Consumer complaint received 2025-02-21 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 deposited a treasury check that was issued to me by the IRS in the amount of {$32000.00} into my new capital one 360 checking account on XX/XX/2024 at capital one branch XXXX XXXX XXXX XXXX XXXX ny XXXX The check went on a 7 day hold and the funds were made available to me on XX/XX/2024 I went back to the same bank capital one branch XXXX to make a withdrawal in the amount of {$16000.00} When I got to the teller window, I spoke with a woman and told her The amount that I would be withdrawing she asked me what did I need it for I told her what I needed it for. She then told me that amount was not available to give to me and that I should try going to a different branch but the amount available to give to me was {$6000.00} XXXX signed a withdrawal slip for the {$6000.00} and she then asked me to take a seat After sitting for about 30 minutes I was called back up to the teller window this time, speaking with a Male He asked me how much I was trying to withdraw today. I told him that I initially came in to withdraw XXXX but was told earlier that was not available and that I can only get XXXX Once I told him this, he said OK and then made me sign another withdrawal slip and then told me that he will give me XXXX at the window and that I can get XXXX out of the ATM I dont have knowledge of an ATM distributing that amount of funds, but I said ok he then proceeded to ask me what do I do for work? I told him my occupation, and then he asked me how much money do I make before and after taxes I refuse to answer this question because I felt as if I were being discriminated against I responded why does that matter and that I dont have to disclose that information with you he said OK then Im going to close the account and in the banking relationship with you I asked With you and he didnt give me a solid answer on why. I asked Will I be given a cashiers check and he said no it will be mailed to you once a decision is made. I then proceeded to call the police who arrived within 15 minute 's I told the police what had happened, and that my account had been closed for no reason, and that I need more of an explanation on whats going on the police spoke with the teller who did not give them much information only telling them that my account was closed and that I would receive a cashiers check in the mail. They gave me a number to call which is the capital one fraud department who I have been in contact with. When I spoke with capital one fraud department, they let me know that my account was indefinitely being closed and that this is a final decision They didnt give me much information as to why my account was closed And could not tell me when I would be mailed a cashiers check I asked When will my account be closed and they told me there is no timeframe and that there is some sort of investigation into if the check was real which I do not understand because the check went on a seven day hold, and the funds were made available on the eighth day I asked him was there anything that I can do to speed up the investigation into closing my account so that I can just be giving a cashiers check they gave me an email to send supporting documents to prove that the check was issued to me and is a legit check I sent over documents to the email and called fraud department back. They keep telling me that they did not get any documents. I just want to know when will I be giving a cashiers check and I want a valid reason on why my account was closed

Company response to consumer: Closed with explanation