Consumer complaint received 2025-06-20 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: FL

Complaint narrative:
Im writing to formally express my extreme frustration and disappointment with the way my Capital One account has been handled.

On XX/XX/year>, I applied for the Capital One Platinum card. I was approved instantly after completing all identity verification stepsincluding ID submission and a live selfie. Later that same day, I was able to create my online account with no issues. 

My card was shipped out on XX/XX/year> and delivered on XX/XX/year>. I activated it on XX/XX/XXXX. I hadnt made any transactions or even had the card active for more than an hour before I got a message saying that my account was restricted. When I called in, I was told it was restricted to protect me from fraud. That made no sensethe card hadnt been used at all. What kind of fraud are you protecting me from if the card was never even touched? 

Still, I complied and was told to upload documents to verify my identity. On XX/XX/year>. That same day, I received the email and submitted everything you asked for : Front and back of my ID Proof of address Three months of bank statements ( XXXX, XXXX, and XXXX it was still XXXX at the time ) Then I waited. The 10-day review window came and went with no call, no update, nothing. When I called back, I was told the first restriction was resolvedbut a second, totally unrelated restriction was placed on my account. How does that even make sense? I hadnt done anything on the account at all. I verified my identity, used the same phone number I signed up with, and provided everything required. 

Even worse, I was told I had to re-upload everything again. So on XXXX, XXXX. I once again uploaded all the requested documents. I called to confirm and was told everything had been received and was fine, and that Id get a call once the documents were reviewed. 

That was another lie. No one ever called. 

On XX/XX/XXXX, I called again, now more frustrated than ever. The agent told me that all of my documents were valid and accepted, except that I hadnt submitted the XXXX XXXX  statementsomething I wasnt even originally told I needed. I submitted XXXX through XXXX because I uploaded documents in XXXX, which were the most recent three months at that time. That was common sense. But again, I put my pride aside and submitted the XXXX statement immediately. 

Then today, on XX/XX/XXXX, I called to follow up yet again. I was told that my case had already been closed back on XXXX XXXX I was never contacted. No call. No email. Nothing. Apparently, after all this, theyre claiming they couldnt verify my proof of income based on the same bank statements that another agent told me were perfectly valid. So whats really going on here? 

Let me be absolutely clear : I have done nothing wrong. 
There is no suspicious activity. 
My documents are valid. 
My identity was verified at account opening. 
Ive now uploaded my personal documents THREE TIMES.

Despite doing everything right, Ive been lied to, misled, and given excuse after excuse while my account remains restricted for no justifiable reason. I trusted Capital One with my sensitive personal information, and now I feel like I was scammed into giving up my private data for no reason. If I hadnt kept calling, I would have never known what was going on. 

This entire experience has been nothing short of unprofessional, unethical, and completely unacceptable. I demand immediate escalation, transparency, and a resolution to this matter. At this point, I no longer trust Capital One to act in good faith with my information or my finances. 


XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation