Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Dear CFPB Complaints Division, I am writing to file a formal complaint against Capital One Financial Corporation regarding the unjust and unexplained closure of my longstanding banking account. As a consumer who has maintained an account in good standing for several years, I believe this action violates my rights to fair treatment and transparency under federal consumer protection laws, including but not limited to the Consumer Financial Protection Act and relevant provisions of the Electronic Fund Transfer Act. I request that the CFPB investigate this matter, intervene on my behalf, and take appropriate action to address what appears to be an arbitrary and potentially discriminatory practice that could affect other consumers. Account Details and Background : Account Holder : XXXX XXXX Account Type : Checking Account Number : last XXXX XXXX Date Account Opened : XXXX of XXXX I have been a loyal customer Capital One for 2 years, during which time I have conducted all transactions responsibly and in full compliance with the banks terms and conditions. I have never engaged in any fraudulent, illegal, or suspicious activities, and my account has consistently reflected positive financial behavior. Description of the Incident : On XX/XX/XXXXXXXX I received an email notification from Capital One stating that my account would be closed effective, and that I would be prohibited from opening any future accounts with the institution. The email provided no specific reason for this decision, merely citing a generic review of my account activity. This came as a complete shock, as I have no knowledge of any issues that could warrant such severe action. I suspect it may be related to a mistaken belief in fraudulent activity, but I have no evidence of unauthorized transactions or any other irregularities on my end. The notification allowed only five days for me to access and transfer my funds, which I was fortunately able to do promptly, securing all my money without loss. However, the short notice period added unnecessary stress and could have resulted in financial harm had I not seen the email in time. Attempts to Resolve with Capital One : Immediately upon receiving the email, I contacted Capital Ones customer service line at., XXXX ] on XX/XX/XXXX. After escalating the call, I spoke with a supervisor and a manager, who refused to provide any explanation for the account closure. They explicitly stated that Capital Ones policy prohibits disclosing the reasons for such decisions and that no further information would be shared. Despite my repeated requests for details, documentation, or an opportunity to appeal, they offered no recourse or escalation process. This lack of transparency left me unable to address or rectify any potential misunderstandings. Impact and Concerns : While I did not suffer direct financial loss in this instance, the abrupt closure has caused significant distress, inconvenience, and potential long-term harm to my financial standing. Being barred from future accounts with Capital One limits my banking options and raises questions about how this action might appear on my credit reports or affect my relationships with other financial institutions. Moreover, this practice seems inherently unfair and opaque, potentially enabling discriminatory or erroneous decisions without accountability. I am concerned that similar injustices may be occurring to other consumers, and I urge the CFPB to investigate Capital Ones account closure policies to ensure they comply with federal regulations requiring clear communication and due process. Requested Resolution : I respectfully request that the CFPB : 1. Investigate Capital Ones handling of my account closure and require them to provide a full, written explanation of the reasons behind their decision. 2. Compel Capital One to reverse the closure and the lifetime ban if no valid justification exists, or at minimum, allow me an appeals process. 3. Review Capital Ones broader policies on account closures to prevent similar occurrences and ensure transparency for all consumers. 4. If violations are found, impose appropriate penalties and require systemic changes to protect consumer rights. I have attached copies of the email notification from Capital One. I am available for any further information or discussion and can be reached at the contact details provided above. Thank you for your attention to this matter. I look forward to your prompt investigation and resolution to address this injustice. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation