Capital One Bank

Reviews

• DL

  Da Le

  Oct 7, 2025
  1.0
  I have been a loyal customer capital one customer for over 15 plus years. Recently I tried to go out to capitalone ATM to withdraw my money as normal but notice I couldn't. I went inside to speak with the capital one representative and they told me my account frozen due to security purposes. The account is shared between myself and my niece. They needed updated information from my niece to clear this security issue that was placed on my account. I told them that my niece just recently left the country on a vacation and that I would try to get this resolve as soon as she is back. My account was locked since September 11. We scheduled the "in person" appointment with the representative. Since we weren't able to be cleared with the email sent from my niece with her information, copy of SSN card and w-9 as requested. Our in-person appointment was scheduled on 9/23/2025. We provided hard copies of the SSN card along with the signed w-9 which were scanned. The representative told me that the issue would be resolved and cleared with 7 to 10 business days. To my surprise, I did not receive any notice from Capital one by email, phone call or mail. I double checked with my niece as well and she did not get anything. They abruptly closed out my account completely on 9/29/2025. This was unauthorized by myself or my niece. All my money in checking account basically vanished out of thin air. I have no clue where all my money went. I have lost so much money due to this frozen account situation with all the ACH returning from third parties as unable to draft. I've even gotten threat from 3rd parties company to send my account to collection due to this inconvenience matter. I had tried to be understanding in this matter by working out the resolution with the capital one team as a loyal customer. But the poor communication and inability to handle this situation has escalated quickly. As a consumer I have lost trust in the banking system due to my experience with capital one. I have filed a formal complaint through CFPB website along with Better Business Bureau website. I hope this matter to be resolve soon and I get my money back along with damages to my psychological well-being as it pertain to finances. Psychological , I will be insecure about my overall financial standing as I can't trust a bank with my money. You don't just open up your bank account one day and everything is gone, overnight. Everything you worked hard and saved up. I just can't wrap my head around this. Just a terrible experience!
• EJ

  Erat Joseph

  May 29, 2025
  5.0
  Marci Campbell at Capital One Bank – Shenandoah Branch Marci Campbell at Capital One Bank’s Shenandoah Branch was extremely helpful in assisting me with opening an account. She thoroughly explained all the relevant details and made the entire process smooth and easy to understand. I was very impressed by her professionalism and proactive approach to customer service.
• NB

  Nikolay Boyadzhiev

  May 28, 2025
  5.0
  Small office, but with great opportunities. Sincere thanks to Marcy Campbell—she is a true professional. After we explained what we wanted to achieve, she gave us advice we could truly trust. Thank you once again!
• PC

  Patricia Cane

  Dec 28, 2021
  1.0
  Had an appointment for 2 p.m. Finally saw the employee at 2:30 p.m. She never introduced herself and had no idea why I needed to meet with her. I told her I had provided all the info online when I booked my appointment. She walked to her desk, picked up her tablet, and read the online info. It was obvious she had never looked at the details of my appointment until then. She finished the work I needed around 3:15 p.m. The customer with the next appointment had to wait a long time. The customer with a 2:45 p.m. appointment advised she was leaving and would reschedule. The employee told me that the job title for all employees at this branch is "brand ambassador". How ironic! Capital One needs to spend less on advertising and more on training its employees.

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