Consumer complaint received 2022-12-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/2022, I opened multiple accounts with Capital One looking to establish a banking relationship with them, I have recently been approved for a XXXX Rewards For Good Credit, credit card and thought why not. They were two checking accounts and a savings account. A couple of days later in order to fund the accounts I decided to transfer {$2000.00} to the savings account and {$500.00} to a checking account from my bank account at XXXXXXXX XXXX  which I've had my savings with them for a while now, a paycheck of {$300.00} was deposited to the other checking account. In the confirmation emails, they informed me that it would take multiple days to process the transfers and deposit in order to validate them. On XXXXXXXX XXXX XXXX, I received an email stating that the transfers and deposit were completed, I saw the money being available through online access at the Capital One website and mobile app. On XXXXXXXX XXXX XXXX, I received two emails stating that my Capital One account ( XXXX ) have been restricted for my protection and needed to verify some activity before it could be unrestricted. On the mobile app it showed that the funds in the accounts were not available for withdrawal. I phone up, and a representative told me that in order to proceed, they needed to confirm the deposits on the senders end ( XXXX XXXX  ) and to verify that I was the owner of the account. As I'm currently studying in XXXX XXXX, I tend to log in the online access and mobile apps from time to time to check activity so that I'm aware of what's coming in and out. The representative pointed out my online login details and then proceeded to ask me about the devices I use, but I can confirm that they were all me. After that, they then told me to call in the next day so that they could call the XXXX Bank and verify these details. On XXXX, XXXXXXXX XXXX I phone up Capital One and informed them about the conversation I had the previous day. The representative this time starts asking me questions like the one from the previous phone call, like, what devices were I using? If I was using a VPN or not? Moving on they went and called XXXX XXXX, After reaching a representative I was able to verify that the XXXX account was indeed mine, and I thought this would have solved the issue. I stayed with the Capital One representative, who told me they were finishing things up on their end. About 10 minutes later, they informed me that they reached a decision on closing my accounts. After waiting for a while and going through all the trouble of verifying the accounts, I was shocked at the outcome. They couldn't diverge me any details about the decision and told me that they would mail a check with the total amounts to my address, they also were conducting an investigation about the matter. On XXXX, XXXX, 2022, I received a similar email to the previous days that stated my account ( s ) have been restricted and needed to verify some activity, only this time it added that based on their recent review my accounts may be closed, and the money would be deposited to a linked external account or a check would be mailed to me. That same day, I tried reaching out to several representatives in order to get a reason behind the decision, but unfortunately they didn't know what was going on or couldn't give me full details. One said that they have sent out a letter to me explaining the details, but I've yet to receive this letter. Another one said that it could have been the system that triggered the restriction, since they use public and private servers. In the end, I've decided to wait and see what would happen. In early XXXX I received a statement from the accounts and I actually saw that it was earning interest. I was surprised at the fact, it was like nothing happened. I thought at that moment that they may have finally closed the accounts, But on XXXX, XXXX, 2022 I can still see the accounts still be opened through online access. As of the date of this writing, XXXX, XXXX, 2022, I can still see the accounts being opened and still earning interest. Two months after my last phone call, they still haven't resolved this matter.

Company response to consumer: Closed with explanation