Consumer complaint received 2025-07-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/year>, XXXX friends sent XXXX XXXX payments to my Capital One account totaling {$670.00} ( {$150.00}, {$420.00}, and {$100.00} ). These transfers were legitimate personal debt repayments, and I have full documentation proving their authenticity. Shortly after receiving the funds, Capital One contacted me requesting verification of these three specific transactions. Despite receiving an official email stating that only these three transfers required verification, their system repeatedly prevented me from confirming them due to issues with their phone number validation process. I attempted to complete this verification multiple times without success. 

In addition to the {$670.00} received by XXXX, I also have three pending debit card transactions for {$1000.00}, {$1000.00}, and {$1400.00}, which are clearly reflected in my outstanding account balance. However, Capital One froze all funds in my account without justification, despite my proactive calls to verify these transactions, including the XXXX transfers and pending debit card charges. 

It's critical to note that my account wasn't frozen until after my call ; immediately afterward, my entire account, including my savings account, was frozen. I received email confirmations of the XXXX payments, which were successfully posted to my account before the freeze. 

I contacted Capital One to resolve this issue in good faith, but the representative I spoke with failed to ask me the necessary verification questions related to the XXXX XXXX transfers. Instead, my account was frozen, and I was subsequently informed it would be closed, with no clear timeline or commitment as to when the funds would be returned to me. 

This situation has left me in an extremely vulnerable position : completely disconnected from my own money, unable to meet my financial obligations or pay essential bills. I made every effort to verify the transactions and cooperate with Capital One, but was unable to do so due to the limitations of their system and the poor handling of my case by their representatives. 

I contacted the bank again on XX/XX/XXXX, but was still unable to resolve the issue, in part because my friends who sent the XXXX payments are out of state and unavailable for in-person verification. It's important to note that this entire situation could have been easily resolved if Capital One had handled it properly and verified the correct information. Instead, I am left with a frozen account, inaccurate notes from a mishandled call, and no resolution in sight. 

I now formally request that Capital One immediately release my funds. Failure to do so is not only unfair, but could constitute an unlawful detention of my personal funds. 

I want to emphasize that I have made multiple good-faith attempts to resolve this issue. However, your representatives have relied solely on inaccurate notes from an agent who mishandled the call and included incorrect information. 

Additionally, on Friday, XX/XX/year>, I received a call from Capital One at XXXX. An agent asked me about the complaint I filed with the CFPB ( number XXXX ) and assured me I would receive a follow-up call on Monday with updated information about my funds and account. This call never came. Since then, I have called Capital One multiple times on Tuesday and today, Wednesday, XX/XX/year>. Each representative I speak with gives me different information and asks inconsistent questions, only to tell me my account will be closed and my banking relationship terminated, without providing any timeframe or confirmation of when I will receive a check or have access to my money. 

All XXXX transfers are verified, and today my account balance matches the available balance. However, my funds remain frozen, with no release, no check issued, and no resolution. To top it all off, the last agent I spoke with today was rude, dismissive, and offered only generic and unhelpful answers, offering no help at all. The Capital One representative who promised to return my call never did. My checking and savings accounts remain frozen, and the bank refuses to finalize the account closure and send me the money. 

I demand that Capital One resolve this matter immediately by releasing all my funds without further delay. I have done my part to verify these transactions ; any further delay is unjustified, unreasonable, and unacceptable. The phone numbers of the people who made the payments to me ( but could not be verified ) are the same as the numbers listed on their accounts. This is somewhat illogical, since the XXXX payments have not been disputed and are verifiable.

Company response to consumer: Closed with explanation