Consumer complaint received 2026-03-10 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: TX

Complaint narrative:
I am filing a complaint regarding a restriction placed on my Capital One credit card account due to suspected fraud. I have cooperated fully with all verification requests, yet my account remains restricted due to a verification requirement involving a third party that can not comply with XXXX XXXX recorded line policy. On XX/XX/year>, I attempted to use my Capital One credit card to make a payment of {$4000.00} toward a utility bill belonging to my sister with the XXXX XXXX Department XXXX XXXX and XXXX ( XXXX ). My credit card has a {$5000.00} limit, so the transaction was within the available credit limit. The transaction was declined and my account was automatically restricted due to suspected fraud. Immediately after receiving the fraud alert on XX/XX/year>, I contacted Capital One to report the situation and explain that I was attempting to make a legitimate payment. I was informed that the restriction was due to fraud prevention measures and that a XXXX specialist would need to review my account. On XX/XX/year>, I uploaded the requested documentation, including proof of my identification and proof of my address. After reviewing those documents, Capital One informed me that additional documentation was required, specifically documentation related to the utility bill. I submitted a screenshot of the bill ; however, it was rejected because it showed the full outstanding balance rather than the specific {$4000.00} payment amount. The account originally had a total balance of {$16000.00}. The {$4000.00} amount was part of a payment plan arrangement, which is why the bill still reflected the larger total balance. On XX/XX/year>, after not hearing any update, I contacted Capital One again. I was informed that the documentation could not be accepted because the screenshot did not clearly show my sisters name on the bill and did not specifically display the {$4000.00} payment amount. Again, this payment amount was part of a payment plan while the total account balance remained {$16000.00}. On XX/XX/year>, I submitted additional documentation showing my sisters account profile from XXXX that displayed her ownership of the account and the payment of {$4000.00} that had been made as part of the payment plan. However, the Capital One representative stated they still needed documentation clearly showing that the utility account belonged to my sister. I was told the case would be reviewed and that someone would contact me within XXXX business days. By XX/XX/year>, more than XXXX business days had passed and I had not received any communication. I contacted Capital One again to follow up. At that time I was informed that the previously submitted documentation was still not sufficient for their verification requirements. Because of this, I sought further assistance from my sister and the XXXX XXXX Department XXXX XXXX and XXXX ( XXXX ). XXXX was able to send a full receipt to my sister that clearly showed ownership of the account along with the payment details. When this document was reviewed, the Capital One XXXX stated that the documentation appeared acceptable but that they still needed to contact XXXX directly to confirm that the account belonged to my sister. Capital One then arranged a call that included my sister and attempted to verify the account with XXXX. During that process, XXXX confirmed that my sister does have an account with them by verifying the last XXXX digits of her Social Security number. However, XXXX stated that they can not remain on a recorded line due to company policy and therefore ended the call. Capital One representatives acknowledged that the documentation I provided was acceptable but stated they can not lift the restriction unless XXXX confirms the account while remaining on a recorded line. Because XXXX policy does not allow participation on recorded calls, Capital One informed me that the process can not move forward. This situation places me in an impossible position. I have complied with every request made by Capital One and have provided documentation proving the legitimacy of the transaction. The remaining requirement involves a third-party company whose internal policy prevents them from participating in the verification method Capital One requires. As a result, my account remains restricted and I can not access my available credit or the travel rewards points I earned through legitimate purchases. I respectfully request that Capital One review my case and provide a reasonable alternative verification method so that my account access and earned rewards can be restored.

Company response to consumer: Closed with non-monetary relief