Consumer complaint received 2023-04-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Capital One restricted my account on XX/XX/XXXX, making me unable to withdraw money directly from the account. Believing this was just a simple misunderstanding, I made a call to Capital One in an attempt to try to correct this and came to the realization that Capital One believed I was somehow involved in fraudulent activity and that I was a risk to their company and so they were moving to end relationships with me completely. Absolutely baffled by this, I made several more calls from XX/XX/XXXX through XX/XX/XXXX. Listening to the limited information they did give me, it seemed that my account was being closed due to the fact that I attempted to make multiple transfers from an external checking account to my Capital One savings account and my external bank for some reason reversed this. I continued trying to make the transfer as I thought my external bank would contact me if anything was wrong and that the reversal was just a precaution. I had already verified my external account under my name through Capital One 's system. I was confused as this was my first true bank account as an adult, my external checking account was a focus card from a job I worked over the XXXX  as a XXXX. I believe the problem was that I may have tried to conduct too many transfers too quickly and that there may have been an accidental transfer in which the amount of money in my external account didn't match, however, at the time I didn't think much of it. After calling Capital One and learning of the situation, I decided to call my external bank and they told me the best option I had was to prove to Capital One that I own the external bank account by showing them a bank statement or other information that would indicate my innocence. Throughout multiple calls to Capital One I several times expressed my desire to provide information to them to aid in the " investigation '' they claimed they were conducting. If such an investigation was taking place and they took time to ask me or my external bank questions I believe my innocence would've been very easily proved as the external account has my name on it and I can very easily prove it is my account and that I attempted to make the transfer. Each time I was met with the same scripted response that they were unable to provide any information and that they were ending relationships with me due to suspicious activity. I assumed this suspicious activity was the reversed transfer as that was the only thing that made any sense. I only recently created both accounts this year and there was no other notable activity that could be considered suspicious. They wouldn't give me any chance to even dispute any of the claims they made and I was just left in the dark about the whole situation. To put an end to the situation I decided to just accept the fact that my bank was inevitably going to be closed as I was getting tired of trying to deal with such an unresponsive and unhelpful customer service team that would just give me the same response repeatedly without caring about my situation. It seemed that they all were just trained to repeat the same thing regarding anything about an account closeout or restriction. Even being on the phone with a supposed manager on XX/XX/XXXX proved useless as they also repeated the same phrases I was now used to hearing. I'm still completely confused by the situation as it was a simple reversal of a transfer and didn't warrant complete account closure. I was informed of my account closure by email on XX/XX/XXXX at XXXX XXXX. I am writing this complaint to ensure that Capital One doesn't wrongfully report that I conducted fraudulent activity so I can save my relationship with future banks as I am still young and wouldn't appreciate my life being negatively impacted due to a bank 's negligence.

Company response to consumer: Closed with explanation