Consumer complaint received 2025-06-08 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: CA

Complaint narrative:
I opened a XXXX credit card account back around XX/XX/XXXX. I called customer service who told me that there was a checking account fraudulently created with my name and social security back in XXXX and that I could continue using my account since they flagged that the checking account wasnt created by me. Last week, I attempted to open a Capital One XXXX account and it led me to a page that said I needed to contact customer service to open a savings account. I contacted customer service with the phone number provided and they told me that they can separate the checking account and my credit card account so that I do not need to call everytime I need to open an account with Capital One. The representative told me to wait for XXXX week for the changes to reflect and then I can proceed to open a savings account. 

This week, I tried to login to my account to pay my credit card bills and once I logged in, the page showed the following message : Let 's Get This Worked Out We're unable to display your accounts because we need to verify some of your account info. Give us a call at XXXX ( XXXX ) XXXX and well sort this out. I called this number on XX/XX/XXXX and was constantly being transferred after explaining my situation and verifying my identity to dozens of representatives who kept transferring me back and forth to different departments from credit card, checking account, fraud services and the IT support. I verified my identity, changed my password twice, and tried to login with the browser and app. XXXX representative told me that I need to ask the next person to delete the fraudulent checking account and told me the account number ended in XXXX. Eventually, I asked to speak with a manager since I was getting nowhere while being transferred and no one was helping me. 

I spoke to a manager named XXXX from the Customer Representative Management department who contracted different people including someone from the Account Activity department to figure out a solution. She told me that I need to create a new username and new account, link the credit card to the account and the checking account would be deleted so there would no longer be a fraud flag on my Capital One account name. I was on the line for XXXX hours before I told XXXX that I would call back tomorrow since I had other responsibilities to deal with and couldnt be on the line for several more hours. I asked XXXX to put in my records that I spoke with her and explain the situation so the next time I call, I wouldnt need to explain too much about what needed to be done. She agreed and said she will put it on my file. She gave me this number which is for the credit card department to call : ( XXXX ) XXXX I called this number on XX/XX/XXXX and told the representative that I spoke with XXXX, a manager and that she wrote notes on my situation. The representative said no notes exist and that I would need to explain to them what happened. I was once again transferred over and over to the same several departments as before and tried different methods including changing my password and verifying my identity with them through SMS code messages, capital one app verification, ID / drivers license verification and gave my social security multiple times to many different representatives. This happened the last time I called on XX/XX/XXXX so the process was repeating once again where I was getting nowhere. The representatives kept transferring me back to the same department I spoke with earlier despite me telling them that I already talked to them and they told me they couldnt help me. I was placed on long holds and sometimes transferred over without me knowing until the line started ringing and someone else answered. Sometimes, I was in the middle of asking a question and they would transfer me without any warning so then I would have to deal with a new representative who had no knowledge of my previous conversations and ask to verify my identity, explain the situation and then transfer me after saying I needed to talk to a different department. 

I started asking for a manager for the last XXXX representatives I spoke with. XXXX of them ignored my request and said a specialist can help me and that there was no need. I told them that I talked to multiple specialists a few days ago and today and then they transferred me without hearing me out. The last person I spoke with couldnt help me either and placed me on long holds before hanging up on me while I was talking. The call ended and I saw that I was on the line for XXXX hours and XXXX minutes this time. It was a long process where no one could help me. 

I was on call with Capital One for a total of around XXXX hours with no resolution. I tried to login today and it shows the same message. I am getting nowhere with calling Capital One and no one will help me despite me talking to different departments, specialists, and a manager. They will not let me speak to another manager and keep passing the torch to the same several departments who the representatives claim can help me. Since XXXX cant login to my account, I am unable to pay my online bills and do not want this to affect my credit score. I have always paid my bills on time and its Capital Ones fiduciary duty to resolve this account issue. I do not want my credit score impacted because of Capital Ones incompetence.

Company response to consumer: Closed with explanation