Consumer complaint received 2025-04-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Complaint Against Capital One for Unlawfully Freezing Social Security I am writing to file a formal complaint against Capital One Bank regarding their unjust and potentially unlawful freezing of my mothers bank account, which contains her only source of incomeher monthly Social Security benefits. 

Capital One has frozen the account and stated that it is under a federal investigation. However, they have refused to provide details or a path to resolution. Despite our attempts to clarify and verify all necessary information, they continue to withhold her funds. 

I created an account on behalf of my mother, XXXX XXXX who has XXXX, intending to deposit her Social Security payments per social security office instructions mentioned in the letter attached. the first two deposits were accepted without issue. However, shortly thereafter, the account was unexpectedly frozen, and I was informed that identity verification was required in person at a branch location. 

We complied with the request and visited a branch together on XX/XX/XXXX at Capital One Cafe in XXXX, CA and talked to a supervisor called XXXX where my mother presented her valid passport and I provided documentation showing that I am her designated representative payee, as confirmed by the Social Security Administration. Despite having all proper documentation, the branch staff refused to verify the account. They stated they do not accept the SSA representative payee letter and mentioned the account is under federal investigation potentially delaying and withholding the return of the Social Security funds. 

My mother is a senior citizen who relies on her Social Security payments to meet essential needs like rent, food, and medical care. The account was frozen without proper notice, and Capital One has ignored our repeated efforts to cooperate and resolve the matter. We even visited the bank in person, providing : My mothers valid passport for identification An official letter from the Social Security Administration confirming that I am her representative payee Capital One acknowledged receipt of these documents but refused to release the funds, citing only the vague explanation of an investigation. To our knowledge, no court order or valid garnishment applies to these funds. As you are aware, Social Security benefits are protected under federal law from being frozen or seized by banks in most circumstances ( as outlined in 31 CFR Part 212 ). 

We believe that Capital One is acting unlawfully and irresponsibly, placing my mother in a financially and emotionally distressing situation. 

We respectfully request that the CFPB investigate this matter urgently and compel Capital One to comply with federal law, release the protected funds, and stop this harmful practice. 

Please contact me if additional documentation is needed. We appreciate your assistance in protecting the rights and well-being of vulnerable citizens like my mother.

Company response to consumer: Closed with explanation