Consumer complaint received 2025-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am writing to formally file a complaint and request your immediate intervention in a matter concerning my account with Capital One. This issue has led to a prolonged and unjustified restriction of access to my account, despite my extensive and repeated efforts to comply with Capital One 's identity verification procedures. I request that the Department of Financial Protection and Innovation ( DFPI ) review this matter, as my continued inability to access my account is causing significant personal and financial hardship. 

Background and Timeline of Events On XX/XX/XXXX, I contacted Capital One to report fraudulent activity on my account. I was informed during this call that an investigation would be initiated, my current credit card would be closed, and a replacement card would be issued. I followed up on XX/XX/XXXX, to inquire about the status of the replacement card, at which point I was informed that an individual had called Capital One, fraudulently impersonating me using a phone number other than the ones I had on file ( XXXX and XXXX ). I was not provided with the phone number used in the fraudulent call. As a result, my account was restricted, and I was instructed to visit a Capital One branch for further identity verification. 

On XX/XX/XXXX, I visited the XXXX XXXX branch of Capital One, accompanied by my significant other and our XXXX child, to undergo the required identity verification. However, due to my expired drivers license, the branch was unable to assist me and advised that I renew my license before proceeding further. 

Efforts to Comply with Verification Requirements In response to Capital One 's instructions, I immediately scheduled an appointment with the Texas Department of Public Safety ( DPS ) for the earliest available date. This appointment was scheduled for XX/XX/XXXX, and required me to travel 60 miles to the DPS office. I attended the appointment as scheduled and obtained a state-issued identification card that is valid for identification purposes in the State of Texas. 

Despite acquiring the state-issued ID, I proceeded to visit the XXXX XXXX  Capital One branch on XX/XX/XXXX, on my way home. I spent over three hours at the branch attempting to resolve the issue. During this time, I provided the following documentation to verify my identity : State-issued ID ( paper form ) Original birth certificate Social Security card XXXX  ID from the XXXX  Three valid bank cards Despite these efforts, my attempts to resolve the issue were unsuccessful. The Capital One staff continued to deny me access to my account, and my case was referred to Capital Ones back-office team. After additional inquiries, I also contacted local law enforcement to verify the validity of my state-issued ID. The law enforcement officer who responded to the branch confirmed the authenticity of my identification and left his contact information with the branch staff, offering further assistance if necessary. However, despite this verification, my access to my account was not restored. 

Current Situation and Request for Intervention As of today, my access to my Capital One account remains blocked. This ongoing restriction is causing significant stress and hardship, particularly as I am caring for a XXXX child and managing critical financial obligations, including a mortgage. Despite my best efforts to comply with all of Capital One 's requirements, including providing a wide range of supporting documentation and undergoing the necessary identity verification processes, my account remains inaccessible, and I am being denied the ability to access my funds. 

The refusal of Capital One to restore my account access despite my compliance with their procedures appears to be unreasonable and lacking in good faith. This situation is both financially and emotionally burdensome, and I am concerned that the lack of action on Capital One 's part could be a violation of my rights under applicable consumer protection laws. 

Legal Grounds for Request Under Californias Consumer Financial Protection Laws ( specifically the Financial Code Section 900 and following provisions ), financial institutions are required to act in good faith when resolving disputes and verifying consumer information. Capital Ones repeated failure to act on my behalf and restore access to my account is inconsistent with these obligations, and their refusal to accept valid identification is causing undue hardship. Furthermore, their lack of transparency regarding the reason for continued restrictions and the failure to provide clear guidance on the next steps appears to be an abuse of the account restriction process. 

Request for Immediate Action Given the circumstances outlined above, I am requesting that the Department of Financial Protection and Innovation immediately intervene and : Investigate the actions of Capital One in this matter to determine if their conduct is in violation of consumer protection laws. 
Ensure that Capital One promptly reviews my case and restores my access to my account without further delay. 
Provide guidance on any additional actions I may need to take to resolve this matter expeditiously. 
The ongoing delay in resolving this issue has caused me undue hardship and financial distress. I trust that the Department will act swiftly to address this matter, ensuring that my rights as a consumer are upheld and that Capital One complies with its obligations. 

Thank you for your attention to this urgent issue. I look forward to your prompt response and assistance in resolving this matter.

Company response to consumer: Closed with explanation