Consumer complaint received 2025-09-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
On XX/XX/XXXX, I received the attached email which threatened to not allow access to my funds if I didn't call them. I immediately called and spoke to XXXX. She asked a LOT of questions which were already provided a few months ago. She even asked where do I get my money ; if my money was foreign money, etc. Just extremely odd questions that were a little defensive. I provided the information and required that the appropriate department ( fraud ) contact me to help me understand why I'm being asked these questions. Then, XX/XX/XXXX, I received the same email. I called and spoke to rep XXXX. He proceeded to ask me the same exact questions I was asked a week ago. I told him they were already answered. I that I'll only answer " new '' questions. He questioned several deposits made in XXXX day. He asked if I went to a branch. I explained that the deposits should show that I went to a cash machine. I also had to explain to him that they do NOT have branches in XXXX  XXXX and that I had XXXX XXXX XXXX min just to make the deposits. He asked me where I received so much money from which was very VERY offensive to me. I told him I wasn't a drug dealer if that is what he was implying. I told him that they were from a lawsuit settlement. He again asked why did I make so many deposits back to back. I had to explain that when I attempted to deposit the full balance, THEIR Capital One cash machines only allowed me to deposit small amounts at a time so I had to make several deposits in order to put the money into my account. I explained that he should know that since it is their bank 's cash machine. A light bulb lit up making him realize that barrier with their own machine. I could not go back daily just to make deposits. I needed to get that money into that account because I was using that VISA debit card for an upcoming girls trip with XXXX friends. The hotel needed to be paid. I also received the attached letter dated the same day pretty much scolding me and telling me about the CTR regulations but again, I was forced to make the deposits that way. I have deposited over {$40000.00} and {$70000.00} into a bank over the years and have NEVER ran into this nor received a letter stating such. These deposits took place back in XXXX I believe and they are contacting me 3 months later to harass me about it. 

The other issue is with a claim that I filed back at the end of XXXX. The claim was against the hotel I stayed at owing me for 3 days. I checked out early and was told in writing that I would get my refund for the days I didn't stay. I told the representative that I had all of the documentation to send supporting the claim. The same day of the claim, I received a credit of XXXX cent which was the finalization of the claim and giving me XXXX cent back. When I called, the representative said that the claim was closed in my favor for XXXX cent. They then looked further and said it was supposed to be for $ XXXX. I explained it was NOT supposed to be for the full stay, only XXXX stays. I had to recalculate the amount and give them a total AGAIN. On XX/XX/XXXX, I received the attached letter to call regarding my claim. I first spoke to a rep XXXX who was absolutely no help and not a good listener. I hung up to speak to a different rep. I spoke to XXXX who said that they need proof of the transaction charge on my account. I confirmed that she was able to see the proof of the transaction charge on my account. She acknowledged she was able to see the charge and said that I need to send in proof of the charge on my account ( XXXX ). I asked if I should just do a screen shot of the transaction that she confirmed that she sees and send that in. She said yes to do that but that made absolutely no sense. 

Because of the issues with this bank and the different things that they ask for, I feel that I am being harassed. I do not feel comfortable with them and the information that they ask for every 7 days. It made me feel like I was being scammed. 

I closed my checking and savings with this bank immediately!

Company response to consumer: Closed with explanation