Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
This is a complaint against Capital One. None of the other institutions mentioned here are a problem. Only Capital One. 

On XX/XX/XXXX I added a XXXX Checking account to my Capital One portal as a payment method, and thought I selected it when I made a payment of {$160.00}. 

On XX/XX/XXXX, Capital One charged me {$40.00} for a returned payment, as well as added the {$160.00} balance back to the account. I thought this was extremely strange, because my XXXX account was never below the amount and was always available to process during this period. I was irritated with Capital One 's {$40.00} fee ( they just keep getting bigger ), so I took out a debt consolidation loan from my XXXX XXXX. 

On XX/XX/XXXX I paid off XXXX Capital One cards from my debt consolidation loan, totaling {$9900.00}. Additionally I paid {$180.00} towards a Kohls store card that Capital One recently inherited, out of this loan. ( That store card was advertised to become a general use card in the transition plan, but remained a store card. Another dishonest move by Capital One, but that's unrelated to this complaint ). 

On XX/XX/XXXX ( after the statement close dates of XXXX of XXXX cards I have/ had with Capital One ), Capital One placed all three accounts in a restricted status. A fraud department XXXX called me and claimed they needed proof that I owned the account that tried to make the XX/XX/XXXX payment for {$160.00}. In spite of thinking it was none of their business, I sent them a bank statement showing I owned the XXXX account. 

Nothing changed. I called several times. XXXX of the callers then stated they now also needed proof that I owned a credit union account that I used to pay off my cards on XX/XX/XXXX. Capital One offered to call my credit union directly with me on the line to verify. We did so, and my credit union verified that I own the account. 

After much back & forth, someone finally pointed out that they needed a statement from XXXX bank, not XXXX. Because apparently I had accidentally selected an old XXXX account I had stored in Capital One 's payment methods to make the XX/XX/XXXX payment. ( Can you XXXX how irritated I am with Cap One at this point? ). That XXXX checking account, is XXXX that I closed at the end of XXXX. I asked Capital One if they could call XXXX bank with me on the line, in the same way that they did with my XXXX XXXX. They refused. ( I later learned from XXXX bank, that this is because the XXXX institutions do not have a good relationship. XXXX bank does not trust Capital One. I don't blame them at this point ). 

On XX/XX/XXXX I went to XXXX Bank. They provided me with XXXX documents. XXXX is a statement that I both owned the account, and that the checking account was closed XX/XX/XXXX. The second document was a Checking Summary document at the time of closure which shows my full name, address, and the full account number. Both of those documents have been provided to Capital One. The XXXX XXXX also gave me a print out of transactions which ended XX/XX/XXXX, and does also show Capital One attempting to charge them on XX/XX/XXXX ( {$160.00} ) and again on XX/XX/XXXX ( {$49.00} ) ( I assume this is some inter-bank fee ). The rep told me though, that Capital One does not need this and that it was none of their business. Frankly, I agree. 

Several days after providing Capital One with these documents, I call again. They state that despite my XXXX XXXX previously verifying account ownership with me on the line, they now want a bank statement from my credit union showing that I own the account. I'd had it with Capital One at this point, and went ahead and closed XXXX of the XXXX credit lines with them in response to this. Then I went ahead and sent them a PDF showing the XXXX payments I made on XX/XX/XXXX ( the payoffs ) from the XXXX XXXX side. This document shows my name and account ownership. 

Still, nothing changed. I've called several more times. Now today, XX/XX/XXXX, Capital One is stating the XXXX Bank documents are not enough, and they want to see a transaction statement FROM A CHECKING ACCOUNT THAT HAS BEEN CLOSED FOR NEARLY A YEAR. And they are claiming my pdf showing my credit union ( which has already told these morons that I own the account ) is not valid for their purposes. 

Capital One flat out refuses to escalate me on a call to the XXXX Department to talk to the people that actually look at these documents and make decisions. Instead, their XXXX department just sticks to arbitrary scripts and ambiguous rules about what is and isn't valid proof of anything. 

My perception, is that Capital One has actually chosen to keep these XXXX ( now XXXX ) cards in restricted status for weeks as a business practice to punish consumers who pay off balances.

Company response to consumer: Closed with non-monetary relief