Consumer complaint received 2024-04-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
I recently filed a complaint about this credit card company and their fraud team. They had placed a fraud hold on my account and refused to lift it until I made a XXXX way call with them on the line with my bank. Capital One kept saying they needed to confirm with my bank on the line that it was me making the payment. I filed a complaint with CFPB. I did not feel comfortable having a complete stranger on the line while I gave my bank all of my personal data to get access to my bank account. After they responded to the complaint, I spoke to a gentleman in the fraud department. He took the restriction off my credit card and put a request to open my Quicksilver card. The restriction on the card was lifted but another restriction is on the account now and Capital One keeps saying that the card is closed. It has been escalated to a supervisor XXXX or XXXX times already. 

I opened a CD with Capital One and I also opened a new Venture card. On XX/XX/XXXX I made a payment off {$1000.00} on my Venture card. My balance reflected the payment but not my available credit. I called Capital One and spoke to XXXX, a Senior Supervisor ID XXXX. I told her I was not a new customer to Capital One. I have had credit cards with this bank for several years. I have used the same checking account to make payments before, I have a CD and a high yield savings account with this bank as well. She told me it didn't matter what I had with Capital One that since this was a new card it was treated as a new account and it didn't matter how long I was with Capital One or what products I had. 

They had placed a 7 day hold on my available credit even though they already had the payment. I switched all of my automatic payments to this card and transactions were being denied because of the available credit. XXXX forced me to make a XXXX way call with my bank where she got to hear my account balance and full debit card number. I told her this was how fraud happens. She justified it with " We are your bank ''. So I guess because it's my bank I can give all of my personal information to them at their leisure? After the phone call with my bank XXXX reads disclosures she was supposed to have read before listening to all of my personal data with my checking account. 

The payment was verified and the hold was lifted. I made a second payment of {$1000.00} on XX/XX/XXXX. The same thing happened. I called Capital One XX/XX/XXXX and was transferred to fraud. I spoke to XXXX ID XXXX. Nobody can tell me why there is another hold on my payment. They won't release the funds unless I make another call with my bank so a complete stranger can listen to how to get access to my checking account. 

I want to know what is up with this bank? Are these practices legal? Does Capital One want to alienate its customers? 

I thought this whole ordeal was resolved with my first complaint and that's why I had opened a CD and a high yield savings account. Had I known nobody fixed anything, I would not have done that. Now I am stuck with a Venture card that I can't use because they keep placing fraud hold on it and my Quicksilver card is still closed and restricted.

Company response to consumer: Closed with explanation