Consumer complaint received 2025-10-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: RI

Complaint narrative:
Bank * Repeated Account Closures Without Clear Communication : * * Since establishing a business savings account for my XXXX business, I have had XXXX different business accounts closed. I understand that this pertains to concerns about fraudulent business and my attempts to deposit checks, reading XXXX XXXX XXXX Throughout, I have been clear that I am not XXXX XXXX XXXX XXXX I own a small XXXX XXXX and these prior checks had come from an organization I consult with in XXXX. I have asked them on numerous occasions to correct the title to read, XXXX XXXX. This has now been rectified but not before my account was once again closed. 

After the second account was closed down by Capital One I contacted the bank and spoke to a representative at length about how to avoid this again in the future. I spent valuable time on this call and was assured by the end of it that the XXXX issue was no longer XXXX of concern and that I could continue banking at Capital One without further issues. 

However, on XX/XX/XXXX, my account was closed down again. This time I was not given prior warning, and my money appeared to evaporate in thin air. Because this was not my first rodeo, I contacted the bank with some sense of reassurance that the check was being mailed to me. The following issues then began to play out. 

* * Current Issue - Delayed Check Reissuance : * * The most recent closure involved a check to the value of {$37000.00}. I have contacted the bank on different occasions, only to be met with serious delays in reissuing this check : XXXX. XX/XX/XXXX - I called the bank on learning about the account closure. I learned that the check was sent to a former address ( I moved XX/XX/XXXX ). I clarified my new address and was assured the replacement check would arrive within XXXX business days. It did not arrive. 

XXXX. XX/XX/XXXX - I called for an update. I was told that the new check had not been issued and therefore had not been sent to my new mailing address. I asked for clarification as to next steps and was told that they may need an affidavit which they would send but most likely they could simply move ahead with reissuing a check. 

XXXX. XX/XX/XXXX - That was NOT the case. By mail, I received a request to complete an affidavit of lost, destroyed, or stolen cashier 's checks, further delaying the process. I emailed this notarized document on XX/XX/XXXX and requested receipt of sending. I heard nothing. I re-sent and again received NO response. Then I called the bank who shared they were unsure of whether it had been received or not. I chose to re-send for the third time and also to mail by certified mail. 

XXXX. XX/XX/XXXX - contacted again. Spoke with representative XXXX XXXX XXXX who was able to confirm receipt of affidavit by certified mail on XXXX XXXX XXXX. He verbally agreed to make note of receipt of document in notes and shared that the check should be released by the end of the calendar month. 

XXXX. XX/XX/XXXX - contacted again. Feeling concern about history of communication with the bank and wanted clarification re : the release of the check. I was passed frXXXX XXXX XXXX XXXX XXXX XXXX XXXX and back to XXXX XXXX XXXX  before speaking with representative with knowledge of my specific banking issue. Representative XXXX XXXX ) unwilling/unable to confirm that the affidavit had been received and communicated that little could be done before XXXX day window had passed. Suggested I may call on XX/XX/XXXX for clarification if desired. 

XXXX. XX/XX/XXXX - contacted again. Was passed from XXXX XXXX XXXX XXXX XXXX XXXX and back to XXXX XXXX XXXX before speaking with representative ( XXXX ) with knowledge of my specific banking issue. The representative shared there is a system issue and I should call back in an hour. I asked him how often this happened and he shared it was rare but it happens. At this point I have lost trust in the honesty of the bank and feel very concerned about the whereabouts of my money. 

I called back an hour later, as indicated. The representative XXXX XXXX XXXX was far more helpful and took time to understand my concerns. He requested that I re-send the original affidavit to a new email address : XXXX. He shared that on receipt, the XXXX XXXX team would be able to issue my check and mail it to be via expedited mail. I sent the email immediately but remain distrustful of the banks ability to engage in follow through. 

* * Financial Impact : * * At this point, I have already missed approximately XXXX weeks of interest on my {$37000.00}, costing me XXXX XXXXXXXX in lost interest income. This amount continues to grow daily. I expect this amount to be calculated and reimburse to me in an additional check. In addition, I have spent approximately XXXX hours on telephone communication and written documentation. The bank representatives repeatedly tell me that they understand but little changes. 

* * Lack of Clear Explanation : * * Horrible customer service. XXXX agent communicates the affidavit has been received while another communicates no sign of said document 10 days later. How am I meant to trust the bank

Company response to consumer: Closed with explanation