Consumer complaint received 2021-12-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
called the CFPB today to make sure a note was entered & submitted to Capital One with this claim. which is Claim ID XXXX, I submitted on XX/XX/2021. Reason being is that I will have to spend all weekend, my weekend writing step by step, date, times & all documentation I have of everything that took place since the OCC submitted another one that wasnt even sufficient as I was talking to them about other issues while asking questions about this serious complaint. Im not sure why it was submitted to capital one in that format but when I spoke to them on the phone this week they let me know they sent a portion to the CFPB to be sent to capital one which is was & point is neither here nor there, this is what I am/ have submitted and working on it so at this time until I have all documents uploaded and all written and perhaps notarized documents capital one has nothing to even reply to to this at this point, I mean clearly go ahead but makes sense to wait until I have added all to this. In the meantime this is also to state that my account is sitting negative, overdraft charges have been added and an auto pay to XXXX  that comes out each month was denied and I got an email stating that since I have Insufficient funds they were not able to approved a purchase I made. I didnt make a purchase, please I already made XXXX aware to try and take my auto pay off but they didnt have time and I made capital one aware what this does to my perfect history with XXXX of 25 years. Never once missed a payment. 


Again, since capital one has chosen to continue to lie and avoid all of this and wont contact me back as I was promised I now have to spend tonight and all weekend completing this. So very disturbing and concerning. Lastly, I have spoken to several places that I needed to get specific details regarding this investigation so while I never intended to go this route since this has turned in to a handful of things which stems from capital one not handling from the beginning accurately this is now what I have to do and they will have to answer each question I have asked them for the last 3 weeks or more actually via this method. 

To make it clear while I am working on this, Capital one sent me one email the day I wrote back stating this is my last attempt and will be going a different route and it said nothing of substance of one thing related to any of this, didnt send me the email they promised me and told me they sent twice or three times actually and never did so I am making it known here that I believe that email was due to all the escalation emails I sent to their corporate offices whom never did a thing, and stated to call them. Sorry but at the last hour, after 11 calls, I should call them again and go through the nightmare hour plus calls to a call center and be told this was opened and is being escalated and they cant believe this is happening to me and I will be getting another provisional credit and I will ne hearing back within 2-5 days? I did three of those and never heard a word. They 100 % should have called me, I am the customer and there is a severe issue that is sitting here not being addressed and I have done everything possible and they have done nothing but lie and ignore this. What is this? Its avoiding and truly there is a serious customer issue that I stated I need addressed regardless the outcome I would be addressing once I hear and see all I was told was sent to me and to be provided but they didnt and lied about 7 serious things. 

Thank you for the patience. 

XXXX

Company response to consumer: Closed with explanation