Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
Subject : Request for Investigation of Capital One Bank Denied Fraud Claims, Account Restrictions, Returned Refunds, Frozen Funds, and Improper Account Closure I am requesting that the Consumer Financial Protection Bureau and the Office of the Comptroller of the Currency investigate Capital One Banks handling of my accounts, fraud disputes, denied claims, returned refunds, account restrictions, and account closure decisions. Over the past several months, Capital One has subjected me to a series of actions that have caused substantial financial hardship and prevented me from accessing funds that belong to me. On XX/XX/year>, after my last legitimate ATM transaction, my debit card was lost. Shortly thereafter, my account experienced multiple unauthorized transactions, including ATM withdrawals, purchases, and two unauthorized XXXX transfers to an individual named XXXX XXXX, a person I do not know and who has never been in my contacts. The disputed transactions included : {$500.00} ATM withdrawal {$500.00} ATM withdrawal {$1200.00} purchase {$1000.00} XXXX transfer to XXXX XXXX {$1000.00} second XXXX transfer to XXXX XXXX {$1000.00} purchase {$200.00} ATM withdrawal {$70.00} purchase at XXXX XXXX {$15.00} purchase at XXXX XXXX I promptly reported these transactions to Capital One and fully cooperated with their requests. Capital One instructed me to upload supporting documentation and screenshots through its document portal. However, the upload system repeatedly failed and generated error messages preventing me from submitting evidence. I repeatedly contacted Capital One and requested an alternative method for submission. After being unable to use the upload portal, I emailed supporting documents directly to Capital Ones claims processing department approximately seven to ten times. Despite my repeated efforts, Capital One did not meaningfully acknowledge receipt of the documentation for approximately two months. Throughout this process, Capital One failed to provide provisional credit while investigations remained unresolved. Instead, disputed funds were removed from my account and I was left to absorb the financial losses. The pattern extends beyond a single dispute. Capital One opened multiple claims totaling more than {$18000.00} across my accounts, including claims for approximately {$7200.00}, {$5900.00}, {$3700.00}, and {$1600.00}. Despite the substantial amounts involved, Capital One ultimately denied many of these claims using generalized statements such as authorization and/or participation in the transaction activity without providing meaningful evidence or detailed explanations supporting those conclusions. The denial notices did not explain what evidence was reviewed, what records were relied upon, what specific transactions were allegedly authorized, or how Capital One determined that I participated in the disputed activity. At the same time, Capital One informed me that my accounts had been reviewed and that activity was allegedly inconsistent with typical customer account usage. Capital One restricted my accounts, prevented me from accessing funds, and notified me that my banking relationship would be terminated and that my accounts would be closed. What makes this situation particularly concerning is that Capital One previously closed my account, later reopened it after determining the closure had effectively been made in error, and then again restricted and moved toward closing the account while disputes and refunds remained unresolved. During this same period, I was actively attempting to recover refunds from XXXX. XXXX informed me that several refunds had been returned by my bank. I was forced to spend months communicating between XXXX and Capital One attempting to determine why refunds were not being credited and where the funds had gone. Capital Ones restrictions and account actions interfered with the processing of those refunds and delayed my ability to recover money owed to me. Even while maintaining positive balances, Capital One restricted my ability to withdraw funds from my accounts. I possess screenshots showing account balances while simultaneously displaying warnings that my funds were unavailable for withdrawal. I also continue to dispute the U-Haul transactions associated with account ending in XXXX. I did not authorize, initiate, approve, or benefit from those transactions and request that those claims be reopened and independently reviewed. Based upon the totality of these events, I believe Capital One failed to conduct reasonable investigations, failed to properly consider evidence submitted by me, failed to provide meaningful explanations for claim denials, improperly restricted access to my funds, interfered with merchant refunds, and repeatedly altered the status of my accounts without providing consistent explanations.

Company response to consumer: Closed with explanation