Consumer complaint received 2025-08-02 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: CA

Complaint narrative:
Ive been told lie after lie after lie from every customer service agent that answers the phone that they need to verify my identity and did I make the application am I the one that ordered the card? I already explained to them Ive already been to the verification part for the application, Ive already verified my identity my phone number, my bank statement, my address everything they asked for. Ive already verified it before I can even use the card and now its been a month later and in the middle of me using my card, they decided to restrict my card immediately and asked me to send him the same documents I sent in the very first time I got my card so I dont understand what their problem is or why they have to lie when I told them Im recording them. They immediately hang up in my face. All I know is theyre lying for what reason I have no clue they keep telling me story of just giving me the runaround and I just want to use my XXXX card and I cant seem to use my card because they keep thinking that I am not the person who applied for the car. How is that possible and Ive talked to him I spoke to them. I asked them if I can go to the one XXXX  in XXXX XXXXXXXX XXXX XXXX in order to verify myself in person They wont verify through my email, but one guy did an escalation department. He did email me to verify a link to verify myself because my phone is not disconnected due to the fact that I can not pay my bill that I had set up for auto pay with my credit card. It is a secured card. It is my money. Theres no reason that I should be restricted for my own personal money that I put in there for my own personal bank when I first got the card. Remind you that I had to wait 10 days when I first got the card because they wanted to verify the same thing asking me to verify now and theyre telling me that they can not use the one that I verified with the guy four days ago. I have to send a new ones, but they refuse to really explain what the XXXX is going on this makes no sense. This is XXXX. I thought there was my money and then holding it hostage for their benefit somewhere along the line but all the lies. Its ridiculous. I got recordings of them. Tell me one story tell me another story. Tell me another reason and lying telling me the document I need to send in theyre gon na send me an email explaining the documents that I need to send and the documents that I need to send. Im not the ones that she told me about before she sent me the email so shes telling me I need this and this and that and I send in whatever the email said I need to send in and now theyre saying that they need to wait for the back office. The back office is a crock of XXXX and it is basically people think that other people are doing fraud if Im committing fraud, why would I go in person and request that I can go in person to the XXXX  to verify if theres any fraud going on they all started for me having to verify a charge for a hotel as Im traveling right now I verified it next thing you know I got a email saying I need to call because they got suspicious activities going on on my card, so I called to verify the activity was actually me using my card and they still have my card on restricted. I have no balance I do not owe them anything. I paid my bill away on time and they cant even admit that thats what their issue is they automatically assume and discriminate me for whatever reason it may be but its not fair and its not OK. I did nothing wrong. I didnt commit no type of fraud and I need my car to be unlocked

Company response to consumer: Closed with explanation