Consumer complaint received 2026-01-12 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: AZ

Complaint narrative:
XX/XX/XXXX or XXXX, I called CapitalOne to find out why my card and account was not working. I was told that my account had been out on hold and they could not provide any details as to when it was put on hold or why it was put on hold. I asked that all late charges be dropped since I was unable to access my account, see any statements or charges and make payments in line. I was told that they could not access any information on my account since it was on hold, but that they would put a not stating my request. I was then transferred to their fraud department. They told me that my account was on hold due to suspected fraud activity and that it would be XXXX to XXXX business days to get resolved. 

I called back on the XXXX and was told they did not know why my account was on hold. I was transferred to the fraud department and told the same thing as before. I asked to speak with a supervisor. The supervisor said they would escalate this since it was clearly past the amount of time allotted for resolution. I asked to speak with someone that could get this resolved or their manager and I was told there is no one else that I could speak with and that I would just have to wait. I was also told that I should not call back, that they would call me if needed. 

I called back on the XXXX. I asked why I was still locked out of my account. They indicated that it was because I had not made a payment. I then stated that I have called multiple time to get me account unlocked and I did not understand why they were now telling me it was because I had not made a payment. I asked the representative to send me statements since my account was still locked and I was unable to access anything. The representative indicated they would have my statements sent to me via email and also indicated that I had a concern in which I sent in bank statement to prove that the account I was using to make payments was owned by me. I told them that was from the 1st time CapitalOne put my account on hold and I provided everything they required and that it was not the current reason my account was on hold. Based upon the responses I was provided from me previous calls mad on XX/XX/XXXX and XXXX. The representative said I would have to speak with their fraud department and transferred me. The fraud department representative indicated it would be 1 to 3 business day to get things resolved. I pointed out that I had been trying to get this resolved since the XXXX of XXXX so they indicated I would have to speak with a manager. They transferred me to a manager. The manager indicated that it clearly was to long for a resolution and would escalate the issue. I again pointed out I had called multiple times since the XXXX. They said they would ask for a full review and that it would be up to XXXX business days to get resolved. I asked who I could speak with and they indicated that there was no one else that could be spoken to about this issue. 

I am still waiting for CapitalOne to unlock my account and provide details as to why this account was put on hold in the 1st place, beyond the simple statement of suspected fraudulent activity. I have again asked when I should expect that this issue be resolved and was told that they could not tell me and that I would just have to wait for the process to completed without any expectation of when anything would be resolved.

Company response to consumer: Closed with monetary relief