Consumer complaint received 2025-06-12 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: TN

Complaint narrative:
On XX/XX/2025, I received a preapproval letter from Capital One for a Quicksilver credit card. I applied, was approved, and immediately linked the new card to my Capital One profile. That same day, I used the card to pay several bills, including XXXX, XXXX XXXX and rentall linked to my verified billing and mailing address. However, on XX/XX/XXXX, shortly after paying rent, my card was restricted without any prior notification. 

On XX/XX/XXXX, I contacted Capital One to understand the issue, as I had received no calls, emails, or alerts regarding the restriction. I was informed that I needed to verify my identity by uploading my drivers license and proof of address, which I did by XXXX XXXX  XXXX. Despite this, I did not receive any response from Capital One, so I followed up on XX/XX/XXXX. At that time, I was told the verification process could take up to 10 business days. 

Frustrated by the delay, I requested a supervisor, who then asked me to submit a new copy of my drivers license with a different background. Although I questioned this request, I complied while still on the call. After verifying my license, the supervisor required further confirmation of my billing address. To do this, I was asked to authenticate my account through XXXX XXXX system and wait on hold for a live representative, who ultimately confirmed my address. 

Next, the Capital One supervisor required additional verification of my phone number. He called the number associated with my Capital One profile, asked me to answer, and briefly disconnected before returning to confirm my identity. At this point, he assured me that my account restrictions were lifted. I tested my access by logging into multiple devices and browsers and found that my account remained restricted for a period before finally becoming accessible. 

Later that day, my new card was stolen from my mailboxthe same verified mailing address used on my account, preapproval letter, drivers license, and XXXX bill. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXX, I received a call from an unrecognized numberon a phone line that was not linked to my Capital One account. I did not answer, but the voicemail stated that I needed to verify my account again. Upon attempting to log in, I discovered that my online profile had been locked. 

When I returned the call, I was informed that not only was my new credit card blocked, but my longstanding account ( active since XXXX ) and my Capital One online profile were also frozen, along with my auto loan account. A supervisor admitted that there was no reason listed for the fraud flag, but I was now being asked to provide proof of employment and incomeadditional requirements unrelated to the new account. 

Despite verifying my identity multiple times through official documentation and third-party authentication, my accounts remain blocked as of XX/XX/2025, at XXXXXXXX XXXX XXXXXXXX. I have received no follow-up communication from Capital One and refuse to make payments while my accounts remain restricted without justification. 

This repeated verification process, lack of transparency, and escalation of restrictions after providing an image of my drivers license raise concerns about unfair and discriminatory treatment.

Company response to consumer: Closed with explanation