Consumer complaint received 2018-03-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
ON XX/XX/2018, I SPOKE TO A CUSTOMER SERVICE REP AT CAPITAL ONE 360 TO UNDERSTAND THE FEATURES, SERVICES AND FEES ASSOCIATED WIT THEIR CHECKINGACCOUNTS. I ALSO CONFIRMED THAT THEA CCOUNT COULD BE AJOINT ACCOUNT WITH MY HUSBAND. TO DATE, THE BANK HAS NOT ADDED HIM AS A JOINT ACCOUNT HOLDER, THUS HE DOES NOT HAVE AN ATM/DEBIT CARD SO IS UNABLE TO ACCESS OUR FUNDS. WE HAVE MADE NUMEROUS CALLS TO CUSTOMER SERVICE TO INQUIRE WHY HE HAS NOT BEEN ADDED AS A JOINT ACCONT HOLDER FOR THE CHECKING ACCOUNT. IT IS WORTH NOTING, WE DO HAVE A JOINT ACCOUNT SAVINGS ACCOUNT WITH CAPITALONE 360 FOR THE PAST 8 YEARS. 

I WAS TOLD BY THE XXXX CHECKING REP THAT ONCE I OPENED THE ACCOUNT, TO ADD MY HUSBAND TO THE ACCOUNT TO MAKE IT " JOINT '' I DO THE FOLLOWING : 1. SIGN INTO THE ACCOUNT ONLINE 2.CHOOSE 360 CHECKINGACCOUNT 3 .CHOOSE ACCOUNT SETTINGS AND SERVICES 4.CHOOSE ACCOUNT " OWNERSHIP '' UNDER ACCOUNT MANAGEMENT 5.COMPLETE THE FORM FOR THE JOINT ACCOUNTHOLDER : FULL NAME, DATE OF BIRTH, ZIP CODE ASSOCIATED WITH ACCOUNT I COMPLETED THOSE STEPS, WHICH THEN SENDS AN EMAIL TO THE NEW JOINT ACCOUNT HOLDER TO COMPLETE THE ENROLLMENT PROCESS. 

AN EMAIL HAS BEEN RECEIVED BY XXXX XXXX TO COMPLETE ENROLLMENT. HE FOLLOWS THE PROMPTS AND COMPLETES THE REQUIRED INFO. ONCE HE GETS TO THE LAST SCREEN FOR ENROLLMENT, HE IS PROMPTED TO " ACCEPT ''. ONCE THE " ACCEPT BUTTON '' IS SELECTED, THE SCREEN GOES BLANK AND SENDS HIM BACK TO THE BEGINNING OF THE ENROLLMENT SCREEN. 

I CHECKED THE STATUS OF THE ACCOUNT AND IT SHOWS HIM AS PENDING GIVEN HE IS UNABLE TO GET PAST THE " ACCEPT '' PROMPT. 

XXXX HAS CONTACTED CAPTIALONE 36O FIVE TIMES TO TRY AND RESOLVE THIS PROBLEM. HE HAS BEEN GIVEN DIFFERENT REASONS FOR HIM BEING UNABLE TO COMPLETE THE ENROLLMENT PROCESS. IT INCLUDES - HIS EXISTING INFORMATION IN THEIR SYSTEM IS INCORRECT, HE UPDATED THE NECESSARY INFO WITH THE AGENT. 

THE PROBLEM CONTINUED AND I HAD TO " ADD ANOTHER ACCOUNT HOLDER ' AGAIN, WHICH SENT HIM ANOTHER TO ENROLL IN CAPITALONE 360 CHECKING. AGAIN, HE WAS UNABLE TO COMPLETE THE ENROLLMENT PROCESS. THIS LED TO ANOTHER LONG CALL WITH CUSTOMER SERVICE. HE WAS PROVIDED ANOTHER EXPLANATION THAT THERE WAS AN ISSUE WITH HIS EMAIL ADDRESS AND THE REP PROMISED THIS WILL FIX THE ISSUE. 

I WENT THROUGH THE ONLINE PROCESS TO ADD HIM AS " ANOTHER NAMED ACCOUNT HOLDER ''. HE RECEIVED THE EMAIL TO COMPLETE THE ENROLLMENT, AGAIN IT FAILED. HE CALLED THE CUSTOMER SERVICE LINE AGAIN TO INQUIRE ABOUT WHY HE CAN NOT FINISH THE ENROLLMENT PROCESS. THIS TIME, THE REP SAID THERE WAS A PROBLEM WITH HIS PHONE NUMBER. BUT THE REP CONFIRMED THE PHONE NUMBER THE HAVE ON RECORD FOR HIM IS THE CORRECT PHONE NUMBER. THE REP CONTINUED THEN SAID THERE IS AS YSTEM PROBLEM, THAT IS CAUSING THE ISSUE OF HIM BECOMING AN ADDITIONAL ACCOUNT HOLDER, BUTWAS UNABLE TO CONFIRM WHEN THEIR SYSTEM ISSUE AT XXXX. 
I THEN CALLED CUSTOMER SERVICE MYSELF ON XX/XX/XXXX, AND SPOKE TO A MANAGER, XXXX. XXXX CONFIRMED THAT XXXXAPITALONE360 HAS BEEN MAKING CHANGES TO THEIR IT SYSTEMS AND THIS HAS CAUSED PROBLEMS CREATING JOINT ACCOUNTS. XXXX ALSO SAID THERE WAS NO DATE OR PLAN ON HOW THIS WILL BE RESOLVED. 

MY COMPLAINT IS FOCUSED ON THE BANKS INABILITY TO CREATE A JOINT ACCOUNT WHEN THAT IS A SERVICE AND FEATURE I WAS TOLD IS AVAILABLE I SIGNED UP FOR. THE PROBLEM OF MY HUSBAND NOT BEING NAMED ON THE ACCOUNT IS HE DOES NOT HAVE A DEBIT/ATM CARD, THUS IS NOT ABLE TO ACCESS THE FUNDS IN OUR ACCOUNT. THE BANK DOES NOT HAVE ANY RETAIL LOCATIONS SO THE BANK IS STOPPING HIM FOR ACCESSING OUR FAMILIES FUNDS. IT IS A BASIC BANKING RIGHT THAT WE SHOULD HAVE ACCESS TO OUR AVAILABLE CASH BALANCES WHEN HAVING A REGISTERED ACCOUNT AT A BANK. THE FACT THIS HAS GONE ON FOR LONGER THAN A MONTH IS UNACCEPTABLE AND MADE WORSE WHEN THE BANK HAS NO RESOLUTION FOR US. XXXX XXXX AND XXXX XXXX

Company response to consumer: Closed with explanation