Consumer complaint received 2025-03-27 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: UT

Complaint narrative:
Date of Incident : Ongoing since approximately XX/XX/year> ( about 1.5 months ago from XX/XX/year> ) What Happened : I am filing this complaint against Capital One due to their refusal to unlock my checking, savings, and credit card accounts, leaving me without access to my funds for over a month. I am currently XXXX and undergoing XXXX, which has made it impossible for me to meet their strict identity verification demands. Their lack of response and unwillingness to accommodate my medical situation have caused me significant financial hardship. 

About a month and a half ago, around XX/XX/year>, I opened a savings account and checking account with Capital One and made a wire transfer totaling {$100.00} into these accounts. At the same time, I paid {$180.00} on my Capital One credit card. Shortly after, Capital One flagged my accounts for suspicious activity and locked them, requiring me to verify my identity. They demanded a hard copy of my government-issued ID to unlock the accounts. 

I provided copies of my temporary drivers license and digital license, as I never received a physical ID due to my state issuing digital versions. However, Capital One rejected these, insisting on a hard-copy ID. I am unable to obtain one because I have been XXXX  for XXXX treatment since before this issue began. Ive explained this repeatedly, including in an email sent, requesting a reasonable accommodation under the Americans with Disabilities Act ( ADA ) due to my medical condition. 

Despite multiple calls and emails, Capital One has not resolved this. Theyve told me my case has been escalated numerous times, but nothing changes. On XX/XX/year>, I called again because they hadnt responded to my email. The representative I spoke to said they had no idea what the XXXX was and didnt care, refusing to consider my situation or offer alternatives. This dismissive attitude is unacceptable, especially since Im stuck in the XXXX with no access to my money. 

Capital Ones refusal to accept my digital or temporary IDor to offer any workaroundhas left me unable to pay for necessities. I believe their actions violate the XXXX, which requires businesses to make reasonable accommodations for people with XXXX, like accepting alternative ID forms when I cant physically get a hard copy. Their policies seem overly rigid, and their customer service has been unhelpful and disrespectful. 

What the Company Said or Did Capital One locked my accounts and demanded a hard-copy ID, rejecting my temporary and digital licenses. Theyve repeatedly said my case is escalated but provided no resolution. On XX/XX/year>, a representative told me they didnt know or care about the XXXX when I asked for an accommodation, showing no willingness to help. 
How This Affected Me Ive been without access to my funds for over a month, leaving me with no money while XXXX  and undergoing XXXX. This has caused extreme stress and financial hardship, as I cant pay for basic needs. Capital Ones inaction and refusal to accommodate my XXXX have made an already difficult situation much worse. 

What I Want the Company to Do I want Capital One to immediately unlock my accounts by accepting my digital ID, temporary license, or another reasonable alternative, given my medical condition. I also request an apology for their dismissive response and a review of their policies to ensure this doesnt happen to others in similar situations. 

Additional Information This has been ongoing since XXXX XXXX  and Im submitting this on XX/XX/year>. Ive tried resolving this directly with Capital One via emaiXXXX XXXX  direct messages, and phone calls, but theyve been unresponsive or unhelpful. Their latest response on XX/XX/year>, shows theyre ignoring my rights under the XXXX XXXX

Company response to consumer: Closed with explanation