Consumer complaint received 2025-10-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am an existing customer of Capital One and have XXXX Personal credit cards that I have had for years and have always kept in good standing. 

I applied for a XXXX XXXX XXXX credit card in early XX/XX/year> and was approved, had the card shipped to me and received notifications to activate my account and start using it. In addition, I have a Capital One personal checking account that I use for smaller deposits to transfer funds for paying the credit cards easily. 

Upon setting up my account, I see that the new card AND my personal cards are listed as 'Restricted ' on my dashboard. 

I contacted Capital One and was told my card was in the fraud department and I needed to verify my identity and bank account with a canceled check. They sent me a link and I uploaded my drivers license and a canceled check. 

XXXX week later, my account is still restricted without any communication from Capital One via phone or Email. I'm told I need to upload bank statements to prove I had a business account. I uploaded 12 months of bank statements AND opened a Business checking account and connected my local business checking account to show that I owned my business checking account. 

XXXX week later, my account is still restricted without any communication from Capital One via phone or email. I'm now told that my bank statements don't have my name on the account. That they needed to call my bank and have the teller verify I'm the owner of the business account. They called the bank, the associate could not approve being recorded. I contacted the bank XXXX and was told to have Capital One call back, ask for her and she'd verify me as the owner. Capital One refused. I then offered to send the contract that I signed to open the business account that had my name, address and XXXX number to verify my business and my name. I was told that was sufficient. 

XXXX week later, my account is still restricted without any communication from Capital One via phone or email. I contact customer service and request a XXXX who tells me she would contract the underwriter because a binding contract with my name, address, business name and XXXX number that all matches my personal and business information should be enough. XXXX would take 10 days and to call if no resolution by then. 

10 days later, my account is still restricted without any communication from Capital One via phone or email. I call again and speak to another XXXX who tells me shes deferring to the underwriter who now needs a letter, on my banks letterhead, signed by the bank XXXX stating XXXX the owner of the account. 

I collect this letter and submit it. 

10 days later, my account is still restricted without any communication from Capital One via phone or email. I call again and speak to another XXXX who hears my story and is very apologetic, stating I shouldnt have gone through all of this and I had provided more than enough to verify my account and would escalate the issue to senior XXXX for resolution. But it would likely still take up to 10 days. 

Week of XX/XX/XXXX at XXXX, I call again as my account is still restricted without any communication from Capital One via phone or email. I speak to a XXXX who now tells me I need to provide a copy of my personal bank account. I ask why do I need a personal bank account for a business credit card, that Id already provided my bank statements, letter of verification, and linked my business bank account. In addition, why am I being asked for a personal bank information, when that was never required for my XXXX personal credit cards and checking account with Capital One. All of which are in good standing. The XXXX stated thats all she could do, thats how it was - that she understood what I was saying but could not/would not override the request. I asked why was I approved for, sent a card and keep getting activate your card now if there was no intention of issuing it - asking wouldnt all of this required info be requested BEFORE approving the card? and why is my personal credit cards being held XXXX in the meantime?. 

The XXXX had no response, only repeating the mantra of thats who it was. I said I wanted to withdraw my business credit card and it needs to be canceled and my personal cards released. The XXXX said she could cancel the business card, but my personal cards would still be restricted because of the restriction on my profile that was put in place DUE TO the need around the business card. I relayed that my attorney and business accountant said I am not legally required to provide a personal bank statement for a business credit card. The answer from the XXXX was, thats what being requested and I will defer to that account XXXX. Refused to give me the account managers name or hers. 

I continued to push for some rational explanation and resolution - even requesting a XXXX above her. She refused and said shed provided me with the extent of solution and if I had no other needs, she was ending the call. 

My credit cards have been held XXXX for XXXX months. This should never have happened and the service level was below XXXX. I would love assistance in resolving this issue.

Company response to consumer: Closed with explanation