Consumer complaint received 2025-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
On XX/XX/year>, I visited the Capital One XXXX at XXXX XXXX XXXX to withdraw {$9800.00} for a scheduled XXXX XXXX. As I am immunocompromised and being treated for an XXXX that causes XXXX XXXX, I wore a blue medical mask. 
A teller named XXXX ( spelling uncertain ) called me forward. I completed the withdrawal slip, provided valid ID, and entered my PIN. Upon seeing the withdrawal amount, her demeanor shifted-despite the account aving over XXXX, XXXX available for withdrawal. She retrieved a number from her terminal and placed a phone call without explanation. When I asked if something was wrong or if she needed more information, she replied no. I overheard her referencing me by name and inaccurately describing me as aggressive, though I had said or done nothing to warrant that. 
XXXX then asked why I was making the withdrawal. I declined to answer and asked for a different teller or a manager as I was withdrawing the money for an emergent medical procedure that I was still grappling with. She said there was no manager or lead teller and that I would have to deal with her. She retained my IDcontrary to the usual practice of scanning and promptly returning it. 
Concerned for my safety and the irregular handling of my transaction, I called Capital One customer service and filed a complaint while still at the booth. The agent remained on the line the entire time. XXXX then asked me to verify XXXX phone number, then another. I complied with both. She then asked me to lower my mask. I briefly did, which triggered a coughing fit. She accused me of being nasty and falsely claimed I coughed on her through plexi glass. 
I told her I was uncomfortable having a conversation through a barrier while my ID was being withheld. I suggested we speak face-to-face if further communication was necessary. XXXX responded, Not a problem, and began to exit her booth, but another teller physically stopped her by holding her shoulders and instructing her to stay. 
I informed the phone agent about my suspicion regarding discriminatory treatment-particularly the shifting verification that denigrated from XXXX party documentation to recall. I was the only person of XXXX in the branch at the time. As a XXXX Capital One customer who has made similar large withdrawals in the past, I have never experienced this level of suspicion, lack of transparency, or hostility. XXXX 's repeated, shifting verification requestsmoving from formal documents to recall of phone numbersfelt inappropriate and denigrating ; furthermore designed to make me abandon a transaction required for payment on an immediate medical procedure. 
Another teller interjected, stating she had overheard everything and believed XXXX acted appropriately. I explained that her statement failed to acknowledge the microaggressions and racialized overtones I experienced. Security then approached and told me to calm down. I explained I was speaking with effort due to my health condition. I was then told that if I threatened anyone, I would be removed from the branch. I asked for clarificationwho had I threatened? I emphasized that I had not raised my voice or issued any threats. My concerns centered on being denied transparency and treated unfairly. I stated clearly that had XXXX simply said additional verification was required and provided a reason, I would have compliedas I have during historically during banking transactions. The issue was XXXX accusatory tone, refusal to communicate clearly, and escalation without cause. 
Eventually, another teller completed the transaction. This person suggested fraud services may have flagged the transaction, but I noted XXXX had initiated the call herself, and that I had simply requested transparency upon realization. I expressed concern that XXXX might wrongly annotate my account, potentially disrupting my access to urgently needed medical funds. 
I thanked the second teller and security and requested follow-up from the branch manager ( who was not onsite ), expressing my decision to avoid that branch until the matter was addressed. I made clear that I wanted to avoid causing discomfort for staff and did not want to feel unsafe during standard banking activity. 
On XX/XX/XXXX, I received a letter from Capital One, dated XXXX XXXX same day as the incidentstating that my accounts were being closed due to my behavior. I had received no follow-up on my complaint, nor any communication regarding an investigation. Per a phone conversation with a representative named XXXX on XXXX, my complaint had not yet been reviewed. 
To terminate a customers banking relationship after 20 yearson the same day that a discrimination complaint is lodged, without any investigation or due processstrongly suggests retaliatory action. I was not offered an opportunity to present my account, nor was there any indication that Capital One reviewed surveillance footage, teller conduct, contacted the customer, or checked the call logs before taking such a drastic step. 
Filing a complaint about perceived XXXX bias and unprofessional conduct is not behavior warranting account closure. Having an account closed for filing a complaint and respectfully questioning teller behavior that was off, It is an affront to my lawful exercise of my rights as a customer to fair and respectful treatment in financial services. 

My experience has alerted me to this interactions potential violations of anti-discrimination and consumer protection laws and capital ones failure of internal accountability, transparency, and procedural fairness to arbitrarily circumvent someones access to banking services.Putting me under duress by making my funds unavailable for XXXX weeks or more and forcing me to try to find another available bank when they are forwarded. 

Historically, to date-I have always utilized the phone line and written correspondance to address issues or solidify my understanding of protocols. Capital one has always been responsive and specific in addressing my concerns until now.. I typically dont complain, as I did not about correspondance sent over the weekend regarding changes in deposit availability-regarding a deposit from May -sent with less urgency than an account closure notice. I have responsibily stewarded my accounts for over XXXX years, but because of an unprofessional teller at a capital one cafe, my account is being closed without a chance for meaningful appeal and with out even a business days notice. Now I am positioned as unable to fund necessary medical treatments due unfair and what I percieve as biased treatment exacerbated by the timeing of this unjust procedure inplemented by capital one.

Company response to consumer: Closed with explanation