Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am filing this complaint regarding Capital Ones continued refusal to release my cleared personal funds after freezing and closing my checking account. 
Consumer name : XXXX XXXX, XXXX. 
Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX Email : XXXX Phone : XXXX I deposited XXXX legitimate business checks into my personal Capital One 360 checking account ending in XXXX. Both checks have fully cleared and were honored by the issuing bank XXXXXXXX XXXX. These funds represent earned personal income for professional services already rendered. 
On XX/XX/year>, Capital One informed me that my account would be permanently closed and that a check for my remaining balance of approximately {$43000.00} would be mailed to me. 
Despite this, Capital One is now stating that an investigation is ongoing and continues to refuse to release my cleared funds. I have not been provided with : any written legal basis for the continued hold any release or disbursement date any court order, levy, or law-enforcement directive Capital One has stated that the hold exists because it can not verify the issuing business unless the business has a telephone number listed in a public phone directory as the companys number.

Importantly : I located the original telephone number used to incorporate the issuing company, and Capital One has confirmed that this number matches the number in its own records. 
Capital One nonetheless refuses to release my funds because the number belongs to the companys CEO and is not listed in a phone directory as a company phone number.

Capital One suggested that the issuing bank request that the funds be returned.

The issuing bank has confirmed that this is impossible, as the checks have fully cleared and can not be reversed.

The issuing companys owner personally visited a Capital One branch and was informed that Capital One can not reverse or reclaim the cleared funds.

Capital One has therefore conditioned the release of my cleared funds on an impossible requirement, resulting in an indefinite hold with no lawful exit.

I have attempted resolution by : communicating multiple times with Capital Ones fraud department visiting a Capital One branch several times and meeting with staff for over an hour providing the telephone number Capital One confirmed matches its records coordinating with the issuing bank and the issuing companys owner Capital One personnel have stated that I would need to subpoena the bank for further details, while continuing to retain my cleared funds with no timeline.

There is : no allegation of fraud by me no disputed transaction no trust or escrow funds involved no garnishment, lien, or levy no law-enforcement hold or seizure These are my personal, cleared, earned funds.

Capital Ones conduct appears to violate federal consumer banking law by : improper and indefinite withholding of cleared funds conditioning release on requirements not grounded in law imposing verification standards that are impossible to satisfy failing to follow proper account-closure disbursement procedures providing contradictory and misleading explanations refusing to provide any written authority or timeline for continued retention of funds I respectfully request that the Consumer Financial Protection Bureau require Capital One to : 1. Immediately release my cleared funds ; or 2. Immediately issue and mail the closure check for my remaining account balance ; and 3. Provide a written legal basis for any continued hold if Capital One contends it is legally entitled to retain my money.

Company response to consumer: Closed with explanation