Consumer complaint received 2025-05-21 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: CT

Complaint narrative:
On Tuesday XX/XX/year>, I attempted to purchase seat upgrades for an airlines that my parents are travelling with, via a transaction for {$2400.00}. Upon attempting to complete the processing, I received a notification stating : " Your payment was declined by your card provider. '' For context purposes, I attempted to utilize 3 different Capital One credit card types with different card holders XXXX XXXX XXXX XXXX XXXX XXXX ), and all 3 resulted in the provided notification. The security protocol is understandable, and somewhat commendable, because I do appreciate that Capital One is attempting to deter any suspected fraud from occurring. However, when I called the Fraud & Security customer support line, the actual issues began. Upon calling them, they had me follow a standard Two-Factor Authentication process to first verify my identity. When attempting to do so, they confirmed that though the XXXX was enabled, there was no default XXXX XXXX Hence, they were not able to complete an attempt to have me verify via telephone call or email. When I questioned this, the representative and their supervisor both stated : " we do not know why this is not working, because the result is based on an automatic system response. '' Upon stating my concern, they rebuffed my concerns and attempted to deflect this as an issue on the airline 's end. Clearly, the issue was on the " card provider 's '' end ( as the aforementioned processing error notification stated ). Since the representatives could not account for why their system was not configured to properly verify the customer via XXXX, they attempted to find inapplicable reasons for the failure. The Capital One representatives requested that I upload ( to a secure link, provided via an email from Capital One ) copies of my official government-issue Driver 's License. I let them know that I do not feel comfortable sharing sensitive identification information ( even though this was a link provided by Capital One ), as we live in a day and age that this information could possibly be intercepted or such. I had the representative acknowledge, on-record, that I have concerns and I will hold Capital One liable if this shared information was to be intercepted or attained by any other party for the purpose of fraudulent activity concerning my identity. Upon stating this concern on-record, I agreed to upload copies of my Driver 's License via the provided link. I received an email notification, confirming the receipt of this information by Capital One. However, I received no acknowledgement from Capital One that the verification process was underway. I called the customer service line again, and only during my conversation with this representative, I was told that the process could take up to 10 business days. This is not acceptable. I need to complete this purchase transaction within 48 hours, as my parent 's return flight is scheduled for within 48 hours from XX/XX/year>. 

In conclusion, I have great concerns about how Capital One has configured their security measures for verifying identities of card holders attempting to make a legitimate transaction ( s ) .Though it may seem that their Fraud detection process is incredibly tangible, financial consumers should be concerned about why their XXXX  process does not allow for accurate and efficient identity verification. If their automated system is incorrectly managing this process, why doesn't Capital One have standard protocols to audit the decisions being made by their AI-controlled system? Please assist in addressing these concerns to Capital One. 

Thank You.

Company response to consumer: Closed with explanation