Consumer complaint received 2025-08-08 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: CT

Complaint narrative:
Subject : Formal Complaint Regarding Account Locking, Unjustified Restrictions & Poor Customer Service I am writing to file a formal complaint against Capital One regarding misleading business practices, breach of contract, and unfair treatment of customers. Specifically, I am frustrated with the unjustified locking of my new Capital One credit card which has a balance of less than {$30.00} and a {$2000.00} credit limit. The card was arbitrarily locked in XXXX XXXX  due to what their automated system flagged as suspicious activity during a routine gas station purchase. Despite verifying my identity multiple times and requesting that the account be unlocked, I have been repeatedly told that it remains locked for my protection, with no clear or legitimate explanation. 
My question is : how is locking my credit card after Ive verified my identity in any way protecting me? 
There were no suspicious transactions on my account, nor were any charges made that I did not authorize. Capital Ones marketing materials promise easy, instant access to credit and a hassle-free experience. Unfortunately, my experience has been the exact opposite. From the moment I used the cardoffered to me through a promotional offerthe account was flagged by their algorithm for an entirely legitimate transaction at a gas station. As a result, my account was locked without prior notice or any valid reason. 
To make matters worse, when I contacted customer service, I was told that my account could not be unlocked unless I provided three ( 3 ) months of bank statements from another bank account. This request is not only unreasonable but also invasive. If this information was required, it should have been requested before my credit card was approved. Given that Capital One already performed a credit check at the time of approval, this additional request for personal banking details feels arbitrary and unnecessary. 
Despite multiple attempts to resolve the issue, Capital Ones customer service agents have been unhelpful, repeating scripted responses without offering meaningful assistance or clarity. I was informed that Capital One reserves the right to freeze or close accounts at its discretion, yet no specific reasons have been provided, nor have I received a clear timeline for resolution. This lack of transparency, delay and uncaring attitude towards customers who got approved for credit, then denied using it, and the lack in resolving the issue feels both deceptive and unfair. 
As a loyal customer, I am frustrated and disappointed by Capital Ones lack of accountability. The freezing of my account, combined with vague customer service responses, suggests the use of bait-and-switch tacticspromising easy access to credit and then preventing customers from using it when needed. Additionally, I am concerned that this wrongful action may negatively impact my credit history, despite having done nothing wrong. 
I am requesting that Capital One immediately unlock my account and restore my access to the credit I am entitled to. Furthermore, I seek assurances that my credit history will not be affected by this unjustified action. 
After reviewing similar complaints from other customers, on the computer I assume this may be part of a broader pattern of bad business practices at Capital One. This seems more than a technological glitch and reflects troubling behavior from the company that needs to be fully investigated. As such, I intend to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ), the XXXX XXXX XXXX XXXX XXXX XXXX, and other federal and state agencies to hold Capital One accountable and to protect other customers from experiencing similar issues. 
Key Issues : 1. Unjustified Account Freezes and Closures Account Locking Without Explanation : Capital One has locked accounts without disclosing the reasons, often due to internal algorithms flagging suspicious behavior without properly verifying or contacting customers. This prevents access to credit, even when the account holds a valid balance. 
These algorithms, designed to protect both customers and the company, are far from perfect. They can be overly cautious or even discriminatory. A minor mistake or an overly aggressive AI system can result in unnecessary account locks, as happened in my case. 
Closing Accounts Without Notice : Capital One has closed accounts without informing customers, which negatively impacts credit scores and makes it harder to access credit in the future. In my case, legitimate transactionssuch as a gas station purchasewere mistakenly flagged as fraudulent. This should not have been considered high-risk, and while the system aims to protect customers, it backfired in this situation. 
2. Deceptive Fine Print & Hidden Terms Complicated Terms : Capital Ones credit card contracts, terms, and conditions are filled with confusing wording, binding arbitration clauses, and hidden fees. This includes sudden APR hikes and unexpected fees that were not disclosed upfront. 
3. Inadequate Customer Service Lack of Transparency : Capital One provides vague and conflicting information regarding disputes, fees, and charges, leaving customers without clear answers. My experience involved being transferred between departments for hours at a time without any resolution. 
Unresponsive or Poor Customer Support : Customers face long wait times, difficulty reaching service representatives, and frequent transfers between departments without clear resolutions. This delay, coupled with unnecessary demands for personal information and proof of income, feels like an invasion of privacy. 
4. Failure to Honor Promises Unfulfilled Promotional Offers : Capital Ones refusal to honor promotional offers, such as introductory rates and rewards, appears to be an example of unfair business practices that harm customers. 
Credit card companies are required by law to treat customers fairly, yet Capital Ones actions suggest otherwise. It seems that the company is more focused on exploiting customers by engaging in practices that violate consumer rights and fail to offer resolutions. While these actions are often justified under the guise of fraud prevention, they become arbitrary when not clearly communicated. Left unresolved, these issues appear to be designed to damage customers ' credit. I see why people are turning away from Capital One, it has a bad reputation, and this involves poor customer treatment.

Company response to consumer: Closed with explanation