Consumer complaint received 2023-10-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In brief : I tried to connect a bank account with US details that I set up in the XXXX with a Capital One account and now they will not let me withdraw my money. When I tried to prove my identity, they said it would take 60-90 working days. They will not tell me exactly why this has happened and now send my calls directly to an answering machine to which they do not respond. 

In late XXXX I moved to the USA from the XXXX. On XX/XX/XXXX I was issued a SSN and opened a bank account with Capital One. While opening this, I was asked if I wanted to connect the account with another one that I had. I thought that this might be useful, so connected the account with a Transferwise account that I had set up in the XXXX. It has a US routing number and account number attached to it. The accounts were meant to connect in a few days and {$10.00} would be sent at that point. I also transferred {$2400.00} into the account from the XXXX account, {$1000.00} into the checking account and {$1400.00} into the savings account. 

This was fine for about a week. When the {$10.00} came through and the XXXX account and the Capital One account became connected, both of my Capital One balances were frozen. 

I phoned Capital One on the same day and initially they were somewhat helpful. The first person I spoke to told me that Capital One had decided to close my account, but they would not return my money as I was still under investigation, despite a determination to close my account having been made. The person on the other end of the line would not tell me what I was under investigation for. I asked to speak to a manager who was more helpful, saying that the issue was that Capital One needed to confirm that the XXXX account belonged to me. As a conference call, we called XXXX together who said that they could not confirm account numbers over the phone. Eventually, they agreed that I could read out an account number and they would tell me if it was attached to my membership number. Infuriatingly, just as I was about to do this, the phone line dropped. 

I phoned Capital One back and again got in touch with a supervisor. This time they would not stay on the line with me and instead put me on hold while they talked to XXXX. After keeping me on hold for a while they came back to say that XXXX would not confirm account numbers over the phone. I asked if we could conference call them, but the supervisor refused. They said that XXXX would send me proof of account ownership documents and that I should email these to XXXX. I did this on XX/XX/2023. I've attached the documents in case they're helpful. 

The email response said that they would respond to me in 60-90 working days, which was far too long for me to be without my money. It was the vast majority of the money that I had brought to the country. As a result, I phoned Capital One a few days later for an update. When I phoned them, I was told that a decision had been reached and my account was going to be closed. At the same time, they would not tell me why or when I could have my money back. I asked if I could speak to a supervisor or if there was any way I could appeal. After being put on hold for about 10-15 minutes I was told that there was nothing I could do, but they would get my money back to me as soon as possible. 

This was all nearly four weeks ago. Now when I phone Capital One I am just put through to an answering machine and told that they will contact me within 48 hours if there is anything to discuss. They never do. 

I am sorry that I am unable to provide dates for so much of this, unfortunately it largely took place over the phone and so it is difficult to track down exactly what has happened when. I have tried phoning them so many times and now they are not even responding.

Company response to consumer: Closed with non-monetary relief