Consumer complaint received 2025-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
In XX/XX/XXXX, XXXX abruptly closed my account without warning and issued me a check for {$1100.00} representing my remaining funds. I deposited this check via mobile deposit into a newly opened Capital One account after being informed that the funds would be available within two days.

When I submitted the check, the images I took were clear, properly captured, and accepted by Capital Ones mobile deposit system without error. The check processed successfully and the funds initially appeared as available and pending in my account. At no point was I informed that there was an issue with the images at the time of deposit.

Several days later, Capital One sent an email stating that the check was placed on hold until XX/XX/XXXX. When I contacted Capital One, I was told for the first time that the check image was messed up or unreadable due to Capital Ones image processing. Despite this claim, the check had already been processed and reflected as available on my account, only placed under a hold.

Capital One further stated that even when XX/XX/XXXX arrives, the check may still not be processed due to this image processing issue. This directly contradicts the hold notice stating the funds would be available at that time. Capital One acknowledged this was a processing error on their end, not an error with the images I submitted, yet refused to take accountability.

I was told Capital One could not do anything further and that my only option was to contact the issuer, XXXX, and request that the check be canceled and reissued. 
I contacted XXXX, who informed me they could not cancel or reissue the check because it was considered already cashed. XXXX stated they would only be able to reissue a new check if Capital One provided a detailed written letter explaining the specific issue with Capital Ones image processing, what type of hold was placed, and why the check could not be completed.

I returned to Capital One and requested this detailed letter. Capital One refused. I have over 30 minutes of recorded calls related specifically to this refusal, in addition to over an hour of additional recorded calls, during which Capital One representatives refused to explain the type of hold, refused to provide documentation, dismissed my concerns, hung up on me, and declined to pursue any resolution.

Capital One stated that the original email showing the XX/XX/XXXX hold was sufficient for XXXX to cancel the check. When I provided this email to XXXX, they stated they could not act because the email reassured that the check would be processed in XX/XX/XXXX, making cancellation impossible. I relayed this back to Capital One and was again told nothing further could be done.

Capital One then stated the only remaining possibility would be a three-way call if XXXX was willing to participate. I contacted XXXX to request this cooperation and have now sent over six emails with no response over several weeks.

I still possess the original physical check and can provide images showing that the check was intact and readable at the time of deposit. These images can be compared against the altered and degraded check images produced by Capital Ones processing system. Despite this, Capital One refuses to accept responsibility for their processing error or provide documentation necessary to resolve the issue.

As a result, I have been left without access to my funds due to Capital Ones refusal to provide required documentation and the issuers failure to cooperate. I have exhausted all reasonable efforts. This prolonged funds unavailability, lack of transparency, and refusal to resolve the issue through no fault of my own is unacceptable.

Company response to consumer: Closed with explanation