Consumer complaint received 2025-06-06 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:
Between XXXX and XX/XX/year>, I experienced systemic obstruction and mishandling by Capital One regarding my business credit card account. I opened a Capital One Business Credit Card for my company, XXXX XXXX, in XX/XX/year>, and set up autopay using my USD business account with XXXX  ( a virtual account issued via XXXX XXXX XXXX XXXX  ). Despite this, Capital One silently blocked all payment attempts for around two months without notifying me, even though there are two phone numbers on file for them to contact. 

XX/XX/year> In XX/XX/year>, my card was declined. When I logged in, I saw that the balance was around {$23000.00}. XXXX returned payments appeared in the account history the first time I had seen these. I checked my XXXX balance ( around {$60000.00} in USD alone ) and attempted payment again. 


XX/XX/year> - First conversation with Capital One The agent says they can help me make a payment again and that I need to speak with the fraud team. I inquire about the late fees and interest charges, as I have been attempting to make payments and they are being rejected. The agent tells me Ill need to resolve that with the fraud department. 
I also request that they do not call this number, as it is not my preferred contact and is not listed as the default contact number on my account. He says he will make note. 
I emphasize that this is my only business credit card and I need it working as soon as possible. I make a payment attempt of {$25000.00}, more than the outstanding balance. 


XX/XX/year> The fraud department finally calls but again to the wrong number. 
I reiterate my concerns about interest and fees, stating I have actively tried to pay. Im told that issue will be addressed after verification. 
This marks the third or fourth time Ive asked them to correct my contact info, which XXXX cant edit myself due to system restrictions. 

Fraud department asks me to submit a bank statement with the business name to prove account ownership. I receive an email requesting KYC documentation. I promptly submit : Bank Statement Business Registration Certificate of Incorporation Appointment Letter naming me as Director Register of Directors showing I am 1 of 2 directors Significant Controllers Register showing I hold 50 % of the shares XXXX Account XXXXonfirmation document The representative tells me someone will follow up regarding the rejected payment from the week prior. 


XX/XX/year> An agent calls to inform me they attempted to verify the XXXX account by contacting the bank but were unsuccessful. 
I explain that the bank is located in XXXX XXXX and ask that they call during appropriate business hours. 
I also again ask them to stop calling the incorrect number and to update my contact details. 

XX/XX/year> Capital One calls again, still using the wrong number. I ask them to make a note and call me back as I can not speak. 

XX/XX/year> A third call is received that week again to the incorrect number, despite at least four formal requests to correct this. I am unable to speak. 


XX/XX/year> XXXX hour XXXX call with supervisor XXXX XXXX confirms that Capital One can not accept documentation from XXXX even XXXX it clearly includes both Airwallex and XXXX. 
She says they must speak with XXXX directly. 

We call XXXX together. XXXX confirms this is an Airwallex-issued account and that verification must be done through XXXX. 

I ask for another solution. XXXX suggests a XXXX payment. At first, she can not locate the necessary bank account number. Eventually, she does and we confirm the details together, twice. 

I ask again about the interest and fees. She tells me we can revisit that once the payment is processed and the issue is resolved. 

She also asks that I request from XXXX a confirmation letter from XXXX and to upload it to the email she sends me. 

I again ask them to remove the incorrect number, as I still can not update it myself due to account restrictions. 

Later that day, I initiate a {$25000.00} XXXX  payment from XXXX to Capital One : Amount expected to be received : {$24000.00} Fee charged : {$15.00} On XX/XX/year>, the payment is refunded. 
Failure reason : Recipients account number or account name is invalid. 
Funds are returned and the transfer is cancelled. 

Despite these issues, interest continued to accrue, even though I had been trying to pay for over a month and had the funds available. 

May 1422, 2024 Email escalation with XXXX I escalate via email to XXXX. 
XXXX confirms that they can not provide a statement from XXXX, due to how their banking partnerships are structured. 
They reissue the Global Account Confirmation Letter and provide the same wallet statement I had already submitted. 
I forward these, along with a cover letter and XXXX 's confirmation, to Capital One. I receive no response. 

XX/XX/year> Capital One again calls the wrong number. I inform them again that I can not speak at that moment and ask them to please call the correct number that day. They do not. 


XX/XX/year> I receive a voicemail, to the incorrect number, stating that my account is no longer restricted and asking me to return the call. 

I call back and am told that everything is all good. The agent tells me Ill need to use another U.S.-based bank. I ask to speak with a supervisor.

The supervisor offers conflicting reasons for the failed XXXX : She says she is not permitted to view the reason. 
Then that XXXX rejected the transaction. 
Then says banks like mine can not transact with Capital One I explain that Ive used this account for years to pay recipients of all kinds in the U.S. and worldwide without issue.

After heated exchange, I inform her that I will use my personal account to pay not because I accept liability, but because I no longer want a relationship with Capital One.

I clearly state that I will not be paying the interest, because : I attempted to pay on at least five separate occasions Capital One blocked all of them I provided all requested documentation twice The payment failure was on their end She replies, Oh yes you will, and cites the cardholder agreement. 
I ask to escalate further. She refuses and says there is no one above her. 
I end the call, stating I will call again to speak with someone else. 

I'd like to highlight our bank account has had, and continues to have, sufficient funds for these payments. 

In summary, Capital One : Repeatedly called the wrong number, despite over XXXX formal requests to fix this Requested the same KYC documentation twice Refused to accept valid verification from XXXX, even after XXXX confirmed in writing that no other documents could be provided Restricted both my business and personal cards, and reported the high balance to my personal credit report, damaging my score. 

All supporting documents have been compiled and are available upon request, including : Emails, call logs, and XXXX failure reason KYC documents submitted Statement from XXXX Screenshots of payment attempts and returned transfers

Company response to consumer: Closed with explanation