Consumer complaint received 2025-12-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
b'Subject: Complaint Regarding Restricted Access to Custodian Account  Capital One Bank\n\nTo Whom It May Concern:\n\nI am submitting a complaint regarding my custodian account with Capital One Bank that has been restricted since XXXX XXXX. Despite multiple attempts to resolve this issue directly with the bank, I have not received clear instructions or timely access to my account. Below is a detailed account of my experience:\n\nInitial Notification:\nIn XXXX XXXX, I received a vague letter from Capital One requesting that I update and verify my account. The letter did not provide specific details regarding the information or documentation required. At that time, I thought the account might not be active, so I made a small deposit into the account.\n\nAccount Restriction:\nIn XXXX XXXX, I attempted to access my account and discovered it had been restricted. I contacted Capital One for clarification but did not receive sufficient guidance on how to restore access.\n\nIn-Person Visit:\nOn XXXX XXXX XXXX I visited the Capital One branch in XXXX XXXX  NY, and spoke with XXXX XXXX During this visit, he called their back-office department while I was present. They asked me questions regarding my employment status and whether I receive any money from overseas. XXXX XXXXi entered all of this information into his computer while on the phone with the back office. I also provided my license, passport, and Social Security card. XXXX XXXX informed me that my account was 90% verified and that I should likely regain access within 10 business days.\n\nFollow-Up Attempts:\nSince that visit, I have made several calls to Capital One. My account remains restricted, and I have not received any written or email instructions regarding additional paperwork required.\n\nFurther Verification Attempts:\n\nOn Monday, XXXX XXXX XXXX, I called the Protection Resolution Team and spoke with XXXX XXXX at XXXX XXXX. She sent me a text to verify my identity, which I completed by scanning my license and taking a selfie. I was told my account would be verified within 35 business days. Ms. Talia also informed me that Capital One had previously tried to contact me but apparently had the wrong email address on file. She further instructed me to fax my license and Social Security card to XXXX XXXX\n\nOn Tuesday, XXXX XXXX XXXX I faxed my license, Social Security card, and passport three times to the number provided and received confirmations for each fax. I also sent the same documents via certified mail (Return Receipt Requested) to:\nCapital One, Attention Bank By Mail XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nCertified Mail Number: XXXX XXXX XXXX XXXX XXXX XXXX\n\nLatest Communication:\nXXXX XXXX XXXX XXXX  I called the Protection Resolution Team again and spoke with XXXX XXXX (Operator XXXX XXXX) at XXXX XXXX. He stated that the account is still restricted and that the previous operator made a mistake. He indicated it takes up to 10 days to verify my information. XXXX XXXX claimed that instructions had been emailed to me on XXXX XXXX XXXX XXXX XXXX, but I did not receive any email (including in my spam folder). I had verified my correct email with Capital One on XXXX XXXX XXXX\n\nImpact:\nThis lack of access has caused significant disruption. I am planning a XXXX XXXX  and needed access to my funds. Additionally, I must pay XXXX XXXX XXXX XXXX XXXX Despite repeated attempts, Capital One has not communicated with me since the initial XXXX XXXX letter, and their service has been opaque, inconsistent, and unhelpful.\n\nResolution Requested:\nI request that the CFPB investigate Capital Ones handling of my account and ensure that I receive:\n\nImmediate access to my custodian account\n\nClear written instructions for any remaining verification requirements\n\nAssurance that the bank will prevent similar delays in the future\n\nThank you for your attention to this matter.'

Company response to consumer: Closed with non-monetary relief