Consumer complaint received 2025-06-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC

Complaint narrative:
The backstory is that I am on XXXX XXXX XXXXXXXX. Because of that recent approval, I was awarded a large sum of money in back pay by XXXX which was deposited into my Capital One Checking Account. I then received a bill from my XXXX XXXX XXXX company requiring me to pay back this large sum to them because it was owed to them. They allowed this large sum to be paid on credit card but I only have XXXX XXXX and XXXX and the XXXX XXXX doesn't accept XXXX XXXX so I had to use my Capital One XXXX credit card which only has a {$19000.00} credit limit on it. I called Capital One to verify I could use my credit card, pay the max of {$19000.00}, pay it off the next day, pay another {$19000.00}, and pay it off the following day, etc. until I paid off my large bill owed to my XXXX Capital One said, yes I could do this. 

So I paid off my large sum over a few weeks in XX/XX/scrub> 2025. Then, near the end of XXXX, I get a call from Capital One Fraud Department stating they have restricted not only my Capital One Credit Card but also my Kohls Card with them until I sent them a XXXX statement proving I own the Checking Account that was used to pay off the credit card. The checking account is with Capital One. I asked them why they did not have access to this information and that I can vouch that I did pay for this large sum on my credit card and paid it off and it wasn't fraud. They didn't accept this information and said that " for your safety, we do not work with the capital one banking side. '' How does that make any sense?? 

I told them that I did not have a XXXX statement as XXXX was not done yet and that I NEEDED my credit card to be able to pay bills, buy groceries, etc. They didn't care. I then called Capital One Checking Account and they said they could provide me with a XXXX statement through that date which was XX/XX/scrub> 2025. They said it would be sent within XXXX business day via secure email. 

The next day, I received the statement from Capital One banking and uploaded it to the Capital One Fraud portal via the email they had sent me days earlier. Then I called them a day or two later since no one had called me after I uploaded the statement and I needed an update so I could use my credit card. 

They told me that the statement I uploaded was NOT ACCEPTABLE but would NOT tell me why or what exactly I needed or what was missing. They said they would only accept the " official '' complete statement from XXXX when it is release sometime in XXXX. I became so upset because I have no way to pay bills, get groceries, etc. I asked to speak with a manager. He also gave me NO information and was of NO help and would NOT tell me anything that was needed or missing except that I could only upload the " official '' statement from Capital One Checking Acct. I then called Capital One Checking Acct and asked when the XXXX statement would be available. They said XX/XX/XXXX but that " it might show up by XX/XX/XXXX. '' So on XX/XX/scrub> 2025, I found that the statement did in fact show up. I uploaded it that day to the Capital One Fraud portal. I waited 2 days and heard nothing back so I called them today, XX/XX/scrub> 2025 and they told me that they have 1-10 BUSINESS days to look at the info and make a decision. I told her that this is wildly unacceptable and an extreme burden that they have placed on me and that in a few days I have an over {$2000.00} bill for insurance that is direct debit for my car insurance and that if it's declined I will lose my car insurance even because they do not accept XXXX XXXX XXXX XXXX  I asked for this to be expedited because it's been weeks now of this run around from Capital One Fraud Department. 

This is THE MOST asinine process I have EVER heard of and experienced. I get trying to prevent fraud but this has put an undue amount of hardship on me and they also do not provide any details on what they need exactly, why they don't work with their own companies banking side, why it takes weeks to do this, why they can't expedite this, etc. Each time I call I am asked to put in my representative 's extension too but I do not even know her name let alone her extension because it was never given to me. Their policies need updating because they could cause people to go hungry, lose insurance, get in trouble with other creditors for not paying bills, etc.

Company response to consumer: Closed with explanation