Consumer complaint received 2026-06-09 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: NJ

Complaint narrative:
I am filing a complaint regarding a restriction placed on my Capital One XXXX XXXX account that has prevented me from accessing my online accounts two credit cards, checking and savings accounts, rewards, and travel-related benefits. Capital One has restricted my account based on a bank account verification issue involving an XXXXXXXX XXXX account associated with my Capital One profile. I visited XXXXXXXX XXXX in person and attempted to resolve the matter by obtaining verification and documentation from the bank. Despite my efforts, Capital One has not accepted the documentation provided and has continued the restriction. The restriction has completely blocked my access to my Capital One online account and mobile application. Because Capital One operates primarily through online and mobile access, I am unable to independently review the information Capital One is requesting, manage my account, review linked bank account information, access account documents, or access my rewards and travel benefits. I have accumulated approximately XXXX Capital One rewards points that I am currently unable to access because of the restriction. I also have upcoming travel plans and am concerned about my ability to manage travel-related benefits and reservations associated with my account. To the best of my knowledge, I did not add the XXXXXXXX XXXX account information that is the subject of this verification issue to my XXXX XXXX account. I believe the information may have been carried over from a prior Capital One relationship or otherwise existed in Capital One 's records before the restriction occurred. I have made numerous attempts to resolve this issue directly with Capital One. I contacted Capital One on : * XX/XX/XXXX * XX/XX/XXXX * XX/XX/XXXX * XX/XX/XXXX * XX/XX/XXXX During these calls, I spoke with representatives identified as : * XXXX * XXXX * XXXX * XXXX * XXXX Throughout the process, I have received multiple case numbers and communications that do not appear to be connected or visible across Capital One 's systems. I have been provided the following case numbers : * XXXX * XXXX * XXXX Representatives have advised me that they can not see some of the case numbers referenced in written communications sent to me by Capital One. As a result, I have been unable to determine which case controls the matter or which department is responsible for resolving it. Additionally, Capital One has sent me electronic documentation relating to this matter. However, because my account access has been restricted, I am unable to log into the Capital One website or mobile application to access the very documents Capital One has directed me to review. This has created a situation where I am unable to access information necessary to understand or resolve the restriction. During my conversations with Capital One representatives and supervisors, I was advised that certain account history and information could not be reviewed because of the restriction itself. I was not provided with a clear path to resolve the matter, and I was unable to obtain a meaningful explanation regarding how the restriction could be removed. I have acted in good faith throughout this process. I visited my bank in person, attempted to provide requested documentation, contacted Capital One repeatedly, spoke with supervisors, and attempted to comply with all instructions provided to me. Despite these efforts, I remain unable to access my account and benefits. I respectfully request that Capital One : 1. Conduct a full review of the restriction placed on my account. 2. Review the bank account verification issue and any related account information associated with my profile. 3. Provide a clear explanation of the basis for the restriction. 4. Provide a workable method to satisfy any remaining verification requirements. 5. Restore my online account and mobile application access. 6. Restore access to my rewards balance, including approximately XXXX rewards points. 7. Restore access to travel-related benefits and services associated with my XXXX XXXX account. 8. Reconcile the multiple case numbers associated with this matter and provide a single point of contact or case reference for resolution. 9. Provide a written explanation of the actions necessary to remove the restriction if additional information is required. I am simply seeking a practical resolution that will allow me to regain access to my account, rewards, travel benefits, and account information while ensuring that Capital One 's records are accurate and current.

Company response to consumer: Closed with explanation