant the freezing of the card. They simply kept stating they need to make sure I'm the person that applied. They asked first to send me a 6 digit code to my phone number and said they will collect information about my phone service provider and my mobile device. I declined consent for this as this is not something I agreed to provide nor was it in the contract for the card when I signed up for the card in the first place. They also stated they could not text my number on file as their system would not allow it, so even if I did consent, their system is preventing it. They then said I can send in a copy of my drivers license. I told them I already sent in a copy of the front and back of my XXXX XXXX XXXX XXXXhen I signed up for the card. Capital One even advertises on the application, " lets do an ID check so you can use your card when it arrives ''. They repeatedly said they need this information again to verify that I'm the one who signed up. I have also been denied access to setting up an online account to even view this account on the website or mobile app. When I called in to ask why, I was told it's because in the past I had a checking account and credit card with old login information that's still in the system from many years ago. The credit card department said they can't help and I have to talk to the banking department. I talked to banking and they also wanted to text me a link to upload a copy of my ID in order to update my current phone number on the mobile login. Their link doesn't allow the ID to be uploaded that they texted me, again their system is failing. We tried many times. They offer no other alternatives to setting up online access. I called again on XXXX about having a new card issued and was denied, again because of the restriction they placed on the account itself. I agreed to upload my ID a second time even though they already have it on file, and then they said it wasn't good enough and now they need my banking statements with my address and information listed. I also did not agree to this when signing up for the credit card in the first place. I should not have to send in financial documents from another institution to these people, when I've already sent in my state issued ID, twice. They then wanted a utility bill with my name and address on it. I told them I don't have any utilities with that information to provide. So as it stands, they have completely blocked the account from use. I am unable to use the card at all, and if I close the account due to them restricting it, then it will negatively affect my credit history. They have provided no other alternatives. I spoke with a supervisor as well and asked why it was they are even sending out a credit card and allowing not only over {$500.00} in purchases to be made, but also allowing payment to be made to the account, and then later restricting the account to " make sure im the person who applied for the card ''. If they needed this information, they should have verified this prior to even approving the card in the first place, and they approved it after I already sent them my ID. So what good does it to do send a copy of the ID a second time for them to supposedly verify I'm the one who applied? Meanwhile I'm blocked out of the account. They really have no answer for this and so I'm stuck with a card I can't use, and no other alternative but to close the account and negatively impact my credit history and score. They also state that if I close the card, any refunds made to the card will be void and I essentially won't get my money back. I also asked for a copy of the contract signed at time of application and was denied. I asked for a copy of the terms and service and was denied. I asked for a statement showing the charges and payment I had made, and was also denied. Their reason is because they restricted the card, so they won't send any of this. I asked to speak with a supervisor about finding out the balance and making an additional payment, they said I'm not allowed to know the balance or make any additional payments due to the restriction and won't be able to do so until it's lifted. I later called and spoke to someone else who allowed me to know the balance and make a second payment. They are not consistent with the information they are providing. One minute I'm not allowed to know the balance and to pay the card, but the next person says it's ok? Makes no sense.

Company response to consumer: Closed with explanation