Consumer complaint received 2026-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am filing this complaint regarding Capital Ones handling of a suspected unauthorized or unverifiable payment activity issue and the resulting restriction of all of my credit card accounts without providing a workable resolution path. On XX/XX/year>, I contacted Capital One after discovering a payment submitted toward a credit card account from a bank account unknown to me. I immediately reported my concerns and requested assistance protecting my accounts and understanding the situation. Since that time, I have repeatedly contacted Capital One and cooperated with every request made of me. However, I continue receiving only repeated scripted responses stating that authentication from the external bank account owner is required before restrictions can be lifted. I have explained multiple times that obtaining authentication from the third-party bank account owner is not realistically possible. Despite this, Capital One has not provided : - any alternative verification process, - any meaningful escalation path, - any explanation of what additional actions I can take, - or any timeline or criteria for resolution. Timeline of communications : XX/XX/year> Spoke with XXXX. I explained my concerns regarding the suspicious payment activity and concern for my accounts. I was told to wait for investigation results. XX/XX/year> Transferred to account manager XXXX. I was informed the matter was under investigation and to allow 710 days. XX/XX/year> Called back with additional questions and spoke with XXXX. I was again told to wait for a callback. XX/XX/year> Received voicemail from Capital One and returned the call. At this point, all of my Capital One credit cards had been restricted. I was again told the matter was under investigation and to allow additional time. XX/XX/year> - All credit cards now restricted. XX/XX/year> Spoke with XXXX and later supervisor XXXX. No updates or resolution options were available. I was again told that authentication from the external bank account owner was required, despite prior explanations that this is not realistically possible. No alternative process or escalation path was offered. I have acted promptly and in good faith throughout this process. My concern is that my accounts remain restricted indefinitely while I am repeatedly directed toward a verification step that I can not reasonably complete. I am requesting : 1. Independent review of all impacted accounts. 2. A clear written explanation of available verification or resolution options. 3. Review of whether restrictions on all accounts are appropriate under these circumstances. 4. Confirmation that my fraud concerns and early reporting efforts were properly documented. 5. Direct communication from a department or escalation team authorized to resolve this matter. I remain willing to cooperate fully and provide any information reasonably available to me.

Company response to consumer: Closed with explanation