Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am submitting this complaint regarding my personal Capital One checking and savings accounts and Capital Ones handling of fraudulent XXXX transactions, which has resulted in severe financial hardship despite my full compliance with the banks instructions. 

Around XXXX, I began receiving XXXX transactions in the amount of {$21.00} into my personal Capital One checking account. I did not recognize the sender and immediately contacted Capital One to report the issue. I was advised that a claim would be filed and that the funds would be returned to the sender. I was also explicitly instructed not to return the funds myself if contacted by the sender. 

Within days, I began receiving multiple {$21.00} XXXX transactions daily from different individuals. I contacted Capital One repeatedly and was instructed to file a fraud claim each time I received one of these transactions in order to protect myself and my account. I was told the activity was fraudulent and that as long as I continued to report the transactions, my XXXX access and bank accounts would remain safe. I followed these instructions diligently, calling Capital One almost daily for several weeks. Each time, a claim was filed and the funds were returned by the bank. 

Despite my compliance, on XXXX XXXX, my XXXX access was restricted. Since that time, my XXXX service has remained restricted, requiring me to use alternative payment methods. I have contacted Capital One approximately twice per week since then to request updates and was repeatedly told that requests were being submitted to restore my XXXX access. 

On XX/XX/year>, I received an email from Capital One stating that not only is my XXXX restricted, but my checking and savings accounts are now restricted and frozen. I currently have no access to any of my funds. The email further stated that my accounts may be permanently closed following review and investigation. 

I immediately contacted Capital One and explained that I am a victim of fraud and that I followed all instructions provided by the bank regarding the XXXX transactions. I was informed that claims are now being filed by the senders and that the matter is under investigation. A Capital One agent reviewed my account and stated that she did not understand why my account was restricted, noting that I filed a claim for every transaction and consistently notified the bank. I was told they are awaiting a response from the investigation team and have no timeline for resolution. 

As of today, I have no access to money for food, gas, rent, or essential bills. I have been informed that this investigation could take up to three weeks. During this time, I face missed payments, late fees, and potential damage to my credit score. I am unable to meet basic living expenses despite doing nothing wrong.

I do not understand how, after following Capital Ones policies and instructions exactly as directed, I am now being financially penalized and deprived of access to my own funds. I believe Capital Ones actions are unfair, unreasonable, and causing significant financial and emotional distress. 

I am requesting that the CFPB review this matter and assist in ensuring that Capital One restores access to my accounts promptly, ceases penalizing me for fraudulent activity reported in good faith, and prevents further harm to my financial standing. 

Thank you for your assistance in this matter.

Company response to consumer: Closed with explanation