Consumer complaint received 2026-05-25 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: TX

Complaint narrative:
Within the last month my daughter, opened a credit card with Capital One ( XXXX ) & added me as an authorized user. We have had issues with them " restricting '' our cards making them useless until we " verify '' our bank account on the phone with them. ( I have to be on the line-I don't have time for that during their available hours ) .However, they continue to take payments from said bank account anyhow. We continue unable to use cards. Their employees are not helpful & their so called rules don't make sense. XXXX, I added my XXXX checking account to my Capital One account to make a payment. I received a confirmation email from Capital one indicating the following : " XXXX successfully added your account ending in XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX. This account can now be used to make payments to your Capital One accounts. '' XXXX then proceeded to make a payment of {$2400.00}, which I received a confirmation email from Capital One. XX/XX/XXXX My daugher received an email from Capital One indicating the following : " Wed like to clarify some details about a recent payment. To protect you, we restricted your account to prevent new transactions until this is resolved. Please call us as soon as you can at the number on the back of your card or at XXXX ( XXXX ). When you call, we may need to contact the bank you used for this payment and the bank account owner, if that isnt you. '' XXXX payment was processed from my XXXX checking account. XXXX-Neither my daughter or myself could use the card to pay for anything. I called Capital One at " XXXX '' ( obtained through the app ). I was told that they needed to speak to my bank with me to confirm the account is mine. I asked if there is a concern, why was the money taken from the account. They indicated they want to ensure it is not fraud. So the representative tried to call the bank with me on to conference call but my bank was closed. I tried to explain that I don't have time to call during business hours & how else can I verify it's my account. I was only told I have to call again. I asked to close my account. I was told that I can not close my account prior to getting my account verified. XX/XX/XXXX My daughter called Capital One. She tried to get the issue resolved & they told her I have be available on the call also. ( I was not available & out of town ). Nothing resolved. XX/XX/XXXX XXXX Around XXXX XXXX. I called Capital One again to see if issue could be resolved as I need the card unrestricted to pay bills. The rep, XXXX, indicated that I need to call during business hours so that they can contact my bank & tried to terminate the call. I explained that was the reason I was calling ( XXXX has longer hours on some days ). She was not willing to call. I asked to speak to a supervisor. She declined to indicating that all supervisors leave at XXXX. I then asked her to close my account. She had a recorded disclaimer claimed which indicated that we will have " 90 days '' to use/transfer points earned. She returned on the line & I gave permission for account to be closed. XX/XX/XXXX I went on their app & paid my balance " XXXX ''. I then tried to get my rewards " XXXX ''. I received a message indicating " We're sorry. Due to the status of your account ending in XXXX, you may have limited access to your Rewards. Please check your redemption eligibility below ''. I was unable to access my points. I browsed the app & website to send a written email/complaint but the only option I found was the " contact us '' & only phone numbers were listed. Additionally, given the run around & poor customer service I have received & time wasted, I am not confident that issue will be addressed. However, I am confident that although Capital One refused to " unrestrict '' my card, they will proceed to take the payment I just submitted. I do not recommend this card to anyone. This was just within my first month of having their card. I have used multiple other companies & never had this concern.

Company response to consumer: Closed with monetary relief