Consumer complaint received 2024-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
Capital One has restricted my account, although I have mad every payment in time, and had a growing credit score day by day. 
I was on the phone with agent ROZ102 for 37 minutes ( and before that, with a previous colleague who transferred me to this department ), to ask them about why they have restricted my account, just to learn that 1. they can not tell me why Capital One has randomly blocked my account 2. in order to verify me, and provide me any further information, they need to scan a government issued ID to proceed. 
As a XXXX XXXX XXXX XXXX I do not have such card, and I do not have the legal ability to get one. I explained my situation and told them I can scan a Hungarian ID document ( XXXX is part of the XXXX ), and asked her if that would be acceptable, which she answered with a clear and loud yes. I carefully scanned the card multiple times, upon which she asked me " What ID do you have? '' - I repeat my initial answer and she now tells me that my government issued ID is not valid for Capital One purposes. ( It is a completely valid ID. ) I proceed to ask what documents do they accept from the ones I opened my account with, since the only documents I have are : Hungarian driver 's license, XXXX  ID card, XXXX ID card, address card, XXXX  Passport with XXXX, XXXX card, and XXXX XXXX ID card. They then inform me none of these are accepted. I responded, by explaining that I opened an ACCOUNT with them using these documents, and US immigration law prohibits students on XXXX XXXX ( as well as all other nonresident aliens ) to acquire a U.S. govt. issued ID other than XXXX. The agent repeats : " I need a govt. issued ID. ". Facing a complete lack of basic human intelligence, I ask " then what should I do to re-gain access to my own account? '' - upon which I get the same robotic answer for the next 5-6 times. I tried to explain how absolutely ridiculous these demands sound, since it is completely impossible for me to present such card and she also told me that SSN and Passport will not be accepted. She even put me on hold to consult with a supervisor. Furthermore, I asked whether going in physically to a Capital One office would resolve the issue, upon which she responded that she " can not advise me on that '' and also that " in order to proceed, no matter where, we will ask you to present a government issued ID ''. 

I had the worst experience with Capital One and it will take a long time to restore my faith in the company after this terrible, awful, unmatched and miserable customer service experience. Never in my life have I faced such an incredibly shameful experience, and many other international people have to face the same issues according to online forums. It is completely discriminatory and also leaves many with the only option to close the account, since Capital One locks our money in the account. This would damage the users ' credit scores significantly, which is extremely important if someone imagines their long-term future in the United States and ready to work here or stay for future studies after college. 
I demand Capital One to explain this situation to me and many other victims of this scandal. Do not let people open accounts who will then not be able to access it. I would also like to ask the methods in which you plan to compensate me for facing such a discriminatory, shameful experience, and also losing much of my time and effort that I put in to try fixing these issues. 
With hope that the issue will be resolved soon and peacefully, Sincerely, XXXX.

Company response to consumer: Closed with explanation