Consumer complaint received 2025-02-13 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: PA

Complaint narrative:
I, XXXX XXXX, account holder of a Capital One Credit Card, received an unusual text message from Capital One today, XXXX, claiming my credit card was on hold due to suspicious activity. Of course I assumed this was a scam, so I decided to call the number on the back of my credit card. I spoke with a representative who confirmed the hold. While he was on the phone I checked my credit card history on the app on my phone and noticed no abnormal charges were made. So I asked why my credit card was on hold. He informed me that it was on hold due to a payment that was made of {$600.00}. I was still very confused. I explained that I always have made payments using the same bank account, and that this {$600.00} payment was posted not only on my bank account, but Capital One was fine to accept the payment. Again, my bank account and Capital One Posted the {$600.00} payment on XX/XX/year>. Both accounts accepted this {$600.00} as a payment. My bank account has not changed, I have made payments to Capital One for years using this bank account. Still, the representative refused to explain why this was deemed suspicious and said he would need to contact my bank to verify I was the account holder. 

My wife then wanted to assist on the call, due to security purposes I gave permission for her to be on the phone verbally. She was explaining to the Capital One Rep that he would not be able to call as a 3rd party, but he did not listen and placed us on hold. Like my wife and I both knew, our bank told him they would not give out account information to 3rd parties. It was very aggravating this representative would not listen to us and put us through the process to begin with so we asked to be transferred to a manager. The manager who took over the call also made us repeat the process of Capital One calling our bank refusing to listen to us first that our bank wouldn't give out our info to 3rd parties. Capital One management then said they would need a bank statement verifying I am the account holder. 

Once I submitted the bank statement that clearly shows the payment of {$600.00} being posted by my bank and accepted by Capital One, Capital One management then said it wasn't good enough because it didn't disclose my full bank account number. This is where I was completely floored and disappointed with Capital One. How does a huge corporation not know how bank accounts work? Of course banks would not disclose personal information to 3rd parties and of course all bank accounts will not disclose the full account number on bank statements for security purposes. 

It seemed that Capital One had no idea how to rectify the situation or explain why my account was on hold for suspicious activity to begin with. They ended up telling us that we can continue to make payments and Capital One will continue to accept our payments, but I can't use my card because it's suspicious on how we are paying them all of a sudden. 

This is despite the fact that I've paid them with this bank account for years. This is clearly outrageous. They ended up telling us that we can call back but we would get the same answers and hung up on us. 

We called our bank and explained the situation and they agreed this was outrageous and huge red flag that a credit card company would out of the blue put a card on hold that has been paid the same way for years and now demand my full bank account information. I want this investigated.

Company response to consumer: Closed with explanation