Consumer complaint received 2025-12-27 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: CO

Complaint narrative:
Your Name : XXXX XXXX Company : Capital One Product : Credit Card Account : Joint account ( husband also account holder ) Complaint Summary I am submitting this complaint regarding Capital Ones repeated and inconsistent handling of fraud verification on my account, which has resulted in unreasonable restrictions, repeated documentation requests, and poor customer service despite my full cooperation. 



Detailed Description On XX/XX/XXXX, I spoke with a Capital One fraud representative who reviewed my account and verified the charges with me verbally. During that call, I was asked to submit a photo of my government-issued ID. I complied immediately. I was then explicitly told that I was cleared, my identity was verified, and my card was unrestricted. 

Less than 24 hours later, I received another fraud alert. I was again required to submit photos of my ID and verification of my address, and I was informed that the review process could take up to 10 days. 

On XX/XX/XXXX, Capital One attempted to contact me but did not leave a message. Instead, they called my husband, who is a joint account holder, but refused to provide him with any information. I returned the call today and was told that the previously submitted photos of my ID were considered too blurry. 

I then spoke with a supervisor identified as XXXX ( Badge ID : XXXX ). She informed me that : There was no higher supervisor available for me to speak with I would need to submit my ID for the third time Although she confirmed the new photos were clear, the 10-day verification period would restart again At no point was I notified earlier that the prior submissions were insufficient, nor was any urgency applied despite the fact that Capital One had already confirmed my identity and cleared my account days earlier.

Impact on Me This situation has caused significant frustration, disruption, and concern. My husband and I spend approximately {$30000.00} per month on this card, and the repeated restrictions, conflicting information, and lack of escalation options represent unacceptable customer service, particularly for a long-standing, high-usage account.

I have fully cooperated at every step and complied with all verification requests, yet the process has been repeatedly restarted without clear justification or accountability.

Resolution Requested I respectfully request that Capital One : 1. Conduct a full review of how my fraud verification was handled 2. Provide a clear explanation for the repeated reversals and delays 3. Complete identity verification without restarting arbitrary waiting periods 4. Ensure my account is properly reviewed and not subjected to unnecessary future disruptions 5. Improve escalation access and communication during fraud investigations Closing I appreciate the CFPBs assistance in reviewing this matter and ensuring Capital One provides a fair, timely, and reasonable resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation