Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
I am submitting this complaint regarding XXXX XXXX  handling of my application for a Capital One Spark Business credit card and their failure to provide a meaningful explanation or resolution related to an identity verification denial. 

On XX/XX/year>, I applied for a Capital One Spark Business credit card for my newly formed entity, XXXX XXXX XXXX. I am a long-time Capital One customer and currently maintain multiple personal accounts with them, including checking, savings, and XXXX personal credit cards, all in good standing. 

On XX/XX/year>, Capital One requested additional documentation to verify my identity and business. That same day, I uploaded the following materials : My Nevada XXXX XXXX XXXX IRS XXXX confirmation letter A scanned copy of my valid XXXX passport Despite providing these documents promptly, on XX/XX/year>, I received an adverse action notice denying my application for the stated reason : Based on your application information, applicants identity can not be verified. 

On XX/XX/year>, I contacted XXXX XXXX  credit application department seeking clarification. I was transferred repeatedly between the application department and the XXXX department, and I was informed that I could not speak directly with underwriting. No representative was able to identify what specific information was missing or insufficient to verify my identity. 

Following the instructions in the adverse action letter, I mailed a written appeal to XXXX XXXX XXXX XXXX XXXX in XXXX XXXX XXXX. This package included physical copies of all previously submitted documentation, as well as my Articles of Organization and Initial List of Members filed with the State of Nevada. I sent this package via certified mail, and delivery was confirmed on XX/XX/year>. 

XXXX XXXX  written documentation request stated that I was required to submit XXXX primary business document that matched both the business name and physical address on my application, and specifically listed Articles of XXXX as an acceptable primary document. The same letter further stated that if the primary document did not match the information on the account, I could instead submit XXXX secondary documents, such as an IRS letter assigning an XXXX and a government-issued business license. 

In compliance with these instructions, I submitted my Articles of XXXX filed with the State of Nevada as the primary document. In addition, and out of an abundance of caution, I also submitted XXXX secondary documents : my IRS letter assigning the XXXX and my government-issued Nevada business XXXX. All submitted documents reflected the same business name and physical address used in the application. 

Despite providing the exact primary document requested, and further providing secondary documentation that exceeded XXXX XXXX  stated requirements, my application was still denied for inability to verify identity. Capital One has never explained why these documents were deemed insufficient or what additional documentation, if any, would be required to resolve the issue. 

On XX/XX/year>, I contacted Capital One again to inquire about next steps. I was once more transferred between departments and was told only that Capital One would respond within XXXX business days of receiving my mailed documentation. 

On XX/XX/year>, I contacted Capital One again to confirm receipt of my appeal and requested a manual reconsideration of my application. I explicitly declined authorization for any additional hard inquiries on my credit report, as the denial was related to identity verification and not creditworthiness. After escalating the matter to a supervisor and spending approximately an hour on the call, I was told my only options were : To allow a manual review that would likely result in another hard credit inquiry, or To reapply in 30 days, which would also result in another hard credit inquiry At no point was I provided with a specific explanation of why my identity could not be verified, nor was I informed what additional XXXX XXXX resolve the issue. I provided my Social Security number on the application, and the XXXX XXXX XXXX clearly reflect my name, the business name, and the address used in the application. 

As a result of XXXX XXXX  actions, I have experienced unnecessary delays in obtaining business credit, wasted significant time attempting to resolve the matter through customer service, and faced pressure to incur additional hard credit inquiries without any explanation of how doing so would resolve the underlying issue. 

Thank you for your assistance in reviewing this matter.

Company response to consumer: Closed with explanation