Consumer complaint received 2025-09-22 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Deposits or withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint narrative:
b'To: Consumer Reports\nFrom: XXXX XXXX XXXX\nDate: XXXX XXXX XXXX\nSubject: Formal Complaint Regarding Unresolved Issues with Capital One Accounts\n\nDear Consumer Reports,\n\nI am writing to you as a last resort to report an ongoing and deeply frustrating issue with Capital One Bank. For nearly three months, I have been attempting to resolve a serious banking problem with no success, despite my extensive efforts to cooperate with the bank.\n\nI have been a loyal Capital One customer for many years, with a high credit score and a history of never missing a payment on my credit cards. I also have a significant Certificate of Deposit (CD) with the bank, valued at nearly XXXX, and have accumulated XXXX to XXXX credit card miles.\n\nMy accounts were compromised by a hacker, and after a thorough investigation, Capital One\'s own fraud department confirmed this unauthorized access. However, despite their confirmation, I have been met with an unacceptable lack of assistance in regaining access to my accounts.\nCopy of email sent directly to Capital One Band manager I spoke with in XXXX Tx.\n\nSending this email to you as a last resort. I\'ve been calling about a banking issue and credit card problems for almost three months now. I spoke with every department you have over there in your bank. Credit card, fraud, management, I\'ve tried everything. No luck so far. Thought I would reach out before this gets to be a huge problem for me and Capital one. \nI had a couple of credit cards with Capital One ( never missed paymentXXXX credit score, customer for years)and a CD for around XXXX. Ive been trying to send in all the requested paperwork, but it seems like the folks over there are not helping. I even went into the bank a couple of times, sat down with the bank manager, and called the Capital One fraud department. Even this didn\'t work to prove it was me trying to get back online. I had XXXX XXXX of Capital One, XXXX XXXX XXXX XXXX, Texas XXXX call with my passport, Driver\'s license in front of her. We were told they had received the documents and had been approved. Tel number for Capital One XXXX XXXX XXXX XXXX.\nHere\'s the message I sent the Capital One manager:"\n\n \nXXXX XXXX XXXX XXXX (XXXX days ago)\nto XXXX\n\nXXXX\nDear Capital One Customer Service,\n\nI am writing to follow up on a long-standing issue concerning my Capital One accounts. I have been a loyal customer for many years and am disappointed with the lack of progress and communication regarding my case.\n\nThe unresolved issues include:\n\nA Certificate of Deposit (CD) worth nearly XXXX.\n\nApproximately XXXX to XXXX credit card miles.\n\nUnexplained account holds and an inability to access my funds and earned miles.\n\nDespite submitting all the requested paperwork, I have not received a substantive response from Capital One. This issue has persisted through conversations with over XXXX  different representatives. The lack of a clear explanation or timeline for resolution is unacceptable.\n\nI have found some support from two of your team members, Juanna and you, but I need a definitive resolution. I am requesting immediate action to resolve these matters and release my funds and miles.\n\nI have stopped by Capital One Bank several times and made over XXXX calls to various departments trying to resolve this problem.\n\nIf this cannot be resolved promptly, please provide me with your manager\'s direct contact information so I can escalate this issue. I prefer to resolve this amicably, but I am prepared to seek legal counsel if necessary.\n\nI trust that we can find a solution that honors my long history as a Capital One client. I look forward to your prompt response.\n\nSincerely,\n\nXXXX XXXX XXXXn\nI have spoken with representatives from every department within the bankfraud, credit card, and managementon numerous occasions. I have submitted all the requested paperwork multiple times. In a desperate attempt to resolve this, I even visited a physical bank branch in XXXX, Texas, where a bank manager, XXXX XXXX, personally verified my identity using my passport and driver\'s license. We were told the documents were received and approved. Yet, I am still unable to access my funds or my miles.\n\nThe attached email, which I sent to the Capital One manager, further details my attempts to get this resolved. After countless phone calls and emails, I have received no substantive explanation for why my accounts remain inaccessible.\n\nI am prepared to take legal action if necessary, but I am hopeful that by bringing this to your attention, a reputable organization like Consumer Reports can help me find a swift and just resolution.\n\nThank you for your consideration of this matter.\n\nSincerely,\n\nXXXX XXXX XXXX\nTel: XXXX\nEmail: XXXX

Company response to consumer: Closed with explanation