Consumer complaint received 2025-10-20 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:
As a XXXX small business owner and loyal Capital One customer for over a decade, I am filing this complaint due to Capital Ones egregious mishandling of my accounts, resulting in severe financial and operational harm. On or before XX/XX/year>, Capital One restricted all my accounts, including personal and business accounts, due to their systems erroneous identification of my verified XXXX XXXX account as a XXXX XXXX  account. 

Despite my repeated submission of official XXXX XXXX statements, which exactly match the account and routing numbers entered in Capital Ones payment portal, they have rejected my documentation and demanded an impossible XXXX XXXX  statement, which I can not provide as I have no such account. This ongoing issue, unresolved as of XX/XX/year> ( over six weeks ), constitutes an unfair business practice and has caused significant damages, including late fees, failed bill payments, and reliance on high-interest loans to cover critical expenses. 

Details of the Issue : Systemic Error : I added my XXXX XXXX account as a payment source for my Capital One credit cards. Capital Ones system incorrectly labeled it as a XXXX XXXX  account, triggering multiple failed payment attempts and the restriction of all my accounts, including those unrelated to the payment source. This suggests a technical glitch or negligence in their verification process. 

Rejected Documentation : I promptly submitted official XXXX XXXX statements, clearly showing the correct account and routing numbers. Capital One rejected these without explanation, insisting on a XXXX XXXX statement, which is impossible as no such account exists. This unreasonable demand violates fair banking practices and possibly the Electronic Fund Transfer Act ( EFTA ) for mishandling ACH transactions.

Failed Resolution Attempts : Since XX/XX/year>, I have contacted Capital One dozens of times, primarily speaking with offshore fraud specialists who lack authority to resolve the issue. I have been unable to reach U.S.-based decision-makers or receive meaningful explanations. Two account managers contacted via XXXX redirected me to the same unhelpful phone lines. This pattern of deflection suggests deliberate avoidance. 

Financial and Operational Harm : The restrictions have crippled my ability to access funds or use my cards, disrupting my small business operations and personal finances. I have incurred late fees, failed bill payments, and high-interest loans to cover expenses, totaling {$30000.00} thus far.

These damages directly result from Capital Ones error and refusal to act. 
Prior Complaint Ignored : My initial CFPB complaint ( filed XX/XX/year> ) has yielded no progress by XX/XX/year>, despite clear evidence of their error. This delay exacerbates my financial distress and raises concerns about Capital Ones compliance with consumer protection laws, including the Fair Credit Billing Act ( FCBA ) for credit card disputes.

Company response to consumer: Closed with explanation