Consumer complaint received 2024-08-14 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:
I submitted the prequalification form and was told that I could apply for the Capital One venture card, which I was immediately approved for. I went through several verification procedures, including XXXX codes and answering questions from reporting agencies. Everything was fine and my card arrived after two or three days and I immediately activated it. I made one purchase at a XXXX for {$40.00} and capital one immediately put a restriction on my account that could only be resolved by submitting documentation and waiting a week to hear back from somebody. I spoke with several representatives who could do nothing for me nor provide any insight as to what triggered this. I was so frustrated after several days of back-and-forth that I finally demanded they transfer me to a supervisor, however, more than one representative not only refused by telling me they were no such people, but then had the audacity to tell me, even if I did speak with somebody higher up That they would restate what Ive been told. Well that may very well be true. Let the supervisor tell me that themselves completely inappropriate for representatives to speak to customers like that. I understand the need for security and fraud protection techniques, however to issue a line of credit to a customer and restrict the account after one transaction for {$40.00} pending review of documents and additional phone verification does not make any sense. This is a card with travel rewards/benefits and my main purpose for opening the account was so I could go on a trip and see family. By the way, I only found out about the restrictions on my card because I went out to dinner and while trying to pay the bill, the card kept getting declined. Embarrassed, unprepared, and confused. I had to call Capital one to be told. No text messages no emails no voicemails despite having those alerts set up. The bottom line is ultimately capital one wanted me to upload my identification Front and back on their website. I immediately obliged did not waste any time and uploaded it then followed up with a phone call to confirm they had received it and find out what the next steps would be. I was given some vague response that I could take 10 days to hear from them and that I needed to keep my line free and glued to my phone so I didnt miss this call. Excuse me? I have A career and a family and responsibilities to tend. Who can just keep their line free and attached to their phone waiting on a call with no specific time or date?? 

Capital one did finally call me after several days to tell me my account restriction could NOT be lifted ever. No reason for this mind you. Excuse me? A hard pull to my credit, account opened, 1 small charge.. and ultimately a company decision to PERMANENTLY RESTRICT my card this is absolutely not proper way a creditor to conduct themselves. Further research indicates this is actually very common. Capital one issues a card, restricts it without reason, asks for documents which the customer provides only for them to say their decision is now final and have a nice life. Playing games with peoples credit selective discrimination at minimum oh and by the way now CapitalOne is harassing and threatening me to pay the {$40.00} transaction AND the {$99.00} annual fee for the Venture card. Despite only allowing me to be customer for one day and swipe one time!! 


Heres the thing : they issued me a line of credit after satisfactorily meeting the guidelines. They asked for documents which I provided immediately : Valid, legal documents ( drivers license )! They then respond as if Im a criminal and tell me the restriction is permanent. Why? I didnt violate any terms. Whats interesting is Im worthy of credit until they are able to identify my race, gender, speculate my religious preferences, then Im immediately shut down!

I pay my bills and Im an honest American. I work a legitimate job and pay taxes and respect my fellow citizens. Capital one should be ashamed of themselves and seriously reassess whatever is going on internally thats issuing out lines of credit, just to immediately restrict, and then refuse documents that federal regulations say they have to accept!! 


I want my account restriction lifted!!! 

Or at the very least an explanation as to why I was worthy of credit until 1 transaction aXXXX XXXX I have never felt so targeted/victimized in my life. And judging by the amount of other complaints stating the same thing, clearly this is Capitalone violating customers and abusing their position/abilities! 

By the way the current balance on the account will be paid when capitalone acknowledges my complaint and has someone contact me.

Company response to consumer: Closed with explanation