Consumer complaint received 2025-02-18 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: OH

Complaint narrative:
{$6600.00} was the new balance to be paid on my capital one credit card by XX/XX/XXXX. Of that balance {$1200.00} was to be paid by a business that I am an authorized signer on. I scheduled the ACH payment on XX/XX/XXXX from account ending XXXX but unfortunately an employee error resulted within our company and we failed to give authorization with my banks system of authorization and the payment was returned on XX/XX/XXXX. Once I realized my error I scheduled the payment again on XX/XX/XXXX from the same account ending XXXX and authorized the payment within my banks system. Capital One sent a notice on XX/XX/XXXX that a temporary restriction was placed on the Capital One Credit Card account and that we had to contact them to remove the account restriction. It also indicates that their hours are XXXX XXXX XXXX XXXX XXXX Monday - Friday and XXXX XXXX to XXXX XXXX  Saturday - Sunday. On XX/XX/XXXX I contacted Capital One and they indicated they would need a bank statement since my name is not on the bank statement they would also need to verify that I was authorized on the account. They sent me an email with a secure link to upload the data - I uploaded a signature card from my bank showing that I was an authorized signer and blocked out any confidential information except for the last XXXX of our account number. The restriction remained on the account and then I contacted Capital One back on XX/XX/XXXX as they failed to contact me to provide an update- they advised that the signature card needs to disclose the entire account number and XXXX and that they would need additional forms, this could be articles of incorporation, IRS XXXX with XXXX XXXX or a check. The next day, XX/XX/XXXX, I upload the following information to the portal via the secure link and await a response from Capital One. Now I am on travel during this time and still have yet to get any type of call from Capital One and my credit card is still being declined for transactions. I attempt to contact them on XX/XX/XXXX but they refused to remove the restriction as they stated the signature card was blurry and that the account statements need to reflect the entire account number. Our bank doesn't disclose the full account number as they enhanced their statements after XX/XX/XXXX to protect the privacy and confidential account information that could be compromised if statements are lost in the mail and it now only shows the last XXXX. Additionally, this account didn't order checks and it conducts it business with ACH Transactions. I provided yet again a statement from XX/XX/XXXX that disclosed the entire account number - the only difference on the statements is the dates, transactions, account balance and the account number was now visible. The restriction still remained therefore I called on XX/XX/XXXX and had to get escalated to a Capital One supervisor, they did a XXXX way call with my bank to validate that I was an authorized signer, the full account number of XXXX, and the EIN number. This still was not sufficient to remove the restriction after they said they would complete a XXXX way call with the bank. While I appreciate the business practice of protecting accounts its become cumbersome and nearly impossible of correcting this and brining this to resolution. While the XXXX terms does state all payments are subject to further verification and payment as well as the terms and conditions for your credit card and deposit accounts. I have provided satisfactory evidence to show I have the authorization to make this payment from XXXX. I contacted Capital One today and they refused to remove the restriction again and I did locate starter checks that we received when we opened the account in XXXX and I again uploaded that via the secure link however I called at XXXX XXXX  on Tuesday and they advised that the fraud department can not review the check because they closed at XXXX XXXX XXXX that would be a lie because we received a letter on XXXX stating there hours are until XXXX XXXX I need help to have this restriction removed and the unethical behavior of Capital One 's fraud department. They are not calling us to help resolve this concern only causing harm by refusing to accept any valid documentation or authorization from our bank. Oh forgot to say they refused to send me the Account Agreement for the Credit Card because my card was also restricted!

Company response to consumer: Closed with explanation