Consumer complaint received 2025-11-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK

Complaint narrative:
I am a person living on XXXX, and everything I do is primarily digitalfrom ordering groceries to managing my financial accounts. As of today, I no longer have viable access to my Capital One banking accounts, which includes my Social Security benefits. This severely limits my ability to meet basic needs such as shelter, food, clothing, and medication. 

In early XXXX, I had to change cell phone service providers and was forced to change my primary phone number. This left me without access to my old number, and because verification codes are sent to the previous number, I have been unable to update my personal information online. I immediately contacted Capital One customer support to update my phone number after going through their identity verification process. 

What should have been a straightforward request has turned into a nightmareone that is becoming life-threatening. Without regular access to my accounts, I can not buy food, pay rent, or pick up essential prescriptions. 

I have called Capital One six times from early XXXX until now. 
My first call was during the first week of XXXX. I explained the situation and requested to update my phone number. After verifying my identity ( name, date of birth, Social Security number ), the agent sent a link to my new number to submit images of my drivers license. I complied. After submitting the photos twicedue to lightingthe agent suddenly claimed my phone number did not belong to me and transferred me without explanation. 

The next agent made me repeat the entire process, then informed me he could not update my phone number because the system would not allow it. When I asked what error message he was seeing, he gave vague internal jargon and said he would escalate the issue to Higher Ups. He told me I would receive a callback within 34 business days. 
No call ever came. 

On XX/XX/XXXX, I called again for an update. I was forced through the same process all over again. This time, I learned there was no documentation whatsoever of my previous callno notes, no escalation, no case number, nothing. They could not even confirm when I had last contacted them.

Over the following three weeks, I called two more times, plus one additional call today. Each time, I had to re-verify my identity, re-submit photos, receive new links, and start from scratch. Todays call involved being transferred three times before I reached a manager who would only tell me what she could not do. She said she would submit yet another trouble ticket, but that I had to call back in 34 business days for an update. She also stated that no case number could be provided because their notes are internal, and again confirmed there were no previous notes from past calls. 

Meanwhile, I am being repeatedly locked out of my online account and forced to reset passwords because the system can not verify the outdated phone number. My cards are close to maxing out, and my situation is becoming desperate. This complete breakdown in communication, lack of accountability, and ongoing negligence from Capital One has left me : -- Late on my XXXX rent -- Unable to order groceries -- Unable to pick up prescription refills -- Struggling to keep my lights and gas on -- Sitting in my home wrapped in multiple blankets because I fear a shutoff notice Capital Ones failure to perform a basic account updatepaired with their refusal to properly document or escalate my casehas placed me in a dangerous and unstable position that directly threatens my health, safety, and ability to survive. 

Please use my XXXX email to contact me regarding this case as I am working with updating my information with CFPB.

Company response to consumer: Closed with explanation