Consumer complaint received 2025-02-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
To the best of my abilities, as I can not access my online account as it is currently locked, the following dates have been taken from phone call receipts, email chains, and memory. 

XX/XX/year>25 : I was approved for the Capital One XXXXXXXX XXXX XXXX, which is the first Capital One card I ever opened. I received an email welcoming me with the correct spelling of my name. 

XX/XX/scrub>/25 : I received my card, but it came with the incorrect spelling of my name. So, I called them to ask them to replace my card with the correct spelling. They sent a new card over the next couple of days. 

XX/XX/scrub>/25 : By this point in time I had my new card and was able to use it to apply for my global entry as I have trips coming up. I got this card specifically to be my main card used for this upcoming trip. 

Between XX/XX/year>25 - XX/XX/scrub>/25 : I was charged with the annual credit card fee of {$390.00}. 

XX/XX/year>25 : I pay the {$390.00} fee my card. 

XX/XX/scrub>/25 : On this day, I get my credit for my global entry application which helps reduce my balance to {$0.00} as there were no other transactions charged to this card. At some point from XXXX/XXXX/25 to XX/XX/year>25 my card becomes restricted, unallowing me to use the card for any new purchases. No communication was given as to why my card was restricted and so I call later that day asking for the reasoning. I was told they needed more information for verification and fraud protection purposes. I was confused as to why they needed more information when I have already been approved and have been able to charge the global entry transaction through this card. However, I could assume that this is their normal procedure. They requested I submit the front and back of my driver 's license, proof of residency, and my social security card. I was concerned that they needed a copy of my social security as that is sensitive information, but they repeated that it was for verification purposes to get my card unrestricted. The examples they gave as to what I can provide for proof of residence was a voided check, deposit slip, bank statement, or a utility bill. I told them I do not have a checkbook nor have I deposited anything to my bank of recent for me to have a deposit slip available. I also do not have any utilities under my name, so I told them I will submit my bank statement. 

XX/XX/scrub>/25 : I provided my driver 's license, social security card, and a bank statement for my proof of residency through their encrypted portal with a link they emailed me. 

XX/XX/year>25 : Both of my sister and mom received calls from someone claiming to be from Capital One trying to get in touch with me. Luckily I was with my mom at that time and was able pick up the call. I was very much in shock as to how they got my family 's phone numbers with none of their infomration being included in my profile nor my application to Capital One. Therefore I questioned how they got my family 's information, which the representative claimed it was through public records that they use for things such as fraud verifications. I questioned why they would contact my family and not me directly if they wanted to reach me. To that I did not get much of an answer as it was generalized to be for verification purposes. They continue to explain that the purpose of this call was for them to let me know I needed to provide more documents. As the bank statement I provided censored my full bank account number, they were not able to use that document by itself. They said I will need another document to support my account number claimed on my bank statement. I questioned why they would need my account number for this " verification purpose ''. All they claimed was that they can not push this verification through to completion without it. I end the call and decide to call them directly with the phone number on the back of my card instead as this conversation started to sound like a scam. With this new representative they claimed that all of the previous call was infact real and that they do need more support. I questioned this new representative with the same inquiries of how they called my family members, why they call them and not me, and why would they need my full account number. They basically gave the same answers, which did not help nor made me feel great but understood what I needed to do in order to get this card unrestricted. They informed me of the choices again for what I can provide as proof of residence, which I told them once again I am only able to provide a bank statement. I asked them if a screenshot of my account details from my mobile bank app would suffice as it does show my account number to further help support the bank statement I provided. They said hopefully yes, but will reach out if anything else is needed. After the call, I submitted my account details through the portal. 

XX/XX/scrub>/25 : At some point I am unable to log into my mobile app as my account was stated to be locked and I would need to call for help. I call Capital One again and asked them to help unlock my account to which they respond that my online account is locked because my account is restricted and that they need the additional support first to unlock it. Then they proceeded to tell me that they will need my driver 's license, social security card, proof of residency, and three consecutive bank statements. They clarified that one of the three bank statements can not be used again as proof of residency and that I would need to upload the same bank statement twice for it to be properly counted towards my proof of residency. I asked if I just need to upload the three new bank statements since I already uploaded the rest before. The representative was confused as she did not see any of the documents I claim to have uploaded. She put me on hold to dig in more with my case and found out that they apparently closed the old case where I have already uploaded the documents. She states I would need to upload all the documents again as this is a new case. I asked them why they closed the last case, which they were unsure. I told them this was excessive, but I understand. I asked if they need my account details again since that was an issue prior, which they said yes since it was already asked for before. I told them that I hope this would be the last time I would need to call and upload documents as this is already taking over a week to resolve. After the call I submitted all the documents again. 

XX/XX/scrub>/25 : I received a call from them again. This time they said that they were able to verify my driver 's license and social security but had issues with my proof of residency. I told them I was confused because I have talked to multiple of them and did not understand what else could possibly be missing. They told me that I needed to upload a document that does not only include my account number but also my name and my bank 's logo. I asked them for an example as I could not think of a document with all of those criterias. They respond with a voided check, deposit slip, or an account summary. I repeated again that I do not have a checkbook or a deposit slip available and that my account details only show my account number, but not the two other requirements. I inquire if I can provide three separate documents that would have each request, but they clarified that it will need to be all in one document. I asked her what she suggests I could provide because I do not have any document that could be of support for all three items and once again had to repeat that I can not provide a voided check or deposit slip when she gives those as examples. Then she said to ask my bank to provide a document. I told her that this might be too long of a process as I am traveling on XX/XX/year>25 and was hoping to have this card unrestricted for me to use by then. Nevertheless, I said I will figure it out. Later that day, I found a document archived in my bank account online that included all three items and uploaded it through the portal. I also sent an inquiry to my bank to see if they have something else I can also provide just in case. 

XX/XX/year>25 : I received in the mail a letter from Capital One stating that they are closing my account. This letter was dated XX/XX/year>25. I was very mad because I have been in coversation with two representatives since this mail has been drafted and neither had informed me that my account has been closed and instead continued to request more information. I was also then confused as to what is the true status of my card. For example, does this mean all this infomration I am giving will eventually not help unrestrict my card since my account is already closed? I just did not know what this meant for me. I call again and this time they escalated me to a manager. This manager proceeds to tell me that my account has in fact been closed possibly due to inactivity but since the account is restricted she was unable to access all the information she would need to give me a complete answer. I asked her who do we need to talk to for her to get you access, because I just wanted more information formy own understanding. She states that no one can access to this information. This made me livid because she is repeatedly saif she wished she could help, but if only she could get more information when in fact she knew no one would be able to. I asked her what she suggests I should do then with this account, which she says she can not give an answer as it depends on what I want to do. Obviously I thought this was a ridiculous response. Since she could not give me solutions, I started to think what could relieve my annoyance. I asked her for a credit card refund as I essentially was only able to use this card once before they restricted it. I just find it outragious that they decide to restrict my card, unallowing me to use my card, just to close my account because there was not activity. Obviously because they restricted it and refuse to push through this verification. She states that since I was able to use my card for that one XXXX XXXX transaction and according to their terms and agreement they claim that was enough to retain this {$390.00} fee. This XXXX XXXX fee was {$120.00}, so essentially this {$390.00} fee only got me {$120.00} worth of " perks ''. In addition to this month long headache and mess. So I reiterated that she is essentially stating that I have to take a loss with this {$390.00}, which she agreed. Then I asked her if I get a new card open if they could waive the fee. She states that this would be a new application and thus a new account and I would need to pay the fee again. At this point I was in actual disbelief. So I asked her to confirm that my two options was either I keep my account closed and lose my {$390.00} fee I paid or I would pay another {$390.00} for a new card, which she ones again confirms are my only two options. In addition to the new card she kept on saying I would need to be approved for it again. This confused me as to why I wouldn't be approved if I was already approved prior. It made me feel as if I now have a bad track record for XXXX knows what that would be used against me if I were to ever apply again. At this point there was no resolution that we could come to that I could accept and decided to end the call.

Company response to consumer: Closed with explanation