Consumer complaint received 2025-09-12 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: NY

Complaint narrative:
On or about XX/XX/year> I received my credit card from Capital One with a {$300.00} approved credit limit with a cash advance option. I activated the card, made a pin to pull off the cash as needed. Used the card at XXXX XXXX XXXX XXXX and then proceeded to a ATM to pull off some cash. After doing so, it told me my card was restricted. I was not able to get the cash off the card as anticipated. I searched for the fraud department to speak to someone about the issue and to release the card so that I could continue to use it. When I called the number I was transferred to the fraud department only to find out I had to wait until the next morning at XXXX to speak to a representative. During that time, I was asked to provide additional documents through a emailed link. I provided the documentation as required. I called to verify they received them anticipating to use the card the same day. I was then told that I will get information in XXXX business days. I requested a supervisor to help with this matter as I was not satisfied with the customer service from the fraud team. He was not able to assist me and seemed to not care about my concerns or complaint. He told me that I had to wait as the team that looks at the documents further is not available to speak to over the phone. I question this as he is able to see the submitted documents. I do not understand how they can approve me for a line of credit before prior identification has been verified when I first applied for the card. I asked to speak to the persons that lift the restriction several times as I also have been locked out of my online account due to this. I am later informed that I can not access my online account until this issue is resolved. I expected to use this card promptly to repair my vehicle. I was told by the manager that they state in the agreement about the process of needing additional information. I do not see this information on the agreement. Also, they requested XXXX bank statements which I find concerning due to the amount requested. I feel that the verification process should be done prior to approval of this credit card. If they needed additional information it should have been asked for before they issued the card to be activated and used. I should not have to wait about XXXX days to use a card they approved me for after I submitted all the required documents they were seeking to lift the restriction so that I could continue to use the card. They asked for my ID number and my social security number several times, my phone numbers as well as my email. This information was all provided when I applied for the card online. They are not preventing fraud by issuing cards and then allowing transactions only to flag the card afterwards. I am very disappointed and frustrated with the situation and service that has been provided to me. Support should be available XXXX as most major credit card companies are. I believe they are taking advantage of my identity as when I told them I was recording my conversation the manager I was speaking to on the recorded line told me that I was not allowed to record my phone conversation with him and he would have to immediately hang up if I continued to record the call. This again, is a concern as I am being recorded on their side of the phone conversation and I am not allowed to record my side? This instantly raised a red flag to me in many aspects. Then I find out they have a lawsuit pending against them which makes me even more uncomfortable with this entire situation. I hope that this is handled appropriately.

Company response to consumer: Closed with explanation