Consumer complaint received 2024-12-11 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: FL

Complaint narrative:
In XX/XX/year> my husband and I were traveling for almost a month through XXXX hitting multiple major cities in XXXX, XXXX, XXXX, XXXX, and XXXX. Part of this trip was by land and part via a cruise. 

Upon arriving in XXXX we attempted to book train tickets to XXXX to reach as a stopover to XXXX. 

When attempting to purchase we never hit submit or anything on the site but were still charged and never received our tickets. 

Worried we got scammed we contacted Capital One to try to claw back the {$600.00} or so dollars we were charged for the XXXX tickets. 

We mentioned we were concerned we XXXX have encountered fraud and they now had our cc information. 

Without proper warning or talking us through any sort of process Capital One prematurely cancelled my credit card. This left my husband and I stranded without additional funds since we primarily use XXXX in the States but a lot of countries don't accept XXXX ( we use them for checking and for XXXX XXXX XXXX ). 

They then offered to ship the new card to my location which wouldn't work because we were spending XXXXXXXX XXXX XXXX in each location until we hopped on a cruise ship. 

Fast forward to when we finally had our parents send us the new card details so we could use XXXX XXXX with the new card while still traveling Capital One decided to pause my account due to " potential fraudulent activity. '' Their reasoning was since my account was closed and a new card issued they had to pause my account since there was spending on it ( mainly hotel and taxi costs ). However, I never heard back from their frud department on this " case. '' Capital One was also knowledgeable about my travels as I had mentioned on every single call, with every single rep that we would be traveling for a month and even stated to which countries. 

I submitted documents to prove my identity while in XXXX and my account was supposedly " lifted. '' When trying to pay for out hotel stay ( again because XXXX is not widely accepted ) my card was declined. 

When I called to ask why they said because the hotel was processing the payment as a cash advance and not a transaction and that the requested cash advance amount was over the limit my card allows. My husband on the other hand was able to process all hotel transactions just fine on either his XXXX or using his own lower-tier Capital One card and never had ANY of these issues. 

We were assured that when using the card for normal purchases and taxi 's it should work just fine. 

When we arrived in XXXX we went to make a purchase at a local antique dealer and again my card was declined. When I called this time they said my account was on hold yet again due to fraudulent activity. They requested even more information ( bank statements, utility bills, etc ) to prove my identity a second time. I was in XXXX so there way little I could do and since most bills are in my husband 's name this proved difficult. When explaining this I was offered an insincere apology and told unless provided my account would remain locked. 

This all took place in XX/XX/year>. It's not XX/XX/year> and I still do not have access to my account. Every document we send is not approved, they are unwilling to tell me why my account is suspended or what triggered so many locks on my account when my husband hasn't received XXXX despite having a lower-tier Capital One card he used the entire trip. Never once flagged for fraud. 

I find it to be extremely frustrating to have to continue to prove my identity despite supplying bank statements, account details, bills, my license, etc. I should be able to know exactly what triggered my account, why I'm being targeted etc before going through this nonsense, and be allowed to offer other ways to verify identity other than a utility bill like passport, social security card, etc that are LEGAL documents proving I am who I am. 

I am disgusted with Capital One and will never open another account with them Do not sign up for the XXXX XXXX  as it is NOT a travel card despite how they market it.

Company response to consumer: Closed with explanation