Consumer complaint received 2023-12-22 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: MA

Complaint narrative:
I am writing to complain about how Capital One is handling my on line credit card purchases for the account ending in XXXX. The decline almost every transaction, stating that it is " suspicious '' as fraud. Almost EVERY transaction. 

Usually they just send a text asking me to confirm that it was me doing the transaction. Sometimes, they make me call in and their automated system will ask me to confirm the transaction, and then says to resubmit the transaction and they will unlock the card. 

Today, XX/XX/2023, was different. I had to call in, there was no automated verification, so I had to wait on hold. I punched in confirming information ( which they want to know it's me ) and then was on hold for another XXXX minutes waiting for a representative. The representative was courteous, but had no choice as " the system '' required her to ask all these questions as my account had once again been flagged as suspected fraud over this latest {$8.00} online transaction. Even though they confirmed my phone number I was calling from, they wanted all of this information : 1. My full name 2. My address 3. My phone numbers ( both the one I was using to call them and the other one I never use but is the house land line phone ) 4. My credit card ending numbers 5. My credit card CVV number 6. To verify a transaction from 2 weeks prior 7. To verify a transaction previous to that ( both of these were transactions they declined and I gave up and used my XXXX card to make the purchases ) 8. Asked if I had the card in my possession.

9. Asked if I knew my online banking credentials for sign in.

10 Asked if I had signed in to online banking in XXXX ( XXXX months prior ). 

ONLY then did they ask me about the {$8.00} transaction. 

WHY did they have to ask all that information when they KNEW I was calling from a number they have on file and then pester me with all those questions when it was obvious it was me on the phone. 

What bothers me most is that they do this for almost EVERY transaction - using the card has become a problem because they constantly decline my transactions. It has gotten to the point where I'm using other cards instead of theirs because they decline all of my transactions until I call in XXXX other cards do not.

This account has not had fraud on it, and I have had the account for quite some time. There is something wrong with their fraud flag system if they reject almost every on line transaction I attempt to make, particularly when others don't. And this time, I had to spend XXXX  minutes on the phone answering a ridiculous amount of questions when they knew I was calling my the phone number they have on file!! And asking about signing in to online banking XXXX  months ago or to verify transactions from weeks ago? Ridiculous. 

I'd like you to raise this with them as it's no longer for my protection, but clearly to stop me from making online transactions. Their fraud flag system flags everything!!

Company response to consumer: Closed with explanation