Consumer complaint received 2025-10-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I recently made a payment with Captial one credit card company. My boyfriend paid from his XXXXXXXX XXXX account to make the payment. We attempted to pay with his XXXX XXXX XXXXXXXX XXXX account however we received a message from the Captial one online payment that " It hit a snag '' so we proceeded to pay with his XXXX Account Card which we made the payment on XXXX XXXX in the amount of XXXX card ending XXXX confirmation # XXXX. I received another message from Captial one on XXXX XXXX that the available credit typically be updated within a day of your payment posted date, but it can sometimes take longer. I received another message from Captial one on XXXX XXXX stating they needed to clarify some details about the recent payment and my account and to protect me they have restricted my account with card ending in XXXX requesting that I have bank account owner to verify the account. I called Captial One to with the owner of account. The Captial one representative stated that they needed to verify he was the account owner and the payment of the account. Captial, one proceeded to state they would have to verify the XXXX account and payment. Captial, one called XXXXXXXX XXXX, and they verify that XXXX was the account owner and payment of the account. The Captial one representative stated thank you to XXXX and no other information was requested from XXXX. Captial one representative then stated that they needed to verify the XXXX XXXX XXXXXXXX account. XXXX XXXX at first was hesitant because he did not understand why they needed to verify the XXXX XXXX XXXXXXXX XXXX account if they payment did not process however XXXX XXXX verified the account with XXXX XXXX XXXXXXXX ; he asked why XXXX XXXX XXXXXXXX account was needed to be verify if the payment was coming from his XXXX  Account. Captial one representative stated that the account had to be verify in order to lift the restriction. I asked why was my account restricted? Captial, one stated that is system generated and the system flagged the account. Once the restriction was lifted the credit will be available. I was very upset and asked where I file a complaint with Captial one regarding my experience. Representative stated that the complaint will be registered and there is no follow up on my complaint she can only provide me a case # XXXX. I never been so embarrassed and humiliated. Captial one came across as it I was committing fraud. 
I called Capital one on Monday XXXX XXXX regarding my account and why the payment was still pending. I was informing the payment was on hold and it will clear on XXXX XXXX. I received a call on Friday, XXXX XXXX at work from Captial one from XXXX Captial one at XXXXXXXX XXXX then I received a message from Captial one stating that my account has been restricted again this time all of my Captial One credit card has been restricted. I called Captial one regarding my account. Spoke with representative she stated my account on restriction because they need to verify the account this time they are requesting a bank statement from the owner of the account. I asked to speak with the supervisor because this made absolutely no sense to me the account was verified on Saturday, XX/XX/XXXX with Captial one representative not only was the XXXX  account verify the XXXX XXXX XXXXXXXX account was verify and now you requesting that I have the owner send a bank statement and Captial one does not want to state the reason why they are requesting a bank statement. I asked to speak with a supervisor. I was unsure why would they need another verification if they verified the account on Saturday not only with XXXX  with XXXX XXXX XXXXXXXX. I asked why my account was restricted they stated they have " some concern '' but unable to clarify what was " the concerns ''. on top of my account being restricted they restricted all of my capital credit cards which I found very odd because I stated I was going to file a complaint. Only XXXX of my Captial One cards were restricted now they restricted all of my credit cards until I provide them with a copy of the XXXX banks statement. I asked what in particular are you looking for on the bank statement that is his personal information and why would you need his bank statement if he verified himself and XXXX verified the bank account with Captial one representative. I asked the representative if I was to go into Captial one and pay off my card in Cash would my card still be restricted the representative stated it would be restricted. That tells me this has nothing to do with the payment it appears that because I am going to file a complaint this is what is being done. 
I was given another case # XXXX I find it very odd that making a payment to pay off my credit card has resulted in me being humiliated and excused of fraud. This has been an experience from XXXX! Just to pay off my credit card. I should not have to submit a bank statement in order to make a credit card payment.

Company response to consumer: Closed with explanation