Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
I am submitting this formal complaint against Capital One regarding their unjust handling of my personal account, false accusations of fraud, denial of basic banking requests, and mishandling of federally protected VA XXXX income. 

On XX/XX/year>, I attempted to transfer funds from my Capital One account to an external bank account. This external account had already been verified through Capital Ones own online process using two micro-deposits to confirm ownership. 

Despite this, Capital One froze my account without notice, citing suspected fraudulent activity. I contacted Capital One myself for clarification and was connected with a representative who informed me that I was required to verbally confirm ownership of the external account before the transfer could proceed. 

The representative presented me with an ultimatum : Either verbally verify the external account immediately, or Have my account closed for fraud. 

I attempted to de-escalate the situation by asking the representative to cancel the transfer entirely, which I believed would resolve any concern. However, she refused, saying that the transfer could not be canceled. 

Next, I requested to receive a cashiers check instead, so I could access my own funds without involving the external account at all. Again, the representative refused, stating that I could not be issued a check unless I completed the verbal verification of the external account the very issue I was trying to avoid. 

This entire approach was inflexible, coercive, and unnecessary especially considering I had already gone through Capital Ones verification process successfully. More critically, the funds in question were my VA XXXX payments, which are federally protected and essential to my daily living. 

Despite my good-faith efforts to resolve the situation, Capital One proceeded to initiate account closure. On XX/XX/year>, I received an email stating that my account was being closed. Then, on XX/XX/year>, I received a XXXX letter repeating the same message. 

These actions have left me without access to vital resources and have caused substantial emotional and financial harm. I continue to receive communication from Capital One regarding this account, which I now consider to be unwanted and harassing, given the circumstances. 
I am requesting CFPB investigation on the following grounds : Freezing of my account on XX/XX/XXXX without notice or valid justification False accusation of fraud despite verified account activity Coercive demands from a representative, offering only account closure or verbal verification as options Denial of reasonable requests, including canceling the transfer and issuing a cashiers check Mishandling of VA XXXX payments, which are federally protected Repeated communication from Capital One, despite the situation being escalated and causing undue stress I respectfully request a thorough investigation into Capital Ones handling of this matter, including the legality of their fraud procedures, their refusal to provide alternative access to my funds, and their treatment of federal XXXX income.

Company response to consumer: Closed with explanation