Consumer complaint received 2025-10-23 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: NE

Complaint narrative:
I was approved for a Capital One XXXX credit card on XX/XX/year> ( as evidenced by email Image XXXX, XXXX new card has shipped, XXXX XXXX ). On the same day, XX/XX/XXXX, I set up autopay to my XXXX XXXX account ( confirmed by email Image XXXX, 'Your accounts are now linked ' ). On XX/XX/XXXX, I received an email ( Image XXXX ) stating 'We need to hear from you ' to verify information within XXXX business days. On XX/XX/XXXX, I also linked my Chime bank account ( my primary debit account for 5 years ) via Plaid for data sharing ( confirmed by email Image XXXX, 'Chime is now linked to your Capital One account ' ). 
Despite these actions, my account was restricted on XX/XX/year> ( confirmed by email Image XXXX, 'Call us ASAP to resolve suspicious activity ' ). I immediately called Capital One on XX/XX/XXXX and was informed of the restriction. This restriction occurred before I ever activated or used the physical card. 
Over the past month and a half, I have been subjected to an extremely frustrating and inefficient identity verification process characterized by a severe lack of proactive communication and constantly changing documentation demands. I have engaged in multiple cycles ( at least XXXX ) of waiting for review periods ( typically XXXX business days ) to expire without any updates. Each time, upon my own initiation to call Capital One, I was informed of previous document rejections ( e.g., XXXX ID, ' 'unacceptable online bank statement ' ) and then asked for new or different documents, initiating yet another review period. 
Timeline of Document Submissions and Verification Attempts : XX/XX/XXXX ( XXXX hour XXXX min call ) : Discovered Capital One 's system had an old home address and an old phone number ( despite my application having current details ). Spent over an hour on the phone with an agent, verified my identity through multiple questions, submitted photos of my Driver 's License ( front and back ) and a selfie while on the call, to update my phone number. The phone number was successfully updated but has since been unusable by Capital One 's system for verification texts/calls. 
XX/XX/XXXX : Called immediately after restriction. Electronically submitted my XXXX ID and a bank statement for proof of address ( as requested by email Image XXXX ). 
Around XX/XX/XXXX ( after waiting and calling ) : Was informed by phone that the previously submitted ID was 'blurry ' and the online bank statement was 'unacceptable ' ( no prior notification given ). XXXX submitted my XXXX XXXX XXXX for proof of residence. 
Around XX/XX/XXXX ( after waiting and calling ) : Received a final demand to submit a photo of the front and back of my Social Security card, which I promptly submitted. 
My most recent and complete submission of all currently requested documents ( ID, XXXX XXXX, XXXX Card ) was on XX/XX/year>. Since that submission, I have again received XXXX communication from Capital One regarding its status, despite the expected review period having passed. My last call confirmed the case is still pending with internal case number XXXX. The physical card, shipped on XX/XX/XXXX ( email Image XXXX ), arrived around XX/XX/XXXX but remains unusable. 
This prolonged restriction ( now over XXXX weeks ) and severe lack of communication from Capital One, despite my full compliance with all their evolving demands, is unacceptable. I am unable to use the card I was approved for due to Capital One 's persistent internal process failures, conflicting communications, and endless cycle of verification.

Company response to consumer: Closed with explanation