Consumer complaint received 2026-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Capital One - Checking Account Late XXXX Opened a checking account with Capital One. I wanted to move away from my current bank and thought Capital One was a good option. XX/XX/year> Received my paycheck from my employer in a form of a paper check ( have been receiving my paycheck this way for years ) Deposited the check via mobile deposit through the Capital One App - Total Amount : {$1800.00}. -received notification email of successful deposit at XXXX -received another notification email at XXXX stating my funds will not be available until XX/XX/XXXX - reasoning " 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 the {$1800.00} until XX/XX/year>. '' XX/XX/year> -received another delay email of my check stating " after reviewing your check deposit activity on XX/XX/year> for your account, the availability of {$1800.00} has been delayed until XXXX. My check is now on hold for 60 days. Called the number listed on the email to speak to a Capital One Representative early in the morning- around XXXX. However, the issue could not get resolved because the representative needed to talk to my employer. He was not in the office yet. Called again later in the morning when my employer was in the office. The representative spoke to my employer to confirm the check and called the issuing bank XXXX XXXX XXXX XXXX ) to confirm. However, the representative let me know the line was busy and could not get ahold of anyone at XXXX XXXX XXXX. At this point, my gut feeling told me this situation is a bit sketchy so I decided to hang up the phone and go to my nearest Capital One XXXX to confirm. Spoke to the Capital One XXXX and confirmed the email 's validity and the phone number. She also saw internal notes of me speaking to the two representatives. Told me to come back in 2 days on XX/XX/XXXX. XX/XX/XXXX I went back to the Capital One XXXX to speak to a representative. They sat with me and called the correct representatives at Capital One to resolve my issue and to release my funds. I spoke to 2 people. 1st person- Was not helpful. I identified myself by uploading my ID, confirming my employer information, etc. Told me my funds will not be available until XX/XX/XXXX. 2nd person- Was more helpful. She called my employer to confirm the validity of the check again. Called the issuing bank ( XXXX ) again, but told me she could not reach a representative because it was after business hours. She could not help me further. The Capital One XXXX representative told me they were going to write a case for me so that the issue can be escalated and I will have someone assigned to me. I was at the Capital One XXXX for 2 hours trying to get my funds released. It is now XX/XX/year>. Nearly a month later. I have still not received my funds or have heard back from Capital One. I have confirmed with my employer that the check has been cleared from their account. I also see on my Capital One app that my check has indeed been deposited, but it is not available for me to use. I have no idea where my money is. Please release my funds now.

Company response to consumer: Closed with explanation