Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am filing a complaint regarding Capital Ones handling of a {$20000.00} check representing my entire savings balance from a closed account. My Capital One account was closed on XX/XX/year>, and the remaining balance was supposedly mailed to me by check. I never received the check. When I first contacted Capital One to report the missing check, I was informed by a representative that they would place a stop payment on the original check and expedite a replacement check to me. Based on that representation, I believed the issue was being resolved promptly. However, no replacement check arrived. Approximately XXXX week later, after still not receiving anything, I contacted Capital One again and was then told for the first time to check my XXXX email folder because an affidavit form had supposedly been sent to me. This requirement had never previously been explained to me. I asked them for a phone record to prove that the XXXX I spoke to did not explain that. They informed me that the phone records are Capital zones properties and wont be sharing that with me. I then had to print the affidavit form myself and bring it to a Capital One branch, only to be informed that the branch did not have a notary available. As a result, I had to travel to a different bank to obtain notarization in order to complete Capital Ones requirements. What is concerning is that the affidavit itself stated that Capital One could hold the affidavit for XXXX days. After submitting the completed notarized affidavit, I contacted Capital One again and was then informed that the bank could continue holding my funds for an additional XXXX days after receipt of the affidavit. This means that Capital One may effectively withhold access to my {$20000.00} savings for close to XXXX months after my account was closed, with no interests paid to me. This is completely unacceptable. These funds represent all of my savings, and I urgently need access to this money to pay debts and financial obligations that I currently can not cover without these funds. At no point during the account closure process was I warned that : mailing a check carried this level of risk, there could be months-long delays if the check was lost, or that alternative methods for receiving my funds were available. Had I been properly informed, I would have requested another method of payment or taken additional precautions. I request that Capital One review all recorded phone calls related to my account closure and subsequent contacts, as I believe those recordings will confirm that no such warnings, disclosures, or options were provided to me. I also request that Capital One : Immediately investigate the missing check ; Confirm whether the original check has been cashed ; Place or maintain a stop payment on the original check if it remains outstanding ; Reissue my funds immediately through a secure alternative method ; and Provide the legal or policy basis for continuing to withhold my money for such an extended period. I have made multiple attempts to resolve this matter directly with Capital One, but I have received inconsistent information and no reasonable resolution despite the severe financial hardship this delay is causing. Thank you for your assistance.

Company response to consumer: Closed with explanation