Consumer complaint received 2025-07-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
Opened XXXX XXXX  XXXX  around XX/XX/XXXX ( maybe off by XXXX ). Was approved, account opened no problem given {$5000.00} limit. Before the physical card even arrived at my address, the card was restricted around XX/XX/XXXX. Capital One requested identification verification documents to un-restrict the acct. This included an image of the front and back of my drivers license, img of the front of SS card, and proof of residence -- I sent a XXXX XXXX XXXX. All the documents included the requirements, with proof of residence requiring my full name, the address my account is associated with, and a full account number. 

After about 1.5 weeks of review, they decided that I had committed fraud due to an issue with my proof of residence during verification. This issue, I was told by capital one call on XX/XX/XXXX. -- they said the gas bill name stated " * fiance 's name my name '' -- my fiance 's name first, followed by mine. CapitalOne had processed this as one person, " Fiance Name My Name '' and concluded that I was committing fraud because my name is " My Name '' and not " Fiance Name My Name ''.

After a long 2 hour call with both CapitalOne 's fraud protection and dispute departments, I was able to resend documents for reverification. I sent an internet bill this time that only included my name. I verified with the fraud protection agent on the phone before submitting that the internet bill fulfilled all requirements, which the agent verified verbally. Initially, I was advised by fraud protection that my account was permanently restricted and that the decision was final and the only thing I could do is send payments and reapply. I tried to reapply, but I got rejected from pre-approval because I had opened a card with them not too long ago ( which is the same savor card that got restricted ). I was then transferred to disputes where they advised that the reason was due to the name issue stated above. The following week on XX/XX/XXXX, my documents were verified, my account was approved, and the restriction was lifted. 

However, on XX/XX/XXXX -- one week later, they RE-restricted my account. I was redirected to fraud protection again, where they told me my account was restricted again because of an issue with my proof of residence. I tried to explain that I had resent proof of residence the prior week and that it should have been resolved, since my account got unrestricted the week prior for the exact same reason. They refused to elaborate further on why my proof of residence was rejected again, even though it met all the requirements and I had even confirmed it met requirements with Capital One 's fraud protection. They could not even inform me whether this issue is due to the original document or the document I resent ( which had been approved ). Regardless, I ended up sending yet another proof of residence in the form of a bank statement. Again, this was verified as having met all the requirements before submitting. I am not understanding how I keep getting flagged for fraud even when I had sent ample documents and I am clearly not committing fraud. I also have an auto loan that was active at the time that was also with capital one and under the same login information. I also did facial recognition scan on the app. I tried to offer this as more collateral, but was met with unhelpful scripted lines.

Company response to consumer: Closed with explanation