Consumer complaint received 2023-12-27 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: OR

Complaint narrative:
RE : Complaint Capital One Savor XXXX ( Ending in # XXXX ) On XX/XX/XXXX, I, XXXX, logged in online to make an early FULL STATEMENT BALANCE ( {$830.00} ) payment for my Capital One Savor XXXX ( Ending in # XXXX ) ( Due XX/XX/XXXX ) using one of four separate XXXX  XXXX XXXX checking accounts owned by my wife and I : XXXX, XXXX  ; XXXX Owner, XXXX  ; XXXX Owned, XXXX & XXXX ; and XXXX, XXXX. 

During the initial online set-up and activation of my Capital One Savor XXXX ( Ending in # XXXX ) many years ago, each of these four separate XXXX XXXX XXXXXXXX consumer checking accounts ( shown above ), legally owned by my wife and I, were set up and subsequently used as payment source accounts for the required monthly full account statement balance payments we ALWAYS make on time each month so we NEVER pay interest rate charges or late fees. 

Prior to this incident ( XX/XX/XXXX ), my wife and I HAVE NEVER BEEN ASKED and SUBSEQUENTLY ORDERED and UNCONDITIONALLY REQUIRED by 1 ) Capital One Savor XXXX Ending in # XXXX ; XXXX ) Capital One Quick Silver XXXX # XXXX ; XXXX ) Capital One Quick Silver XXXX # XXXX ; or XXXX ) Capital One XXXX XXXX XXXXXXXX # XXXX to prove beyond a reasonable doubt that my wife and I were the legal account owners of the previously listed ( as bill payment source accounts XXXX years ) and subsequently used XXXX  XXXX XXXX consumer checking accounts we had both been using for more than thirteen years to pay the monthly balances of the four separate Capital One XXXX XXXX listed above. That ALL CHANGED XX/XX/XXXX! 

Again, on XX/XX/XXXX, I signed into my Capital One Savor XXXX ( Ending in # XXXX ) account. I had gotten paid early and wanted to pay off my Capital One Savor XXXX ( Ending in # XXXX ) account balance before XXXX. I then CANCELLED the previously scheduled payment for the FULL STATEMENT BALANCE of {$830.00} I had scheduled for payment on XX/XX/XXXX, from my ( long-term established ) payment source account, XXXX XXXX XXXXXXXX XXXX account ( Ending in # XXXX ). Immediately after cancelling the XX/XX/XXXX payment of {$830.00} from XXXX # XXXX, I scheduled an immediate FULL STATEMENT BALANCE Payment of {$830.00} on XX/XX/XXXX from the exact same XXXX  XXXX XXXX checking account ( # XXXX ) I had used many, many, times before. 

After making this transaction payment from our joint XXXX  XXXX XXXX checking account ending in # XXXX on XX/XX/XXXX, Capital One immediately credited the {$830.00} online ( alleged fraud ) payment to my Capital One Savor XXXX account on XX/XX/XXXX. 

I then received a notification text from Capital One regarding a problem with my recent payment ( XXXX ). Note : Even after Capital One alleged my {$830.00} Full Statement Balance Payment paid XX/XX/XXXX ( due XX/XX/XXXX ) from XXXX # XXXX was fraud, Capital One processed the payment and immediately applied the payment to my credit card balance. Is that normal for fraudulent account payments? 

Capital One had issue with the fact I previously cancelled, rescheduled, and subsequently paid my Capital One Savor XXXX Ending in # XXXX using my listed Capital One bill payment source account, XXXX  XXXX XXXX checking account ending in # XXXX. Capital One went as far as to allege criminal fraud and that I somehow personally committed fraud when I cancelled, rescheduled, and subsequently paid my Capital One Savor XXXX Ending in # XXXX using our XXXX # XXXX checking account. 

Capital One placed wrongful and unjustified severe restrictions on my account ( CO XXXX XXXX ) preventing me from using any of the online features set forth below : 1 ) Unable to make any transactions both online and in-store, 2 ) Unable to dispute ANY fraudulent or duplicate charges on account, 3 ) Unable to APPLY to the cards Statement Balance, the $ XXXX in CASH BACK REWARDS that were/are available to have made my XX/XX/XXXX minimum payment of {$25.00} and avoid the wrongful {$25.00} Late FEE Capital One has since applied to my account. 
XXXX ) In addition, since we ALWAYS pay the FULL STATEMENT account balance by the required due date, we would have NEVER BEEN ASSESSED and Charged ANY INTEREST RATE CHARGES/FEES because our {$830.00} payment made on XX/XX/XXXX before the required XX/XX/XXXX Due Date would have not been reversed based upon Capital Ones false allegations of fraud. 
XXXX ) We should not be responsible for the payment of interest charges and late fees when Capital One has restricted our account and prevented us from making such required payments to completely avoid all such charges/fees. Capital One informed us of these restrictions on XX/XX/XXXX via a text message. 

We made numerous attempts to remedy this matter from XXXX, and each time we were immediately transferred to the Capital One XXXX FRAUD & DISPUTE Department where we were continuously told that Capital One had issues with the fact I cancelled, rescheduled, and subsequently made payments from this XXXX  # XXXX checking account I had used many times before and that was initially set-up as a payment source account for specifically paying this Capital One Savor XXXX credit card account. The allegations of fraud continued to be levied by the numerous Capital One representatives and supervisors I spoke with from XX/XX/XXXX to XX/XX/XXXX. NONE of my requested complaints were ever forwarded to higher authorities. Supervisors and account representatives had my account information restricted so that even they could not see anything I was continuously telling them. Does it make sense to restrict account information to the legal account fiduciary/manager ( Capital One ) and the legal account card holder, XXXX, at a time an allegation of fraudulent payment ( s ) has been made? Capital One wanted to blackmail me and require me to spend 1-2hrs on hold trying to contacXXXX XXXX XXXX XXXXXXXX to personally verify that I was indeed the owner of this XXXX XXXX  XXXX XXXX account XXXX in # XXXX that I had used and that had been associated with this account since the day this account was opened and activated many years ago. I refused since Capital Ones wrongful restrictions on my personal account had already caused me, my wife, and my family great inconvenience ( s ) and general & financial harm ( s ).

Each time I contacted the Capital One MasterCard FRAUD & DISPUTE Department, and each time I was transferred to an alleged supervisor with the authority to remedy this matter ( which also was just another lie ), I was required to wait on hold and then VERIFY my IDENTITY using a secret code texted directly to my cell phone. Each time I stated that there was NO FRAUD regarding my XX/XX/XXXX {$830.00} payment from my XXXX  # XXXX checking account. Capital One insisted they speak with XXXX XXXX XXXX to verify what I had already verified numerous times before, that I was the owner of this checking account ( XXXX  # XXXX ), I authorized the XX/XX/XXXX payment of {$830.00}, I am the sole owner of the Capital One Savor XXXX account # XXXX, NO FRAUD regarding any payment from XXXX  XXXX XXXX has ever occurred. 

Since Capital One continued to refuse to remove the unwarranted, unjustified, and wrongful severe account restrictions they falsely placed on my account under the false pretense of fraud on XX/XX/XXXX, I reversed the {$830.00} payment I made on XX/XX/XXXX on XX/XX/XXXX and started filing formal complaints with the regulatory agencies. Certainly, Capital One would have enough common sense and minimal intelligence to realize that ONLY the OWNER of this XXXX  XXXX XXXX checking account ending in # XXXX had the authority and ability to reverse an online checking account payment made to another credit card company. I provided Capital One numerous documents through their secure online link ( s ) that numerous supervisors sent me that clearly proved beyond anyones reasonable doubt that I am the account owner of the XXXX  XXXX XXXX checking account ending in # XXXX. 

It is very important to emphasize that we have NEVER BEEN REQUIRED to prove to anyone that we were the registered account owner ( s ) of any of our listed payment source accounts, especially after directly speaking with Capital One and verifying that there were no issues or any type of fraud involved, and that all was well except for Capital Ones damaging restrictions which we now believe are being continued in retaliation for the formal filing of our complaints. 
We formally dispute the entire balance of this credit card account. 

Here is a list of the various dates, times, and the numerous secure codes we received from Capital One EACH TIME WE VERIFIED THERE WAS NO FRAUD and that WE WERE THE OWNER ( S ) of this XXXX  XXXX XXXX checking account # XXXX. 
XXXX ) XX/XX/XXXX XXXX Capital One Alert : Wed like to clarify some details about a payment made on your XXXX Credit Card ending in XXXX. To protect you, we restricted your account to prevent new transactions until this is resolved. 
Please call as soon as you can at XXXX ( XXXX ). When you call, we may need to contact the bank you used for this payment and the bank account owner, if that isnt you. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department SUPERVISOR. I requested a Formal Complaint be Filed. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department SUPERVISOR. I requested a Formal Complaint be Filed. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department SUPERVISOR. I requested a Formal Complaint be Filed. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department SUPERVISOR. I requested a Formal Complaint be Filed. I sent documents proving I am the account owner of the XXXX  XXXX XXXX checking account ending in # XXXX. I disputed the entire current balance of this Capital One XXXX Acct. # XXXX. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department SUPERVISOR. I requested a Formal Complaint be Filed. I sent documents proving I am the account owner of the XXXX  XXXX XXXX checking account ending in # XXXX. I disputed the entire current balance of this Capital One XXXX Acct. # XXXX. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a FRAUD Department Representative and requested a SENIOR SUPERVISOR. I requested a Formal Complaint be Filed. I sent documents proving I am the account owner of the XXXX  XXXX XXXX checking account ending in # XXXX. I disputed the entire current balance of this Capital One XXXX Acct. # XXXX. I requested someone to CALL me BACK. No one ever Called Me Back. 
XXXX ) XX/XX/XXXX XXXX From Capital One : The temporary code you requested to resolve concerning activity is XXXX. Please use this code to complete your request. I spoke with a SENIOR FRAUD Department SUPERVISOR. I requested a fifth ( 5th ) Formal Complaint be Filed. I sent documents ( 2nd Time ) proving I am the account owner of the XXXX  XXXX XXXX checking account ending in # XXXX. I disputed the entire current balance of this Capital One XXXX Acct. # XXXX. I requested someone to CALL me BACK. No one ever Called Me Back. 

NOTE : This is just a small sample of the numerous contacts I have had with Capital One and Capital Ones FRAUD & DISPUTE Department since XX/XX/XXXX in my Good Faith Efforts to resolve this matter. 

In their initial XX/XX/XXXX text alert, Capital One states they restricted my account to prevent new transactions until this is resolved so they could PROTECT ME!!!!! Capital One has done nothing to Protect Me!!! Capital One has done everything to hurt Me, my wife, and family!!!!! What does My Protection from Capital One look like? 
XXXX ) Missed XX/XX/XXXX Payment of {$830.00}, unable to make new online transactions/payments per Capital One text Notification XX/XX/XXXX directly causing {$54.00} Interest Charges/Fees and {$25.00} Late Payment Fee : Adverse credit account reporting. 
2 ) {$25.00} Late Payment Fee.

3 ) Denied {$39.00} in CASH BAC
K Rewards that would have paid minimum amount due ( {$25.00} ) on 12/11/23 and completely avoided assessed {$25.00} Late Fee. 
XXXX ) Assessed INTEREST RATE Charges and Fees, {$54.00}, that otherwise would never have been assessed to account had Capital One not falsely alleged I committed fraud with my XX/XX/XXXX XXXX  XXXX XXXX checking account ( # XXXX ) payment for the FULL STATEMENT Balance of {$830.00}, CapitalOne XXXX XXXX # XXXX. I NEVER Pay Interest because I always Pay my FULL Statement Balance on time each month. 
XXXX ) Unable to DISPUTE duplicate and fraudulent charges currently listed on account amounting to more than {$1500.00}. 
XXXX ) Capital One is now threatening me to make payments without first removing any of their wrongful account restrictions they placed without warrant or legal justification in direct violation of their fiduciary duties, etc. 
XXXX ) Capital One is now adversely reporting my account to the three major credit bureaus : XXXX, XXXX, and XXXX XXXX. Given my numerous GOOD FAITH and Verified attempts to remedy this matter, Capital One continues in wrongful & willful gross negligence and retaliatory behavior to directly cause me, my wife, and family harm. Capital One is wrongfully reporting my account as PAST DUE and Delinquent, Account NOT IN GOOD STANDING, even after fully restricting my account and preventing me from making payments, disputes, etc. 

With protection like that, why would I need anything else? Maybe a civil lawsuit for general, financial, and punitive damages is in order to finally resolve this matter since I have been told that NO ONE at Capital One XXXX has the authority and ability to resolve this matter without extorting and blackmailing me to be forced to waste 1-2 additional hours of my time trying to call XXXX XXXX XXXXXXXX and prove something that I, nor no one else I know, has ever been forced to prove outside a court of law which is exactly where this case is heading. 

My Capital One Savor XXXX account ending in # XXXX continues to be severely restricted to this date, XX/XX/XXXX, and no action has been taken by Capital One to remove said restrictions or even call me back as requested numerous times from XXXX, nearly 1-months worth of time. 

My requested formal complaints made directly with at least 5 separate Supervisors @ Capital Ones FRAUD & DISPUTE Department between XXXX have NEVER BEEN ADDRESSED or even submitted to the proper authorities capable of resolving this matter. 

TOTAL DAMAGES : general, financial, punitive, amount to more than $ XXXX. If the CFPB cant help, a massive civil lawsuit is my only recourse.

Company response to consumer: Closed with explanation