Consumer complaint received 2023-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Our father was diagnosed with XXXX XXXX XXXX XXXX in XXXX of 2023. His doctors gave him XXXX weeks life expectancy which he die on XX/XX/2023. We were fortunate that he was able to get his estate documents in order with in that short time period. He changed his Capitol One account to a trust account and put myself and my brother on the account as trustees. Currently I am not on the account bc I was tied up tending to our father in his last few days and missed the window to sign the acknowledgements. My Brother did sign them and he is on the account as a trustee. He have been told by Capitol one employees he was put on after he passed but if you look at the dates in your system you will see it was approved prior to him passing but by the time you finalized everything it was after he had passed. We sold his house on XX/XX/2023 and wired the funds in to the trust account. When my brother went to the branch on XX/XX/2023 to pull out some of the funds to disperse them per our fathers wishes he was told Capitol One was ending the banking relationship with me and would not be dispersing any funds due to an internal investigation. he was not told why there was an investigation, a time frame, why his personal accounts had been closed or why the trust accounts was frozen. 

He spoke to employee today in your Customer Protection department and she told me that due to me using my fathers online login for his accounts it triggered a Fraud alert. We had to use my father login because the trust account never populated with in our personal login as he was told by multiple Capitol One Employees and no one seemed to know why. XX/XX/2023 he finally got ahold of some one that was able to help me merge the account into my login so he would no longer have to use my fathers login. My brother and I have had to use my father 's logins for all of his bank accounts and bills for the last 8 months since we have been handling his estate. There is {$640000.00} in the trust account that I am required to disperse with in 3 months of my fathers passing, that means the funds are to be dispersed by XX/XX/2023 per my fathers trust. Can some one please look into this and actually follow up with us. My brother and I spoke with XXXX from their executive office on XX/XX/XXXX and he assured us that he would follow up with us last week. We never herd from him and both of us have called/ emailed several times with no reply back. He was treated rudely with complete disrespect and like a criminal. No one ever contacted him and asked for any information or requested any documentation to prove he had the power of attorney or anything regarding our trust. Then when he called in, they would again be rude and disrespectful like he was committing a crime. 

The next issue is there are 3 other accounts {$2400.00} ( 360 checking account ) {$130000.00} ( performance savings account ) {$11000.00} ( CD account ) These accounts were our Father 's girlfriends accounts who died two months prior to my father and were left to her son XXXX XXXX in her will. Capitol One has her death certificate, Letters of testamentary, and her will. They also have our fathers trust and his death certificate, Power of Attorney, His Will, and Two letters from his doctors that say he was in his right mind when he passed. We were told these accounts had become our fathers accounts due to the way Capitol One had added him on them so he could handle XXXX XXXX 's estate in her last few days. We did not probate our father 's estate due to everything being in trust accts. I have emailed the estates department a few times requesting some one to please give me a call since this is not your normal situation. Every time I get a template email response stating these are the items you need which you already have. 

So to wrap this up Capitol One has {$790000.00} of our family 's money that needs to be distributed to the heirs by XX/XX/2023 and your customer service has been horrendous.

Company response to consumer: Closed with explanation