Consumer complaint received 2025-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR

Complaint narrative:
On XX/XX/year> I applied for a capital one 360 savings account, it was approved and I got my online banking setup and also added an external account to fund my new account. I decided it would be best to have a checking account as well and so I applied for a 360 checking account with capital one on XX/XX/year>. In order to go through with my application I was asked to scan front and back of my government id which I did while I was on the phone with a representative. 
My id was verified by the representative and the rep opened my 360 checking account on XX/XX/year>. On XX/XX/year> I woke up to a received email from capital one informing me that my accounts were restricted. At this point I havent even deposited funds into the account yet so I was unsure of why I had a restriction, I then call capital one. On the call, I was asked for my name and other identifying information and also was sent a link by text to upload my government issued id. I uploaded my id it was verified and after the representative reviewed the account, the restriction was lifted. On XX/XX/year>XXXX  I initiated two instant withdrawals FROM MY CHECKING ACCOUNT AT XXXXXXXX XXXX TO MY CAPITAL ONE CHECKING ACCOUNT it was successfully deposited into my capital one account. The amounts were XXXX and XXXX. On XX/XX/year> I initiated a transfer once again from my XXXX XXXX  ACCOUNT TO MY CAPITAL ONE CHECKING ACCOUNT. The amount was XXXX and it was successfully deposited shortly into my capital one checking account. On XX/XX/year>XXXX  I get an email that says my accounts are once again restricted. Very confused and quite concerned I called capital customer service once again today XX/XX/XXXX and I was asked some identifying questions and was sent a link to verify my government id once again. I scanned front and back of my id and was now told that my id couldnt be processed and therefore they could not verify my identity, but if I have a phone number that capital one says is verified on there system, I could call using that number and that would give me full access. Not sure why the number I gave capital one at account opening cant be used. Seems silly ive already verified my identity with my license multiple times and now that funds are in my account the id isnt acceptable, it was never a problem before.Why was my account opened using the same drivers license with no issues before? I want my account closed and funds returned if this cant be resolved. I do not have time for repeatedly getting locked out of this account with no feasible explanation I was looking forward to a smooth introduction to capital one. It cant be a coincidence that on 3 separate occasions I was asked to scan front and back of my id using the texted link, was successfully verified, but when theres actual funds in my account my id doesnt pass now? There was no attempts to withdraw the funds right away, which honestly I should be able to do with no problem anyway as the funds were instantly collected from my XXXX XXXX  account. XXXX grand is a lot of money in this economy and me being XXXX puts pressure on my finances.

Company response to consumer: Closed with explanation