Consumer complaint received 2026-03-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN

Complaint narrative:
Complaint response regarding Capital One incorrect explanation continued withholding of funds and consumer harm. Capital One response does not address the facts of my complaint and contains a material factual error. Capital One states that my account restriction was triggered by a XX/XX/year> payment of {$1800.00} from a XXXX Bank account ending in XXXX. This statement is incorrect. My transaction records clearly show that the {$1800.00} payment from the Regions account was cancelled and replaced with a payment of the same amount from my own Capital One 360 account on XX/XX/year>. Therefore the {$1800.00} was never taken from the Regions account. The only Regions transaction that actually settled was a {$500.00} payment on XX/XX/year>. After discovering the mistake I reimbursed the owner of the Regions account in full and added {$5.00} making the total repayment {$500.00} on XX/XX/year>. No party suffered any financial loss. Despite this Capital One continues to maintain an account restriction and continues withholding {$1000.00} consisting of merchant refunds and rewards that belong to me. Capital One response also states that these funds can not be released until the restriction is cleared and that the restriction can only be cleared if I provide proof of authorization to use the Regions account or arrange a conference call with the bank and the account holder. This demand is impossible to satisfy because the Regions account never belonged to me and I never had authority over it. Capital One representatives have repeatedly insisted that I must provide documentation confirming that I had authorization to use that account even though it was never my account. Complying with such a request would require me to misrepresent facts to a financial institution which would itself be improper conduct. In effect Capital One has created an impossible condition that allows the bank to indefinitely withhold my funds. In addition Capital One has removed the credited refunds and rewards from the visible account balance while continuing to demand payment on the credit card and continuing to charge interest and late fees. Over the course of this dispute I have spent hundreds of hours attempting to resolve this issue through Capital One customer service and fraud department. I have repeatedly explained the same facts to numerous representatives who had no authority to resolve the issue and who continued repeating the same impossible demand. This prolonged process has caused significant inconvenience distress and disruption and has effectively resulted in months of unnecessary harassment in a situation where no financial loss occurred and the original mistake was promptly corrected. I am also concerned that the CFPB closed my complaint without fully reviewing the evidence that I submitted. I provided detailed transaction records showing the cancelled {$1800.00} transaction and the reimbursement of the Regions account holder. Capital One on the other hand did not provide documentary evidence supporting its explanation. Closing the complaint without examining the evidence submitted by both parties appears to have allowed an incorrect narrative to stand unchallenged. Capital One conduct in this matter raises concerns regarding unfair or abusive practices including the continued withholding of funds that belong to the consumer while imposing conditions that can not reasonably be satisfied. I respectfully request that Capital One be required to release the withheld funds and rewards totaling {$1000.00} correct the factual errors regarding the {$1800.00} transaction remove the account restriction or allow account closure once funds are released reverse any interest charges or fees related to this dispute provide compensation for the extensive time inconvenience and distress caused by this prolonged dispute and provide a written explanation supported by the actual transaction records.

Company response to consumer: Closed with explanation