Consumer complaint received 2025-09-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
Subject : Urgent Complaint Failure to Restore Capital One Accounts Access After Document Submission To Whom It May Concern, I am writing to file a formal complaint regarding Capital Ones mishandling of my sons ( A. ) accounts verification process. I request that these issues be reviewed to ensure accountability and to prevent other customers from facing similar hardship. 

Background and XXXX XX/XX/year>XXXX  : Our son received an email from Capital One requiring verification of identity within 30 days or account would be restricted. The fact Capital One has waited over a year of A. being an adult to begin the conversion from teen to adult account should also be noted. Since his account remained classified as a teen account solely due to Capital Ones failure to process the transition when he turned XXXX, I am well within my rights as his parent to discuss and resolve this matter directly. 
About XX/XX/year>XXXX  : All required documents for transitioning A. 's account from teen to adult status were submitted through Capital Ones portal. The portal confirmed receipt. 
XX/XX/year>XXXX  : A. received an email from Capital One stating documentation was rejected, with no reason provided other than the documentation was unacceptable, even though the document he uploaded was on the list of acceptable documents. 
XX/XX/year>XXXX  : Capital One restricted A. 's accounts. No notice was ever provided that the documents were missing or insufficient from the XX/XX/XXXX upload. 
XXXX XXXX XXXX : In every call we initiated, representatives reached out to another department and reported back that the account was waiting in line for review, and that the process could not be escalated. 
XX/XX/year> : As parents, we received email from Capital One that a new teen debit card was being mailed. The need for this is unknown given his account is restricted and in the process of changing to an adult account, further complicating the matter. 
XX/XX/year> : A representative confirmed the documents were present, submitted an escalation form on our behalf, and assured us the matter would be resolved within 24 hours. 
XX/XX/year> : The account remains locked. Todays representative contradicted prior assurances, claiming the documents were missing and requesting resubmission. We also received conflicting directions on whether one or two documents were required. Regardless, no email with link was ever received for documentation resubmission. I informed the representatives if the account was not open at the close of business ( XXXXXXXX XXXX  EST ) I would be filing a complaint. It was not opened at close of business. 
XX/XX/year>XXXX  : A.s received an email at XXXX that his account had been unlocked, which we have now confirmed. But no resubmission of documents was provided. 

Issues and Impact This mishandling has left Capital One in violation of its own stated three-day timeline disregarding the original submission on XX/XX/XXXX by saying we need to resubmit documentation and not unlocking his account. 

Meanwhile, Capital One continues to accept direct deposits into the account while denying access to funds, by any method of withdrawal, for essential needs such as rent, transportation, and groceries. This has caused financial hardship, unnecessary fees, and significant distress. 

Required Action This situation and the excessive time involved to push a company to act reasonably and follow its own processes is unacceptable. I request immediate executive intervention to : 1. Restore full access to my sons account without further delay. Update : As of the morning of XX/XX/year>, account access is now restored. 
2. Provide a written explanation for the repeated failures and contradictory instructions.

3. Confirm what corrective measures Capital One will implement to prevent recurrence for us and others.

4. Confirm that a new procedure for communicating with parents that a transition from a teen to adult account will be implemented.

Capital Ones failure to adhere to its own timelines and to provide consistent, truthful communication is a breach of customer trust.

Company response to consumer: Closed with explanation