Consumer complaint received 2025-01-16 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: FL

Complaint narrative:
This pertains to my Capital One credit card. On XX/XX/XXXX I received text and email notifications asking me to confirm two " suspicious '' transactions. I called their customer service number and the " suspicious '' transactions flagged were for purchases I made a few hours earlier at our local XXXX gas station. 

I was then told the card was still being suspended due to it being compromised and that before a new card could be sent to me they had to verify my identity by sending me a text with a pin. I verified my phone number only to have the agent tell me that the number was " no good ''. He then asked me for a different number. I gave him a different number for a phone I use overseas and he said that number didn't work either. He then told me he would email me a link where I would have to upload a scan of my drivers license, which I did. I was told I would be contacted after my " document '' was reviewed in 1 to 10 business days. 

I was starting to fear this was some kind of sophisticated scam because the things being requested and not being able to text my phone had some of the characteristics of a scam my sister had described to me. She is a manager for XXXX XXXX and they experienced scammers trying to get personal information and documents from their debit card customers under similar pretenses. 

I had not heard anything by Wednesday, XX/XX/XXXX so I called them back to see where things stood regarding my replacement card. I was told that the scan of my drivers license wasn't accepted because it wasn't clear enough and additional documentation was needed. At this point I truly believed I was being scammed so I hung up. 

A few minutes later I attempted to connect with a customer service agent outside of the fraud department phone number. The person I ended up talking to pulled up my information and told me essentially the same thing ; that I had to resend a scan of my drivers license, which I did again. I was told that it would take one to ten business days to review again. I expect the result will be the same since Florida drivers licenses have several holograms on the face making them difficult to copy or photograph. I asked to speak with a supervisor since I found this time frame totally unacceptable. Supervisor told me the same thing, and when I asked to speak with the next person up the chain of command, I was told there was no one higher to speak to. 

Today, XX/XX/XXXX, I received a call from an agent again telling me the scan of my drivers license wasn't clear and I have to resend it. He asked me to take a picture of it and send it as a .jpeg file. I followed his instructions and it took five tries to get Capital One 's system to accept the upload. I called them once again and was told they had received it and they will get back to me in one to ten business days.

As this transpired throughout this week, I had two auto pays rejected by Capital One, and I needed to set them up to Autopay through a XXXX XXXX card I use as a backup. I have several recurring bills set up to autopay through my Capital One card. If this isn't resolved expeditiously, I will have more auto pays rejected forcing me to shift more to my XXXX card. 

To add to the bazaar nature nature of my problem with Capital One, it is just my card number that is blocked. My wife 's card on the same account still works. I also discovered that my XXXX XXXX still works. When I questioned the Capital One agent about this, he told me that I have been issued a new card number, and they automatically update XXXX XXXX, but they can't send me my new card until they verify my identity. 

I am not understanding why Capital One 's customer service has become so difficult. Capital One has been my primary credit card for more than 20 years. I pay my card in full every month, well before it is due. If you check my credit you will find a score in the 800 range. Perhaps their analysts have determined that I am not sufficiently profitable to retain as a customer since they do not collect interest or late fees from me. The shabby treatment of a long term customer is what really incenses me. 

I find it appalling that their customer service system is not able to resolve this promptly. I also find it appalling that there is no one to talk to at Capital One who has the authority correct this. 

Presently, this is just an annoyance, and I realize that I can always take my business elsewhere. This is occurring while I am at home and have access to many resources and I am not under a time restraint. However, I travel a lot outside the US and I have always relied on my Capital One card to work for me. Yes, I carry XXXX for a backup in case there is a problem with my main card, but when Capital One blocks my account after I verified the " suspicious '' transactions, I fear what this experience would be like if I were traveling. 

I am making this " complaint '' knowing that you forward it to Capital One. It is my hope that it reaches the desk of someone who gives a XXXX, and who can pass it on to someone who realizes how completely their customer service system has failed, and who can take steps to correct it.

Company response to consumer: Closed with explanation