Consumer complaint received 2026-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XXXX XXXX XXXX, I tried to get into my Capital One credit account using my XXXX XXXX. Im not sure if it was due to my glasses being on my face, but the password failed twice. I then got a notification stating that I needed to contact Capital One through a phone number in order to get my account unlocked. Once I realized that my account was locked, I contacted Capital One and they stated that I needed to send verification of my identity through an email. They stated that every time my password failed, I would need to go through this process. They asked me for the last four of my social which I provided. They also asked me for my date of birth, which I provided. This verification through the email included the front and back of a government issued ID and a utility bill. Due to me being a current student, I stated that I did not have a utility bill. They then stated that the only option was a utility bill which I did not have and if I did not have a utility bill, then my account would remain locked. After going Back-and-forth and being transferred to different people, they then provided the alternative of giving a bank statement which I provided through the email along with the government issued drivers license, front and back as they requested. They did say it will take XXXX XXXX XXXX business days to hear back from someone regarding the verification of my account. XXXX XXXX XXXX I got a call stating that the verification for my identity that I sent, which they requested, had been denied. To mention, I provided a full pdf of my recent bank statement as well as the front and back of my government issued ID, both having my current address on these forms of identification to this email. I then asked for a reason as to why this verification was denied and they refused to give me a reason as to why my verification for my identity had been denied and also refused to an alternative or a way to fix it. They also refused to provide a letter in writing stating the current status of my account as they called me over the phone to tell me that my account was going to be deactivated. After requesting written documentation of this situation, they refused. Everything that was submitted had my name, date of birth, as well as my address which all matched what was used to apply for the capital one card. I submitted all of this personal and classified information to an email even though I was skeptical. I spoke to someone named XXXX ID number : XXXX over the phone. After requesting more information, they refused to provide anything. I then requested to have this account closed. XXXX asked for my address, which they have access to. XXXX then refused to close my account after I verified that the address on file was correct and to please use that as I did not feel comfortable stating my address over the phone. After repeatedly stating that she could not close my account without the address, after a brief hold, she came back and stated that my account would be closed. They are now requesting that I pay the balance on the card after they have now locked it and suspected that it is not me that owns that account but rather fraud. ( Identity verification has been denied ) Although they refused to send written documentation of the status of my account, refused to tell me why my verification for my identity has failed, and refused to open this account or provide an alternative, they did however send the balance that they expect me to pay, in writing through an email.

Company response to consumer: Closed with explanation