Consumer complaint received 2025-12-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
Formal Demand Immediate Restoration of Online Account Access ( Case No. XXXX ) On XX/XX/year>, I submitted an identity theft report and sworn statement explaining that my Capital One credit card account was fraudulently disputed through the credit bureaus by an unauthorized third party. I did not initiate any fraud or identity theft disputes on this account. I am a victim of identity theft, and the bureau disputes were not made by me. Capital One confirmed receipt of this documentation. 

On XX/XX/year>, I contacted Capital Ones Fraud and Disputes Department. During that call, which began at approximately XXXXXXXX XXXX XXXX and concluded at approximately XXXXXXXX XXXX XXXX, I spoke with XXXX, an account supervisor/manager, who confirmed my case and provided case number XXXX. Despite this confirmation and my completed identity verification, I continue to be denied access to my online account portal and account management features. 

Capital Ones continued restriction of my account access prevents me from viewing account statements, monitoring activity, and managing the account responsibly. Even though no payment is currently due, denying access to account information and payment functionality interferes with my ability to review statements, confirm account status, and exercise my consumer rights in a timely manner. Ongoing investigation does not justify a complete denial of reasonable account access where identity has been verified and no fraudulent activity by the accountholder has been identified. 

I am not disputing Capital Ones right to investigate potential fraud ; however, that investigation must not unreasonably impair my access to my own credit account. At a minimum, I am entitled to view my statements, confirm balances, and maintain the ability to make payments while the review is ongoing. Continued denial of access creates unnecessary risk of harm and is not a proportionate or reasonable security measure under these circumstances. 
Accordingly, I formally demand immediate restoration of my online account access so I may view statements and manage the account. If Capital One is unwilling to restore full portal access immediately, I demand same-day alternative access to current and recent account statements and a functional payment method while the investigation proceeds. I also request written confirmation of the investigation status, a clear explanation of any remaining verification steps, and an expected timeline for resolution under case number XXXX. 

Please treat this correspondence as a formal notice and preserve all related records, including call recordings, internal case notes, dispute coding, bureau communications, and account access logs. If account access is not promptly restored or a reasonable alternative is not provided, I will pursue escalation through appropriate regulatory and consumer complaint channels.

Company response to consumer: Closed with explanation