Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XX/XX/year> I received an email from capital one stating that my accounts are under review. Below is the email. Thank you for speaking with us. It looks like the activity on your accounts is inconsistent with typical customer account usage, but were reviewing your accounts in more detail to make sure. Well reach out if we need any more info about your accounts, so please watch for an email, letter or phone call from us. Well let you know the outcome of the review once were done. In most cases, these reviews are completed within 23 weeks, and theres a chance your accounts could be closed depending on the results. If the review results in us closing your accounts, well transfer the remaining balance owed to youplus all interest earnedto a linked external checking account, or well mail a check to the address on file. If you have any questions about this review, call us at XXXX, XXXXXXXX XXXX XXXX XXXX XXXX, and Saturday, XXXX XXXXXXXX XXXX XXXX After receiving the email I immediately called the number provided. The customer service reps were extremely rude. They acted and treated like I was guilty of committing fraud. I repeatedly asked them to share and disclose with me what transactions or activity on my account is inconsistent with typical customer account usage. After going back and forth and arguing with customer service they refused to disclose any information that led to that decision and continued to just repeat what the email stated. That my account is suspended and I wouldnt be able to withdraw or access my funds from both my checking and savings accounts due to activity on your accounts is inconsistent with typical customer account usage while never providing any reasoning of what inconsistent activity. All they said an investigator would reach out to me in two weeks. I spent two weeks reaching out to capital one bank trying to get some insight and documentation to show reasoning of why they withholding over XXXX XXXX dollars of my money. I would receive the same treatment I experienced from the first customer service rep I spoke to over and over. I was left panicked and concerned at what possible activity on my account would cause suspicion and threaten theyre closing my account due to some fraudulent activity. On XX/XX/year> they sent me an email stating my accounts will be closed. Below is that email The review of your accounts has been completed and it confirmed the activity is inconsistent with typical customer account usage. As a result, your Capital One bank accounts will be closed, and you wont be able to open any other bank accounts with us in the future. As mentioned in the Terms and Conditions, which you agreed to when opening a new account, we reserve the right to close an account at any time, for any reason. Since you can no longer use your account, we recommend canceling any automatic deposits and payments right away. Once your accounts are closed, well transfer the remaining balance owed to youplus all interest earnedto a linked external checking account typically within 23 business days, or well mail a check to the address on file typically within 710 business days. If you have an account with a negative balance, the account will stay open but restricted until the balance is paid off. Once you pay off the balance, the account will be closed. If you have any questions, please call us at XXXX. Were available XXXX, XXXX XXXX XXXX XXXX, and Saturday, XXXX XXXXXXXX XXXX XXXXXXXX. Well be happy to help you. The same generic reasoning of activity is inconsistent with typical customer account usage. Never providing any substantial of factual basis as to why this decision was made. No investigator ever got in contact with me to discuss this decision or to provide any form of documentation. I did eventually receive a check for the full amount of funds that was in my checking and savings account. Which had me confused because if there was any fraud transactions or suspicious activity like they stated. I would assume they would deduct money from my funds owed to me to recoup any losses. On XX/XX/year> I received another notice from capital one informing me that they will also be closing both of the credit cards that I have with them while telling me Im still responsible to pay the balance on those cards even thought they cant disclose a justifiable reason for closing all my accounts and now my credit cards. They also informed me that I will no longer be able to open any accounts with capital one in the future. They basically banned me yet cant provide me any logical reason why this situation even took place.

Company response to consumer: Closed with explanation