Consumer complaint received 2025-11-27 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: AZ

Complaint narrative:
On XX/XX/XXXX I applied and was then approved for a credit card. The following day on XX/XX/XXXX, I saw my account had been " restricted ''. I called on XX/XX/XXXX to see why my account was " restricted '' and to also update my address. I was transferred to an " account XXXX '' which turned out to be their fraud dept. I was asked if I applied for the credit card and then told I had to verify my identity by submitting photos of my drivers license and a live selfie while staying on phone with fraud rep. However, during the process it got disconnected, which could have been my fault, but I don't know for sure. I immediately called back and began same process. Which upon completion showed me a screen that said something along the lines " your identity was successfully verified '' at which point fraud rep removed " restriction '' on account and transferred me back to a customer service rep who then updated my address. On XX/XX/XXXX, I logged into my account which a screen popped up saying " Account Locked. For security we've locked your account because of too many invalid sign-ins. Give us a call at XXXX and we'll help you sort this out ''. I thought it was odd that it said it was locked for " too many invalid sign-ins '' because that's impossible because both my password and username are saved and could only sign-in using my fingerprint. The only logical reason could be a possible hacker that tried logging in but if that did happen, I would have been alerted by email, which I hadnt. I called on XX/XX/XXXX, again, I had to be transferred to their account XXXXXXXX XXXX XXXX The fraud rep told me that I had to verify my identity, again? I asked why when I just verified my identity less than a week ago ( approx. XXXX  days prior )? XXXX rep said what sounded like a scripted answer " that we need to make sure you where the one who opened account and to verify your identity ''. Which didn't answer my question. The only reasonable and logical reasoning was flat out XXXX profiling by see my " XXXX name ''. Why would someone have to verify their identity more than once let alone XXXX  in a week?! I am very upset with my experience. I understand and agree with security measures but having to go through it twice and the second time was told to expect up to XXXX  days to review my submitted docs and have to wait for their review XXXX to call me and if I miss their call can't just call them back, I would have to request for them to call me back again but couldn't be given a specific date or time. I work XXXX jobs and can't sit and stare at phone waiting for their account XXXX to call me back! Very upset at such treatment especially a new customer. I will speak of my experience with Capital One and their XXXX discrimination on my vlog ( with over XXXX subscribers ). So other people know about this and hope CFPB and any other complaints I file will do something about this. Not to mention, the reason given for account being locked was because of " too many invalid sign-ins '' was a flat out lie.

Company response to consumer: Closed with explanation