Consumer complaint received 2023-09-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I successfully submitted a check for deposit of {$3100.00} to my checking account on XX/XX/2023. My checking account at the time contained a total of {$50.00}. 
On that same day ( XX/XX/2023 ), I received another email saying my deposit had been successful and I could go ahead and destroy the check. 
I was provided with the following details regarding my successful deposit : Amount : {$3100.00} Deposited on : XX/XX/2023 Fully available on : XX/XX/2023 Again, on that same day ( XX/XX/2023 ), I received another email regarding the check. 
The email contained the following information : XXXX XXXX, After an in-depth review of the check deposit ( s ) you made on XX/XX/2023 into your account ending in XXXX, we believe there's an increased risk that the deposit may return based on confidential information that indicates the check may not be paid. To protect you from this potential risk, we've decided to delay the availability of all or part of {$3100.00} until XX/XX/2023. 
Please note that you don't need to take any action. As long as the item ( s ) don't return, these funds will automatically become available on XX/XX/2023. 
On that same day ( XX/XX/2023, I received a fourth email which contained the following : Dear XXXX, We're restricting your Capital One 360 account ( s ) until we can verify your recent account activity. 
Based on the results of our review, your account ( s ) may be closed and your balanceplus all interest earnedwill be transferred to your externally linked checking account. If you don't have an externally linked checking account or if the account linked is no longer open, a check will be mailed within 7-10 business days to the address on file. 
If you have questions, please give us a call at XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX  XXXX XXXX XXXXXXXX. 
Thanks for choosing Capital One. 
On XX/XX/2023 the check I deposited had cleared and the funds were deposited into my account ; however, Capital One had restricted my account and I had no way of accessing my funds and had no way of withdrawing any money from the account whether it had come from the check or not. 
I contacted Capital One on XX/XX/2023 at XXXX per their instructions. 
When I spoke to their resolutions team, I was told that my entire account had been frozen, and they needed to contact the check issuer to verify this check was given to me by them. I provided several points of contact for the check issuer to the Capital One team and they either couldnt get a hold of them or refused to call them in the first place. I was then told that my entire account was now under internal Investigation. The capital one team then told me that even if they spoke to the check issuer and confirmed that I was given these funds by them, I still wouldnt have access to them bc they were now performing an internal investigation and they couldnt provide any information as to why, or if there was anything I could do to help speed up the process and gain access to my funds. They refused to work with me, and rejected any attempts to aid in improving this situation. I was told by the Capital One team that this investigation could take up to 90 days and there was nothing I could do to help my case and there was nothing I could provide to speed up the process. 
On XX/XX/2023 I received an email containing the following : XXXX XXXX, We're reaching out to let you know your account ending in XXXX was closed. If you have any questions, please contact us. We'll be happy to help you. 
Thanks for choosing Capital One. 

After several attempts to get information on this matter, very little information was given even after my account was closed. 
I was at some point told that a check with my funds had been mailed out to me because I no longer had an account with Capital One. When no check arrived in the mail after two weeks, I contacted Capital One and was now told that they couldnt mail a check bc they needed to contact the check issuer first, so the capital one team was now providing information that was not matching what other team members were saying. There was not cohesive understanding as to what was going on with the account and various Capital One team members provided me with mismatched and confusing information. 

The total balance of the account is currently {$3400.00}, and none of these funds have been given to me regardless of them having nothing to do with said check. 
Reminder that the check I deposited was only {$31000.00} ; therefore, an additional {$320.00} was stolen by capital one from my account and they refuse to return my funds. 
It is now XX/XX/2023. It has been a total of 45 days since I deposited this check into my checking account. A total of 39 days since the check cleared. A total of 36 days since my account was closed by Capital One and my funds have still not been returned. 
Last time I contacted the Capital One team was the week of XX/XX/XXXX and nothing has been resolved.

Company response to consumer: Closed with non-monetary relief