Consumer complaint received 2023-02-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On tuesday XX/XX/XXXX at XXXX I got an email from my bank account capital one stating We're restricting your Capital One 360 account ( s ) until we can verify your recent account activity.

Based on the results of our review, your account ( s ) may be closed and your balanceplus all interest earnedwill be transferred to your externally linked checking account. If you don't have an externally linked checking account or if the account linked is no longer open, a check will be mailed within 7-10 business days to the address on file.

When I called the number that was provided to me Ive gotten a voicemail informing me to leave my name my account number and they will listen to my voicemail and reach out if necessary within 48 business days so I did that.I then contacted the customer service department right after and they transferred me to the account security department I spoke to them and they informed me that they were ending the banking relationship and that my funds will not be available for withdrawal. I then informed the representative that I have a direct deposit coming from the IRS for my text refund and I wanted to know if that deposit will be rejected or it would be deposited they informed me that deposit will not be rejected. She then stated that I may call back on the XXXX and they will unrestricted count as a one time courtesy for me to withdraw funds because my ATM debit card is still active. I then proceeded to ask how much am I able to withdraw she then told me that she does not know the ATM withdrawal limit so she put me on a brief hold and she then told me that I am able to take up to {$2000.00} out at the ATM On XX/XX/2023 I called the account security department for them to on in restrict the account for me to withdraw funds The representative XXXX proceeded to tell me that I am unable to withdraw funds for up to {$2000.00} because there are pending claims on my account. He didnt put me on a brief hold for about 20 minutes and came back to tell me that I am only allowed to withdraw up to {$270.00} because the Claims I mailed it to {$3300.00}, I told him that I do not owe Capital One money because those claims have not yet been settled. He then told me that he can not unrestricted the account for me to withdraw any of those funds because of the claims on the account now from my understanding unless you owe money to Capital One, they can not restrict you from getting your funds out of the account. Yes, I received temporary credits for the Claims, but the claims are still pending research so I do not. oh, any money to them which they stated they will not close my account they just have my account restricted. I then proceeded to state their policy to XXXX, but he will not listen to me, and will not on restrict my account for me to withdraw funds in their policy. If my account is closed or theyre ending the banking relationship, they have to mail any remaining funds to me as a check or transfer those funds to my external account. If I do not owe any money if I do owe money, they will take the money from those claims that have been settled and then mail me a check of the remaining funds or send it to my external bank account. As of right now I do not owe Capital One any money and they are holding my funds and not closing my account out until the Claims have been resolved none of the Claims have been resolved they are all pending. I then stated to XXXX while Im in distress crying to the representative XXXX that please do not take all of my money. I even stated the policy and I also stated in the email I received when I filed the claim it states If your account is closed during the investigation, we reserve the right to reopen it to remove the temporary credit depending on the result of our investigation. If your account balance becomes negative because of this action, you'll be responsible for the balance. 
We may contact you if we need additional info and we'll be in touch with the outcome of our investigation. when I read that back to XXXX, he did not acknowledge that he proceeded to then tell me that he is not unrestricting the account for the full amount. I am only allowed to unrestricted for {$270.00} and that is it so he then unrestricted the account I took out XXXX Ive been proceeded to call back to speak with someone different. because the previous representative XXXX upset me to the point where he had me crying over the phone. I even filed a complaint with Capital One about that representative. XXXX Then also unrestricted the account for me to take out {$400.00} which I did and then they put the restriction back on there. I also stated their policy and the email I received when I filed a claim and they still ignored it. I then proceeded to ask for a manager so they put me through to a manager. Her name was XXXX. She then was very biased against me. She also use the racial slur against me and she proceeded to kept telling me that she will not be on restricting the account for me to get my remaining funds out of the account even though she told me that I do not owe Capital One money theyre just claims that are just pending outcome so as of right now I do not owe Capital One money I also stated multiple times that you guys are ending the banking relationship, so you need to close the account. They told me that they will not be closing the account. They were restricting the account for any funds being withdrawn until the claims have been resolved, which in my opinion is it illegal if the account is still open that I have the right to close the account still

Company response to consumer: Closed with non-monetary relief