Consumer complaint received 2025-06-11 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: CA

Complaint narrative:
My Capital One Quicksilver card was stolen on vacation in XXXX over XXXX holidays ( XXXX XX/XX/year>2025 ). I immediately notified Capital One so that no further charges could be made. 

Upon leaving XXXX and arriving in XXXX ( I am on extended work XXXX ), I called Capital One and asked them to send me a new card to my address in XXXX. They did this, via XXXX. 

XXXX XX/XX/scrub> 2025 I received and activated the card and attempted to use it to set up recurring charges ( XXXX, XXXX XXXX XXXXXXXX, etc. ) The card was immediately blocked. I received a text message from Capital One saying that there was suspicious activity and that I needed to call them to solve the problem. I did this. I spent nearly an hour on the phone with a representative in the Fraud Department. I had to upload a photo of my passport to prove my identity and they sent additional text messages to prove that I was who I said I was. The card activity was restored. 

XXXX XX/XX/year>025 I received a text message saying that my account was restricted due to suspicious activity. I called them back. It was another hour on the phone that resulted in me asking to speak with a manager. They insisted that I upload a picture of my driver 's license. Evidently, a federally issued passport is not sufficient. I informed them that the driver 's license was stolen with the card on my trip to XXXX and that I was waiting to receive a new one. I again uploaded a picture of my passport. They also asked for a bank statement with my mailing address and full account number listed. I did all of this. I was informed that I would receive a phone call from someone in the fraud department to resolve the issue. 

XXXX XX/XX/scrub> 2025 I called Capital One again. I was on the phone with a representative for 45 minutes. During this call the manager said he wanted to try solving the problem right then. He was to put me on hold and then try to call me. This is the only time that they have tried to call me on my phone number registered with the account. While I was on hold with the fraud account manager, the call dropped and I was disconnected. He left a message to call back, which I did immediately. I had to start all over again. I got nowhere. 

Since then, I have received absolutely XXXX phone calls from Capital One. I have been expecting them to call as they said I needed to be ON the phone when they reached out to my bank. I called them on XX/XX/XXXX ( 13 minutes ) and XX/XX/XXXX ( 29 minutes ). During the call on XX/XX/XXXX, I was placed on hold while they called my mother and my sister. I have since found out that they have been calling my mother nearly every day looking for me. They called her on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( 2 times ). I am an added user on one of my mothers Capital One cards, but she is not a user on mine. I find this to be a serious breach of trust and personal information. They have also been calling my sister ( from whom I am estranged and is in no way financially tied to me ) trying to get in touch with me. They called her on XX/XX/XXXX, and twice on XX/XX/XXXX. 

When I asked the representative why they are calling people who are not listed on my account, they said that they had to call every number associated with my account. There are only two numbers associated with the account in question. My current number is listed, as is an old XXXX number that no longer works. The phone number of my sister is not on the account, neither is her name listed as an authorized user.The account was previously in good standing. There is currently a XXXX $ balance. I have had the account for more than 20 years and it has always been in good standing. As of right now, my credit rating has dropped significantly because the card is listed as restricted. 

Every time I call, they say that they need to go over recent charges. They have never asked about any recent charges, aside from the first phone call on XX/XX/XXXX. I have asked repeatedly what this is about and they refuse to answer. I want the harassment of my family to stop. 


I have spent hours on the phone and uploaded all the documents that have been requested. I have waited for someone to call me and that has never happened. How am I supposed to verify an account when they refuse to call my actual phone number? Instead, they keep calling family members who are not on the account.

Company response to consumer: Closed with explanation