Consumer complaint received 2023-04-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I deposited a check for {$1900.00} via mobile deposit on Saturday XX/XX/XXXX from XXXX XXXX On Monday XX/XX/XXXX it was accepted and placed on a full hold till XX/XX/XXXX. I called the same day on XX/XX/XXXX around XXXX ct to speak with an agent to see if my check could be released early ( due to me having autopay set up on my bills and I didn't want the payments to be returned. The first I agent in the dept that placed the restrictions was trying to assist me with getting the check verified and released. We tried contacting XXXX XXXX XXXX but their hold time was 30 to 40 min and from what I observed capital one only allows agents to wait on hold for 10 mins.So I was advised to call back in an hour and we could try again. I called back around XXXX XXXX  and was advised that my account didn't qualify for early check release. When I asked you they couldn't answer, so I asked you speak with a supervisor. I spoke with a lady in which she already had an attitude and advised me that my account was not eligible for early release because I have a history of items returning. I explained I don't have a history of checks returning, I have consistent dd biweekly ( I also work at a bank ) I have been a customer of capital one since XXXX with 1 checking account, 2 savings, car financed through them and 3 credit cards. But because I have auto pay set up which has caused my account to go negative and payments returned as NSF they decided to not release. The manager was even hesitant on calling XXXX to verify the check and explained that she didn't have to because it was a courtesy. Technically it's not a courtesy to call to verify a check if alleged account is a risk due to returns tjays something that is automatically done to ensure there is no risk. So, the manager placed me on hold for exactly 10 mins and said she tried to contact XXXX. And advised me that she has tried and they wait time was 30 mins and at this point I will have to wait till XX/XX/XXXX for my check to be released. Same day as my direct deposit comes in. At this point I'm furious because them being able to only wait in que on an outbound call to verify a check is ridiculous. I currently work at a bank in their financial crime dept. If a customer is on the back line ( to verify their personal information with third party ) to have check released to pay bills the least the agents can do is wait up to XXXX mins. Other than nsf due to auto pay over dracting my account I have not given this bank any other reason to hold checks. I have deposited checks into my account in the past that was more money and they were able to be released. Now I'm really upset because right after I filed a XXXX complaint on XXXX. I received an email advising my capital one account was restricted at XXXX am on XX/XX/XXXX. I thought the email was a scam until I logged into my account and noticed that all accounts were fully restricted, due to unusual activity. Now how in the world can their be XXXX  unusual activity on my account when I just called twice today? My account was restricted for no reason at all. There are no unusual logins, if they check IP ITS THE SAME AND CONSISTENT, the exact same transactions post to my account consistently ( XXXX XXXX, loan payments, direct deposit, credit card payments, XXXX or XXXX here and there ). I am furious cause for 1 they have my check on hold and 2 now my account is fully restricted and advising me to call into capital one, yet again to verify recent transactions. So I have to wait for capital one to open because it's XXXX XXXX  CT so more than likely I will have to give part 2 of this complaint on how it's handled but I can already tell it's not gon na go well

Company response to consumer: Closed with explanation