Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
OnXX/XX/XXXXXX/XX/XXXXXX/XX/scrub> 2026 I deposited a physical check issued under my name into my Capital One Checking account at a Capital One Branch ATM. Due to it being a XXXX, my check didnt process until XX/XX/XXXX XX/XX/scrub> 2026 ; the first business day. According to my original email and information I obtained via my Capital One app, I was informed the check processed without issue and Id have {$270.00} available from that deposit the following business day, with the remaining {$2800.00} becoming available the second business day. On XX/XX/XXXXXXXX XXXX, 2026 at XXXX XXXX ET I receive an email from Capital One stating that, After an in-depth review of the check deposits you made on XX/XX/scrub> 2026, into your account ending in XXXX, we believe theres an increased risk that the deposit may return based on confidential information that indicates the check may not be paid. To protect you from this potential risk, weve decided to delay the availability of all or part of {$3100.00} until XX/XX/scrub> 2026. Followed by a message that said, Please note that you dont need to take any action. As long as the items dont return, these funds will automatically become available on XX/XX/year>2026. Then a few hours later on the same exact day at XX/XX/XXXX ET, I receive a second email stating the same exact thing, this time with a different date. This email said, After reviewing your check deposit activity on XX/XX/scrub> 2026 for your account ending in XXXX, the availability of {$3100.00} has been delayed until XXXX. Based on confidential information, XXXX or more of the check deposits may not be paid. You dont need to take any action. If the funds dont return, theyll automatically become available on XXXX. After these emails, the following day,XX/XX/XXXXXX/XX/year>2026 I decide to call the XXXX number within that email to reach Capital One and inquire as to what is going on. I explained the situation to the representatives, though each time I got a vague response as to what was going on. Initially I was told that the bank had to verify the check with the issuer, which in this case was the attorneys office whom issued my check. They asked for their contact info and number, which is also present on the check deposited, which they also have access to see themselves. This first call to Capital One occurred on the XXXX of XXXX at XXXXXX/XX/XXXX ET. After my call with the representative, I call my attorneys office to verify that Capital One verified the check, since I had agreed with the rep to reach back out after I spoke with them, I was asked the purpose of the check, which I disclosed it was a settlement check from my attorneys office. The issuer told me over the phone that Capital One had verified the check information with them as of XXXXXX/XX/XXXX ET on the XXXX of XXXX, 2026 and that it was now the responsibility of my financial institution to clear the check as the issuer had done their due diligence. The phone call with my attorney was at XXXXXX/XX/XXXX ET. I then call back Capital One at XXXX PXX/XX/XXXXET to speak to a new representative who I then relay the updated info to, just to be met with another piece of information, this time the bank claimed they wanted to verify the check with the issuing bank, which at first I was told they denied due to a business decision, which wasnt specified to me initially in more specific terms. Before that second rep could finish explaining everything, the call dropped on their end and then I called again at XXXXXX/XX/XXXX ET to speak to a new representative who and try to obtain a resolution. This new rep reiterates the information relayed to me by the previous XXXX reps and cites the notes they have, where they emphasize how I was already explained the process and reasons for the check being held. I inquire as to whether theres any recourse or options to access funds, even if partial and the bank offered me no options but to wait until the XXXX of XXXX for the check to clear and offer a screen grab of my emails from the bank to my utility providers as an excuse as to why I may be late meeting any financial and personal obligations and that the utilities would be understanding in regard to the matter, given how things went nowhere, we concluded the call. Later on the same day at XXXXXX/XX/XXXX ET, I call to this time hopefully speak to a Supervisor to escalate the matter with a higher ranking staff member. I first get in touch with a rep, I ask to speak to a Supervisor, which the rep then asks about the matter to see if they can better assist, in hopes of avoiding the need to speak to a manager. I then go over the matter with the rep who then re-explained the matter, this time reiterating from the notes and offering no options, telling me that if I spoke to a Supervisor, Id be informed the same exact information theyre relaying and that there is nothing else to do other than wait for the XXXX. Since the matter initiated Ive done by due diligence by verifying that I met the thresholds for filing this complaint. The check issued to me doesnt exceed {$5500.00}, my account isnt a new account, it is nearly XXXX XXXX XXXX, the account has generally been in good standing and it isnt my first time depositing a check on this account, which is even at the time when I did, I faced the same problem, though in that instance I was able to get the hold on a {$1000.00} check lifted the same day. This time it has happened again and there has been little to no specific justification other than they believe the check wont clear, without providing concise evidence or sources as to why or how they have reached this conclusion. I have tried to resolve this various times with my financial institution and have now decided to file this complaint as a last resort to attempt to reach a resolution, in order for me to be able to access the very funds I am entitled to. After speaking on the phone with a CFPB rep I briefly went over the matter, ensured with the rep if I met the guidelines to submit this complaint to which I was told I did after the rep reviewed it the guidelines for check deposits and reviewing capital ones policies in regards to check deposits. All I am looking for is for a resolution that is fair and just and that I as a customer can exercise my rights and access my funds as prescribed by law.

Company response to consumer: Closed with explanation