Consumer complaint received 2025-08-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VT

Complaint narrative:
On XX/XX/year>, I initiated a transfer of {$5000.00} from a checking account at XXXX XXXX XXXX to a checking account at Capitol One. These XXXX accounts had already been linked with each other by reciprocal deposits. At the same time, I deposited a {$700.00} check to the Capitol One account. 

On the evening XXXX I received notice from Capitol One XXXX my entire account had been frozen because they wanted to verify that I was the account owner of the XXXX checking account -- despite having already made and received deposits with that account. However, rather than just putting a hold on the {$5000.00} ( which I'm told will take a week to process ), Capitol One also froze access to the {$700.00} I had deposited. Over the course of XXXX phone calls lasting XXXX hours, which cost me almost {$25.00}, I had to : -escalate my case 5 times, and only after filing a complaint -participate in a XXXX call with a XXXX representative so that XXXX could verify to the Capitol One representative that I was the. XXXX account owner -upload a real-time image of my passport to the Capitol One representative to prove I was who I said I was ( despite this already being confirmed by the XXXX representative she XXXX to ) -hang up and call back after the first representative failed to confirm my passport, because I was told a representative could only try to verify identity once a day -answer additional questions -- beyond providing government ID, checking account information for XXXX accounts, providing XXXX authentication via XXXX expensive SMS messages, and ID confirmation by a different bank ( when did I activate my card, where was I when I did, what device did I use for banking, etc ) -call back a XXXX time after my card was rejected yet again. 

I wasn't even requesting access to the {$5000.00} I was trying to transfer to Capitol One ( the transfer that caused the freeze, and that still won't be processed for another 3 days ) -- I was just trying to access the {$700.00} I had directly deposited into the Capitol One account. That money, that had already been processed to my account and should have been available, was held XXXX by Capitol One not because of any potential fraudulent charges, but so the bank could investigate a * deposit * I was trying to make from a checking account that Capitol One * had already verified *. And it was held XXXX even though Capitol One had been made aware that I had just landed in a foreign country and needed access to the {$700.00} that had already been approved and added to my Capitol One account, so I wasn't even able to deposit it to a different bank, where it would have been available immediately. 
Again, I was prevented from accessing money already accredited to my account * n'ot due to any potential fraudulent use * of the Capitol One account, but simply because Capitol One wanted to verify the source of a new incoming deposit.

Company response to consumer: Closed with explanation