Consumer complaint received 2025-08-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I opened a new Capital One 360 account in late XX/XX/year> and fully verified my identity using Capital Ones own online portal, including uploading my drivers license and Social Security number. I confirmed in advance with Capital One representatives that there were no account issues before depositing my insurance settlement checks from XXXX  XXXX, related to a motor vehicle accident claim. 

On XX/XX/year>, I deposited three checks through the portal. On XX/XX/year>, I deposited two additional checks. Two of these checks were large payments that Capital One specifically instructed me to overnight via XXXX at my own expense. I have XXXX tracking confirming delivery and Capital Ones email acknowledgments for each deposit. 

On XX/XX/year>, my account was placed under a fraud restriction. I spoke with XXXX, a Capital One manager, who reviewed my account in full, verified all XXXX claim details, and confirmed there was no fraud concern. He removed the restriction that same day, stating my account was in good standing. I have the recorded call. 

Despite no new transactions after XX/XX/XXXX, on XX/XX/year> Capital One reimposed the restriction, coinciding with the date my two largest checks were scheduled to clear. This restriction again blocked all access to my funds.

Capital One refused to return my checks before processing, despite my explicit request on a recorded call, and instead stated the funds would continue to earn interest. I was not requesting interest I was requesting the return of my property. 

On XX/XX/year>, Capital One escalated their demands, stating they would not speak to me or answer questions unless I went in person to a branch with my drivers license and Social Security card. I had just renewed my license on XX/XX/year> and currently only possess a paper license. I also just ordered a replacement Social Security card, which can take up to 30 days to arrive. 

This account freeze has cut off my only access to money for housing, utilities, and transportation, and has caused severe financial and emotional harm. I am a federal witness and verified XXXX XXXX XXXX under DOJ protection, with documented XXXX  XXXX. Georgia is a one-party consent state, and all calls are lawfully recorded. 

Violations & Concerns : Breach of Contract & Bad Faith Restrictions reimposed after prior clearance by a manager ( XXXX, XX/XX/XXXX ) with no new activity. 

Failure to Disburse Funds as Instructed Holding and refusing to return deposited checks despite request.

Potential UDAAP Violations ( 12 U.S.C. 5531, 5536 ) Unfair and deceptive acts by giving conflicting instructions, changing requirements after deposits, and withholding access to essential funds.

EFTA / Regulation E Concerns ( 12 CFR 1005 ) Denying access to own funds without due process.

Discrimination & Retaliation Risks Ignoring my protected status as a XXXX XXXX and person with XXXX. 

Attachments I am Providing : Copies of all XXXX XXXX settlement letters and check stubs. 

XXXX receipts and Capital One deposit emails. 

Transcripts and audio of calls with XXXX ( XX/XX/XXXX ) and other Capital One staff. 

Emails confirming account setup and prior verification. 

Documentation of my DOJ XXXX status and XXXX  XXXX.

Company response to consumer: Closed with explanation