Consumer complaint received 2026-03-09 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 am filing this complaint regarding XXXX Ones handling of my Capital One Quicksilver credit card account. I have been a Capital One customer since XXXX with an excellent credit history and a credit score above XXXX. I also maintain a Capital One checking account and have always paid my obligations on time and in full. After being approved for the Capital One Quicksilver card in XX/XX/XXXX, I used it for several legitimate travel-related purchases for a total of a little over {$1000.00} while planning an upcoming trip. Capital One allowed these transactions to go through and then placed a restriction on the card shortly afterward. Most of my communication with Capital One occurred by phone. I was instructed to submit documentation to verify my residency and income. I provided my drivers license and three months of bank statements showing my address and the stable income I receive regularly. However, Capital One indicated that this documentation was insufficient, without clearly explaining what additional information was required or why. I was not ableand should not be expectedto show all my income, which includes irregular and variable earnings as XXXX XXXX XXXX XXXX This situation created a serious concern because the bank allowed me to make purchases and then restricted the card shortly afterward. The transactions included travel accommodations, and if those reservations had not had a free cancellation period, I could have been placed in a difficult financial situation if changes to my trip became necessary. In fact, I did need to modify my travel plans due to safety concerns and unrest in XXXX at that time. The credit line on the card is relatively small ( approximately {$5000.00} ), and I had already demonstrated sufficient income to cover the transactions shown in the application. The card was originally opened to use for normal travel expenses and to qualify for the advertised {$200.00} promotional bonus after spending {$500.00}. Despite providing the requested documentation, the restriction has never been properly resolved. I eventually had to cancel and rebook my travel accommodations using another credit card and paid the remaining balance in full. The account now has a zero balance. This experience significantly damaged my trust in Capital One. The process lacked transparency, involved repeated requests for unclear documentation, and resulted in my card remaining restricted despite my cooperation. I intend to close this account and am submitting this complaint so that this experience with Capital One XXXX handling of a long-standing customer is formally documented. This entire experience felt inappropriate and highly concerning. The information I providedrequested only after I had already been approved and allowed to use the cardwould normally be requested upfront during a credit application. Allowing the use of the card first, and then requesting additional documentation afterward, creates an environment that feels suspicious and unfair to any customer. It raises the possibility that the information could be used improperly or, as it appears in my case, to avoid honoring a promotional {$200.00} bonus that I could have easily earned. Practices like this should not be used, as they are inconsistent with standard and reasonable credit procedures.

Company response to consumer: Closed with explanation