Consumer complaint received 2026-05-07 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: Atlanticus Services Corporation
State: VA

Complaint narrative:
I am filing a complaint against XXXX XXXX XXXX regarding improper account handling, excessive verification demands, and unreasonable restrictions placed on my account during an XXXX XXXX verification process. On XX/XX/year>, after upgrading to a new XXXX, I attempted to re-add my credit cards to XXXX XXXX. I successfully added my other XXXX card and all of my other credit cards without issue. Earlier that same day, I also made payments on both XXXX accounts successfully. When attempting to add my XXXX card ending in XXXX to XXXX XXXX, I was instructed to call customer service for verification. During the call, the representative identified as XXXX requested extensive personal information including my full name, address, ZIP code, date of birth, Social Security number, recent transaction information, payment information, and additional account details. After already completing multiple verification steps and providing the last four digits of my card number, the representative then requested my full card number and expiration date. Due to security concerns, I declined to provide the full card number over the phone. The representative then disconnected the call and suspended my card without warning. This caused concern because the card is connected to automatic payments and the suspension could have interfered with scheduled transactions. I escalated the issue through multiple representatives and supervisors. A later representative named XXXX restored access to my card and confirmed the earlier suspension. However, I was informed that because the account had been flagged during the earlier interaction, XXXX would now require me to submit highly sensitive identity documents including my drivers license and a utility bill, bank statement, or lease merely to add the card to XXXX XXXX. I escalated again to another supervisor, who confirmed that no alternative verification method would be permitted. I believe XXXX handled this situation improperly because : * I had already substantially verified my identity, * my other XXXX card was approved without issue, * the escalation appears to have resulted solely from my refusal to provide a full card number over the phone, * the representative disconnected the call and suspended the card unnecessarily, * and XXXX is now demanding highly sensitive identity documents for a routine digital wallet setup. 1 do not believe consumers should be penalized or subjected to excessive restrictions for exercising reasonable caution regarding sensitive information over the phone. I am requesting : 1. Removal of the unnecessary document submission requirement, 2. Restoration of normal access to XXXX XXXX verification for my card, 3. Confirmation that no fraud flags or negative account notations remain, 4. Assurance that no late fees, payment issues, or credit reporting harm will result from this incident, 5. Review of the conduct and handling of this matter by the original representative. This situation caused unnecessary stress, wasted time, and concern regarding both account security and XXXX XXXX customer service practices.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief