Consumer complaint received 2026-01-21 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: SC

Complaint narrative:
I am a Capital One customer currently traveling in XXXX. In advance of travel ( last year ), I notified Capital One I would be abroad and, with Capital Ones assistance, updated my account phone number to a XXXX VOIP number that I use while traveling. 
Files documenting a small part of this are listed at the end of this essay, with the link XXXX XXXX XXXX XXXX  available because some of the files are too large to send directly. 
Examples are the recordings that my system made when Capitol One tried to call me or I called them. These are in addition to many other files I saved with recordings and files from my phone, which are in my own control and can be turned on or off. As a note, any calls that I made were recorded by Capitol One as well, as noted in all of their phone calls. 

On or about XX/XX/year>, Capital One restricted my credit card / card transactions after I activated a card remotely ( the physical card was at my U.S. address ) and attempted a {$100.00} test purchase, which was immediately declined/blocked as suspicious. Capital One instructed me to call to verify my identity.

During multiple calls from XXXX XXXX XXXX XXXX, Capital One representatives repeatedly stated they could not verify my identity using my phone number because it is XXXX, even though this is the number on file and Capital One successfully sends security/verification messages to it. I received multiple Capital One XXXX  verify its you links to this same number ( from Capital One short code XXXX ), showing the number can receive their verification texts. However, when I attempted the verification flow, the link/portal failed with a Capital One system error ( e.g., the bank experienced a problem / server error ), preventing completion. 

Because phone verification was not working, an agent instructed me to submit documents ( government photo ID/passport, pay stub, and a Capital One bank statement ) through a secure link. I complied immediately. I was told an older statement would be acceptable, but later Capital One rejected it as not within the last 60 days and acknowledged the earlier guidance was wrong. I then submitted a more recent statement, yet Capital One reset the process and repeatedly told me to wait up to 10 business days again.

Capital One also improperly involved a third party : after I provided my brothers number only as a possible backup contact during the XXXX  discussion, Capital One called my brother multiple times while claiming they were trying to verify my number, including after I explicitly demanded they stop contacting him. When I demanded the brothers number be removed, Capital One stated they could not remove it because I was not verified, even though they were already using that number to contact someone else. 

Throughout this process, I was repeatedly transferred among specialists and managers who said they lacked authority to resolve the restriction or escalate to a team that could actually fix it. I have extensive evidence ( screenshots, call logs, and recordings ) showing contradictory instructions, verification system failure, unauthorized third-party contact, and prolonged denial of access despite full compliance.

I believe Capital Ones handling was unfair and deceptive, caused unnecessary delay and harm, and created serious privacy concerns. 

XXXX  proof ( Capital One short code XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Verification / ID flow screenshots Capital One verification page ( verified.capitalone.com ) ID requirements XXXX  portal showing SMS messages + verification links + wire alert Email evidence ( new card / one more thing ) Inbox row snippet showing one more thing / upload documents Email : Before your new card arrives, we need one more thing ( full email screenshot ) Inbox overview with multiple Capital One emails highlighted

Company response to consumer: Closed with explanation