Consumer complaint received 2026-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
Capital One has withheld access to my deposited funds for months and has refused to provide the most basic written documentation needed to resolve the matter. This is not a normal hold dispute. This is an extended, indefinite, opaque process in which Capital One has provided contradictory explanations, refused to identify the nature of the hold, and refused to provide any written verification or documentation that would allow the issuer to cancel and reissue the check. 
On XX/XX/year>, I deposited a check into my Capital One account for {$1100.00}. Capital One placed the deposit on an extended hold. This hold has continued for months, causing ongoing financial harm and disruption. 
During multiple phone calls, Capital One representatives repeatedly refused to answer direct questions about what type of hold was placed on my deposit. When I asked for the hold type, representatives avoided the question, provided evasive non-answers, or disconnected the call. Only after extended questioning did a higher-level representative indirectly acknowledge the hold was fraud-related, yet Capital One has never clearly disclosed this, explained it, or provided it in writing. 
Capital One representatives also stated verbally that Capital Ones own check image processing system degraded, distorted, or otherwise altered the deposited check image after submission, making the check image unreadable. This was not caused by the images I submitted. Despite claiming the check image became unreadable, Capital One refused to accept a new image of the physical check, refused to document the issue in writing, and refused to provide any written verification that the check is unreadable or rejected. 
This refusal has created an impossible situation. The issuer of the check requires a written explanation from Capital One in order to cancel and reissue the funds. Capital One has refused to provide the documentation necessary for the issuer to act. Capital Ones refusal to provide written verification is directly preventing resolution through no fault of my own.

Capital One has also provided contradictory representations regarding availability. The funds initially appeared as available and pending before being frozen, contradicting their current position and raising serious concerns about misleading availability representations and internal processing inconsistencies. Representatives further stated verbally that even after the stated release date, the check may still not be accepted, contradicting Capital Ones own written notice and making the release date meaningless. 
I previously filed a CFPB complaint. Capital One responded with a boilerplate letter that did not address the substance of my complaint, and even cited the wrong deposit amount ( {$1700.00} instead of {$1100.00} ), proving their investigation and response were not accurate or tailored to my actual transaction. I provided feedback disputing Capital Ones response, but the matter remains unresolved. 
This is an extended failure of transparency, documentation, and basic due process. Capital One is holding my funds for months while refusing to disclose the hold type, refusing to identify the department handling the deposit, refusing to provide written documentation of their claimed unreadable image/processing failure, and refusing to provide the documentation required for the issuer to reissue funds. Capital Ones conduct is obstructive and unreasonable. 
I am requesting : Immediate written identification of the specific hold type placed on my deposit Immediate written identification of the department handling the deposit and the decision authority for the hold Written verification that Capital Ones processing rendered the check image unreadable, or written confirmation that the check is rejected and can not be completed Written documentation that can be provided to the issuer to cancel and reissue the check A complete written explanation reconciling Capital Ones contradictory statements, including why funds appeared available before being frozen and whether the deposit will actually be accepted on the stated release date This has been ongoing for months. I am requesting executive-level review and a written resolution.

Company response to consumer: Closed with explanation