Consumer complaint received 2026-05-29 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: NC

Complaint narrative:
I sent this yesterday in a slightly different form to the office of both the CEO and president of the company. XXXX XXXX and I recrafted it to better fit your format. Complaint Against Capital One Repeated Fraud Verification Issues and Account Restrictions I am submitting this complaint regarding repeated and unresolved fraud verification problems involving my new Capital One credit card account ( XX/XX/XXXXXXXX ). I have been a Capital One customer for approximately 30 years and have historically had a positive relationship with the company. Recently, however, I experienced a prolonged and disruptive series of account restrictions and fraud verification demands that have interfered with my ability to use my accounts and complete legitimate transactions. Background : I have a long-standing XXXX card account ending in XXXX. Recently I applied for and was approved for a new XXXX card ending in XXXX. When I attempted to activate the new card in XX/XX/year>, I was directed to Capital Ones fraud department for identity verification. I was required to photograph and upload my drivers license and passport through a mobile verification link. Due to my age ( XXXX ) and some difficulty navigating repeated phone and mobile prompts, this process became extremely difficult and time-consuming. My first two calls to the fraud department were unsuccessful, including one disconnected call after an agent had spent considerable time trying to assist me. About a week later I attempted the process again and successfully submitted the requested documents. Shortly afterward I was asked to resubmit my drivers license, which I did. The account was then activated and I began using the card normally during travel. I made numerous legitimate purchases, including hotel-related charges and travel expenses in XXXX XXXX XXXX SC, as well as a hotel booking in XXXX for an upcoming trip. Soon afterward I received another fraud alert text and email and was again directed to the fraud department. At that point I was informed that I would have to repeat the verification process yet again and additionally provide proof of address documentation. At the same time, I discovered that all recent charges on the account had been placed into pending or restricted status. This created significant concern because : * merchants may not receive payment, * travel-related purchases may be disrupted, * XXXX purchases for my upcoming trip may not ship properly, * and hotel incidental deposits may not be processed or refunded correctly. I understand and support legitimate fraud prevention measures. However, after repeatedly providing identification documents and complying with every request, I believe Capital Ones handling of this matter has become unreasonable and excessively burdensome. I even began to think that they'd been hacked somehow and that I've been providing my information to someone else. This seems unlikely even if possible. The repeated restrictions, document requests, and interruptions have caused substantial frustration, uncertainty, and concern regarding the security and status of my accounts. Resolution Requested : I respectfully request that Capital One : 1. Complete any necessary verification using previously provided documentation promptly and definitively ; ( as I said previously, they've known me for years, my credit rating is excellent and it's unlikely that I've ever missed a payment with them ). 2. Remove unnecessary restrictions on my accounts ; 3. Ensure that legitimate pending transactions are properly processed ; 4. Confirm that my accounts are secure and in good standing ; 5. Provide a clear explanation as to why repeated verification requests continued after prior approvals and submissions. Thank you for your attention to this matter. XXXX XXXX XXXX, XX/XX/XXXX

Company response to consumer: Closed with explanation