Consumer complaint received 2018-08-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2018 I had gotten a check from my mother for XXXX dollars. The check was on hold and then had cleared on XX/XX/2018. During the time of my check being deposited the next day my checking account was on restriction because of the deposit. I had no idea until I logged onto my capital one account and notice that my funds can not be used until verification of the activity which i understand in protecting me. I had called this morning around XXXX XXXX  EST and been on hold for 1 hour and 57 mins and 23 seconds with capital one. Once I finally got a hold of someone on the security team, the woman at first was professional, she asked questions about where I got it from I said its my mother and verified her name and her address and gave her her new phone number. The problem starting to occur when she still refused to remove the restriction off my account. Clearly I answered everything correctly. On top of that my mother is here with me visiting. My parent 's are divorced and my mom is re-married. I never had a problem with depositing personal checks at all until today with trying to remove this restriction. I was told my account can close unless my mother talks with her and XXXX which is who she is currently banked with.Yes, my mother declined because she does not see what is the point when the checked cleared and it's from her. She feels like her identity is being put at risk because this lady whom I was speaking with kept asking questions about why she signed on the memo line when it's not a big deal. Throughout my previously years with having any bank account I never had a problem with wanting to verify a check especially when the check that I deposited has cleared and its been 2 weeks heading into 3 weeks now. The woman is acting a bit rude and harsh and saying she not going to remove the restriction and saying oh the phone number provided does not go to her. First and foremost that's my mother new phone number of course its not going to update right way when she just got it like less than 3 days ago. This is really ridiculous to keep my money away from me. Capital one is a disgusting bank and does not simply care at all. I verified my mom name and her address and the amount on top of that even her bank even the date that I deposited and what's it for but of course she agreed she sees all the correct information being verified and she wanted to know whats the money is for and what is it going to be used for when it's none of her business on what I do with my life. Not just that I even told her I protect my IP due to in the past of being remotely hacked on my XXXX notebook so VPN is what not just myself uses but millions of people uses to protected their IP. Just because my mom is a tad bit XXXX and did not have her glasses to where she did sign her name on the memo line shouldn't raise a red flag. Im pretty sure theres thousands of people who does that. Make it worse. I even told the woman I will be filing she then want to fire back rudely and say " well your account going to close because I cant verify her and she wont talk to me and all of this is red flags and you did not answered my questions. '' You can not dig into someone else personal life and getting their information. That is fraud to do that. My mother is not a consumer of capital one, I am. We have rights to protect ourselves and by law no one can not even hold your funds at all until the check clears. In this case the check did clear. In the past when I deposited a personal check form my sister I never had to go through this at all. When my sister in the past told me her account was negative I immediately phone capital one informing them as a good consumer will do to maintain a healthy relationship. I don't know if this woman wanted my mom social security i don't know but I do not trust her sounds like she can be the one trying to commit identity theft or what. In the past another rep removed after verifying the check and the deposit amount without issues.

Company response to consumer: Closed with explanation