Consumer complaint received 2025-10-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am requesting supervisory review of my Capital One complaints ( XXXX and XXXX ) because the company submitted identical responses to two separate claim numbers ( XXXX and XXXX ). Both letters, dated XX/XX/XXXX and XX/XX/year>, recite the same {$1000.00} XXXX XXXX transactioneven though one complaint concerns a completely different {$1700.00} dispute.

This violates : 12 C.F.R. 1005.11 ( d ) requiring a distinct, good-faith investigation for each error ; 12 U.S.C. 5536 ( a ) ( 2 ) prohibiting deceptive or misleading responses to a federal agency.

Capital Ones duplication shows there was no individualized review. I have attached both letters side-by-side as evidence.

Additionally, Capital One admits that a {$1700.00} provisional credit was issued but still blocks my access to the account while allowing recurring debits to post. Under Reg E 1005.11 ( c ) ( 2 ) ( i ), provisional funds must be available for consumer use pending investigation. Their restriction of those funds is unlawful.

I respectfully request the CFPBs Supervision and Enforcement Division formally review Capital Ones practices for : failure to conduct good-faith investigations ; pattern of copy-and-paste responses to federal complaints ; and violation of Reg E and UDAAP standards.

This matter involves withholding of federally protected deposit funds and false reporting to a regulator. Please escalate beyond standard closure status.

Thank you for your time and attention to a serious regulatory breach.

Capital One, N.A. has repeatedly violated Regulation E ( 12 C.F.R. 1005.11 ), the Consumer Financial Protection Act ( 12 U.S.C. 5531 et seq. ), and its own Rules Governing Deposit Accounts ( Effective XX/XX/year> ) through deliberate mishandling of my account, falsified dispute responses, and ongoing denial of access to provisional funds.

FACTS Two distinct CFPB complaints ( IDs XXXX and XXXX ) with separate claim numbers ( XXXX and XXXX ) were filed for two different transactions ( {$1000.00} vs {$1700.00} ).

Capital One issued identical, word-for-word responses dated XX/XX/XXXX and XX/XX/year>, referencing only the {$1000.00} charge and completely ignoring the {$1700.00} claim.

Despite acknowledging a provisional credit of {$1700.00}, Capital One suspended my account on XX/XX/year> and still allows automated debits and subscriptions to post while denying me any access.

I have supplied all supporting documentation and receipts, yet the bank continues to cite the wrong claim in every communication.

VIOLATIONS 1. Reg E 1005.11 ( c ) ( 2 ) ( i ) Provisional funds must be available for use during an open investigation. Blocking my access while allowing internal debits is an unlawful reversal of credit.

2. Reg E 1005.11 ( d ) Requires a reasonable, individualized investigation and a specific written explanation for each error. Duplicating identical letters for separate disputes constitutes a false record and bad-faith compliance.

3. 12 U.S.C. 5536 ( a ) ( 2 ) Prohibits deceptive or misleading statements to a federal regulator. Copy-pasted replies to the CFPB meet this definition.

4. Capital One Rules 2.9 ( Available Funds ) & 4.4 ( Bank Actions on Account ) The bank may restrict an account only to protect the customer or comply with law. Here, the hold is punitive and unlawful.

5. Breach of Rule 1.6 ( Notices ) No legitimate notice of closure or release date was provided.

REQUESTED ACTIONS Immediate investigation into Capital Ones duplicate CFPB submissions and failure to comply with Reg E.

Compel Capital One to : Release or transfer the {$1700.00} provisional credit to my external account ; Restore lawful access to my account or provide a certified statement of final resolution ; Issue distinct, compliant findings for each claim ID.

Evaluate Capital Ones dispute-handling procedures for systemic Reg E and UDAP violations.

CONCLUSION Capital Ones conduct reflects intentional evasion of federal policy. The reuse of identical CFPB responses, denial of access to provisional funds, and refusal to provide individualized findings are clear violations warranting regulatory enforcement, restitution, and potential civil penalties under 12 U.S.C. 1818 ( b ). 

Respectfully, XXXX XXXX XXXX, TX XXXX XXXX XXXX

Company response to consumer: Closed with explanation