Consumer complaint received 2018-06-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX or there about I noticed many of my apps that I have given permission to use my financial data no longer had access to this information. This included XXXX, XXXX  and XXXX. These are apps I rely on for budgeting, saving on gas and saving money in a savings account separate from XXXX XXXX XXXX. I contacted them via XXXX CS on XX/XX/XXXX, XXXX, XXXX and XXXX. I finally received an answer from them on the XXXX stating that they had changed security protocols and that the services I used had not updated their systems to comply. XXXX and XXXX have since been able to reaccess my data although in XXXX 's case it still seems there are intermittent problems. Capital One never even responded to my concerns until I threatened a complaint and then only to state the security as I have stated. All other entities involved got in touch with me within one to two days and all of them have independently verified that XXXX XXXX XXXX has cut off access to them with little to no warning. Capital One solution is to use their apps and services and are unable to provide me with any information on when if ever they will allow these other businesses access to my data. As I have stated XXXX  and XXXX seem to have solved the connection problems at least partially and I am able to use their services intermittently. XXXX has not been resolved nor have I been able to get any further information regarding this matter from XXXX XXXX XXXX. I have no outstanding issues with Capital One. I have a checking account, savings account and Line of credit all in good standing as of today. All accounts have money in them and no contractual minimum amount is required. I am frustrated with the amount of information they have been willing to provide and with the slow pace of their responses. If I cut off access to their systems and allowed my accounts to go into debt or something similar they would demand immediate attention and probably fees and fines depending on the situation. I have money invested in a broker, a separate savings account, a retirement account and other services that require access to my primary bank accounts. I don't use my HSA, broker or 401k service on a daily basis, I am afraid when those companies do need access they will no longer have it, or if XXXX is a bad player and isn't using my information and funds in a safe way I would like to know so I can act accordingly. I feel like the onus at this point is on Capital One. No one else seems to be having trouble with these companies as far as I can tell on doing independent research and speaking with customer support for the other companies I have listed. If this is not able to be resolved shortly I will have no choice but to begin moving my money to other providers who can give me access to my information and provide customer support other than to recommend I use only products and services when spending my money. I feel like I have no other resources to get assistance short of this government complaint and/or possibly some kind of court action. It's not easy to wait for answers when they have control over a large portion of your liquid assets.

Company response to consumer: Closed with explanation