Consumer complaint received 2025-09-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
I am filing this updated complaint against Capital One for continued wrongful restriction of my XXXX credit card ( ending in XXXX ), denial of identity verification using my valid XXXX  passport, and refusal to refund a {$200.00} negative balance ( credit from a refund ). This follows my prior CFPB complaint # XXXX ( filed XX/XX/year> ; closed with unsatisfactory " closed with explanation '' response on XX/XX/year> ), where I detailed the initial freeze on XX/XX/year>, after a flagged flight booking. Despite multiple assurances from agents/supervisors that my passport was acceptable due to my non-resident status, the card remains frozen, leaving me financially stranded abroad. 
Recap of original issue : As a non-U.S. resident/citizen ( XXXX  XXXX, currently in XXXX awaiting XXXX studies ; valid XXXX XXXX XXXX XXXX address XXXX XXXX phone XXXX, I can not obtain a XXXX state-issued ID. On XX/XX/XXXX, I spent XXXX hours on calls ; supervisors noted this and permitted passport upload via link. After technical struggles ( multiple devices/browsers/VPNs ), the system accepted it and confirmed restriction lift. However, the card stayed frozen. On XX/XX/XXXX, agents contradicted this, demanding state ID. Capital One 's response to my prior complaint claimed " missing information '' without specifics, avoiding explicit passport rejectionlikely to evade discrimination claims. 
New developments : On XX/XX/year> ( XXXX months after freeze ), I called again. Frontline rep insisted on state ID only. Escalated to supervisor, who was initially helpful and provided two upload links for my passport as a " courtesy '' ( admitting it's not standard policy, only driver 's licenses/state IDs ). First upload succeeded ; second ( real time picture of the passport taken ) was visually XXXX confirmed " perfect '' and " clear, '' acknowledging readability. However, their automated tool rejected it. When asked for the exact rejection reason and alternatives, she refused to explain, stating " I can not tell you. '' I referenced XXXX CFR 1020.220 ( allowing foreign passports for non-U.S. persons ' verification ) and noted the call was recorded ; she rephrased but ended abruptly and hung up. 
This inconsistent, opaque enforcement violates ECOA ( 15 U.S.C. 1691 ) by discriminating based on national originrequiring XXXX IDs creates barriers for non-citizens without reasonable alternatives. It also breaches Reg Z ( 12 CFR 1026.11 ) by withholding my {$200.00} credit balance ( must refund within 7 days of request ). As a student abroad, this card is my only XXXX financial tool ; the freeze has caused international call costs and hardship. Capital One 's " courtesy '' exception and tool rejection highlight arbitrary policies, not risk-based verification. 

Capital One can not state that I have not provided the documents they require. 
On multiple occasions, and on multiple calls with their fraud prevention team, the representative confirms that the picture is clear and legible. Before attempting to do a manual check that would take upto 2 weeks. 
It's been about two months and no progress has been made.

Company response to consumer: Closed with explanation