Consumer complaint received 2024-09-25 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: IN

Complaint narrative:
I was in the website XXXX XXXX around XX/XX/XXXX looking for a way to better my credit score. They advised that a secured credit card could help me and that I had a couple options. Capital one is the card company I chose to go with. I would need to pay XXXX $ and that would be my credit limit. So I applied was approved and the next step was for me to pay the XXXX $ and I would receive my new card in the mail in around XXXX business days. So I paid the XXXX $ and about and about that went by and I received my capital one card. I had given all of my information in the application. When I received my card I was anxious to use it since my XXXX $ cash was added to this card. I tried to activate it via the paperwork but it was telling me it was already activated. So I called capital one and told them what was happening and they advised it was ready to be used that somehow it got activated.they didnt know how tho. On XX/XX/XXXX I first used my new card st a gas station to get some gas and a couple drinks I believe. Later that day I wanted to get something to eat with the card then I was going to pay it off. When I went to use it, it was declined. I looked at my account on line and it said that my account had been restricted. So on XX/XX/XXXX I called the customer service phone number and told them about my card being restricted. They advised it was just a security reason and asked if I could now provide them with more information. They wanted me to verify my mailing address by mailing them a utility bill, send last XXXX bank statements and a copy of my ID. When I asked why they needed more they said just to verify my identity. I dont have a utility bill in my name so I asked what to send them. I said will my XXXX phone bill work. They said it should. They sent me a link to submit the documents and I did not receive it. So I called them back the next day and they said it was an accident. But I now had to wait XXXX more hours before I could send in my forms. It was Friday. On Monday I told them that I didnt receive the link to send all my documents on. So I had them resend it to a different email and it came through immediately. I then uploaded my XXXX bill, Id, and last XXXX bank statements from the bank they already had on file from when I paid the XXXX XXXX I called the next day and asked had they received them. They advised they had and that someone would get back to me with the next 8 days. After about 9 days of not hearing anything I called them back and said I havent heard anything. They looked at my documents and told me I needed a utility bill. I told them I dont have one they said send a different bank statement with my current address on it. So I had to have them resend me the link so I could again upload my documents. I then sent them my other bank statements on XX/XX/XXXX. After a few days I called them to make sure they got it and they Said yes they will call my bank right now and we could verify my address togethor and it would be good to go. So we called my bank they said yes I do have an account there and the capital one person asked if my bank would tell them my bank account number. My banks policy is to not share my account number over the phone. Even with my permission they wouldnt do it. So the capital one person told me to send them a different bank statement. So I opened a new bank especially for the reason I could get capital one the info they wanted. Capital one told me they would send me a new link to update my bank statements address. Which when we called my bank my bank told them yes this is his address. So I dont know why they needed my XXXX bank account number. I have not gotten a new link. I check my account and it said I had XXXX $ available somewhere during all that. So I thought well maybe they will close my account. No it is open and they took out the XXXX $ from the only time I ever used the card and immediately add a XXXX $ late fee for not paying my bill. That was XX/XX/XXXX when they added XXXX $ fee, I noticed it on XXXX after I had talked to them in the phone. But I wasnt told I had a balance at that time. Now they have added another XXXX $ fee and a couple interest charges. So they are taking my money that I prepaid. On XX/XX/XXXX they added it to my credit bureau that I was 30 days late and said I owed them XXXX $ for using my card XXXX time for XXXX XXXX And they havent said anything else.

Company response to consumer: Closed with monetary relief