Consumer complaint received 2026-03-31 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: NY

Complaint narrative:
On XX/XX/XXXX, my daughter advocated for me and spoke to XXXX employees of XXXX credit card, who were unhelpful because they were inefficient, incompetent, and uncollaborative even with their coworkers in resolving my credit card issues from XXXX XXXX XXXX XXXX. I'd like to file a complaint against all stakeholders ( e.g., XXXX ( supervisor ), XXXX (? ) XXXX, XXXX XXXX (? ), an unhelpful gal who then transferred our call to XXXX XXXX without context and rendered her useless without repeating the redundant verification process ) to management for help resolving these issues and preventing them from recurring for others too. My newly activated card, which replaced an old card with fraudulent recurring charges ( {$29.00} ), was locked or blocked without informing me of this and then declined repeatedly when I tried to link it to my XXXX XXXX account without any reason as to why it was delinquent with autopay set up and sufficient funds in my bank account. Despite paying {$49.00} on XX/XX/XXXX for the fraudulent charges on XX/XX/XXXX until their investigation was resolved, they declined my payment for this supposed past due amount and then claimed it was late too. With mixed information or no reason on why it was denied and inconsistent protocols by these reps as to whether my account info was transferred to the new credit card account or required a bank account to link with this new credit card, they transferred us in a vicious cycle to various departments while making us wait for them to research what they failed to document from each of the previous reps and without escalating to a supervisor for a resolution at our request or refused to do so by claiming none were available to even call us back, especially if we got disconnected while putting us on hold repeatedly. Furthermore, their fraud verification process was the most archaic, ineffective, and redundant experience ever. They tried to call me to send a verification code when I was calling from the cell phone on my account, which usually disconnects if I try to switch calls or get put on hold for whatever reason, ranging from bandwidth to telephone system issues. In a digital era, they also refused to text or email me the verification code or provide workarounds to accommodate me ( due to these technical difficulties as a tech unsavvy senior citizen ) or mitigate risks of disconnecting without guaranteeing a way to call me back. Hence, this forced us to restart this process repeatedly by calling back, navigating the phone decision-tree directory, and waiting on hold for the incorrect department and then being transferred like on an endless wild goose chase. It seems that their staff pass customers off to someone else or hang up on them due to intentional or unintentional disconnections because nobody seems accountable for solving issues. This frustrates some customers to give up without any resolution while they charge, blame, and/or frustrate them even when they try to comply whenever reasonable. They seem to get away with passing off customers to other reps without any context or notes and proper audit trails with reference or case numbers and without any oversight and repercussions for their actions or lack thereof. They also lack customer service, human-centered design, and accommodations for XXXX XXXX XXXX XXXX XXXX ), and/or tech unsavvy senior citizens when it comes to activating cards to resolving issues. They seem to follow an outdated, insensitive, and frustrating script of regurgitating generic nonsense that is meaningless without any creative proposals or attempts to fix problems. Management needs to review their poor behavior without resolutions or workarounds to comply with financial and XXXX regulations from a customer 's perspective as well as bridge these gaps and optimize their processes. Otherwise, they seem to get away with repeating these mistakes or abuses against the XXXX and/or elderly without relevant training that seems to be lacking without any empathy that is required for solving customers ' problems. It should not be this hard to replace and activate a new card for immediate use. Therefore, it seems the staff are doing this on purpose or their ineffective and rigid processes coerce them to do this without the necessary authority, skills or training to resolve issues creatively with workarounds as contingencies. These poor practices can frustrate customers to the point of causing unnecessary financial, mental, and medical distress.

Company response to consumer: Closed with monetary relief