Consumer complaint received 2026-01-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NM

Complaint narrative:
On XX/XX/XXXX, my small business began switching cell phone providers from XXXX to XXXX. XXXX requires a separate purchase for each individual phone line, resulting in several identical transactions. The process was slow, so we completed purchases for some lines on XX/XX/XXXX and continued the remaining purchases on XX/XX/XXXX. All transactions were legitimate business expenses.After several purchases on XX/XX/XXXX, the account was flagged for suspected fraud. I called XXXX XXXX customer service twice that day ( at approximately XXXXXXXX XXXX XXXX XXXX XXXX XXXX  ), fully explained the legitimate nature of the transactions ( multiple identical purchases required by XXXX for separate phone lines ), and the agent assured me they would add a note to the account and that I could continue making the necessary cell phone plan purchases without issue. No warning was given that continuing could result in permanent closure or rewards forfeiture. Relying on those assurances, I proceeded with additional purchases. On XX/XX/XXXX, I called customer service twice more ( at approximately XXXX XXXX XXXX XXXX XXXX XXXX XXXX Later that day ( XX/XX/XXXX ), the account entered a permanent lockdown. During the XX/XX/XXXX calls, I was instructed to submit identification for verification via an emailed upload link. I promptly took clear photographs of my driver 's license using my XXXX ( which saves images in HEIC format ). The upload system would not accept XXXX files, so I opened the photos in Preview on my XXXX, exported them as a standard PDF ( with no edits or alterations ), and submitted the PDF through their system on XX/XX/XXXX, as requested. On XX/XX/XXXX, I called again ( at approximately XXXX AM MST ) to follow up and was informed that the account would be permanently closed and all accrued rewards ( {$31000.00} ) would be forfeited. The representative stated that the company 's AI verification system had flagged the submitted ID as potentially tampered with. This is incorrect the only change made was a standard format conversion from XXXX to PDF to comply with the upload requirements ; no tampering occurred. These transactions were entirely legitimate business expenses, and there was no actual fraud. Despite XXXX proactive calls across XX/XX/XXXX ( with clear explanations and agent assurances to continue purchases ), full compliance with the ID verification request on XX/XX/XXXX, and no prior warning of permanent consequences, Capital One permanently closed the account and forfeited the rewards. This has caused severe disruption to my small business operations, as employees rely on these cards for fuel and supplies, and the forfeited rewards were intended for a committed equipment purchase.I am seeking reinstatement of the account, restoration of the full {$31000.00} in rewards ( or equivalent statement credit ), and resolution of this matter.

Company response to consumer: Closed with explanation