Consumer complaint received 2021-05-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX NY XXXX Contact no. XXXX To whom it may concern, I Mrs. XXXX XXXX, would like to report Capital One Bank. Capital One Bank is not doing right by its customers. I have been a customer of Capital One Bank for a long time. Before the bank became Capital One it was XXXX XXXX XXXX, and before that it was XXXX XXXX XXXX XXXX. Approximately 15 years I have been with this bank. 

I am reportiXXXX XXXX XXXX XXXX XXXXt has not been sending my statements home as it has been before. The last time I received a monthly statement for my checking and savings account was in XX/XX/XXXX. 

I will like to lay out the following time line of events that I had with corresponding with Capital One. I called the bank several times inquiring about my statements. The call center has calls that are monitored and recorded for quality assurance. Please review these calls from the bank to hear what took place. I am XXXX years old and do not use the computer. My daughter is helping me at this time to report this incident. 

In XX/XX/XXXX I did not receive my statements. In XXXX I did not receive my statements. I did not realize that I didnt receive my statements in the mail until the end of XXXX. On XX/XX/XXXX, I called XXXX XXXX XXXX XXXX ) to report that I did not receive my usual monthly statements that would be sent to my home. I spoke with a gentleman named XXXX. The time I recorded down was XXXX. This is probably the time when I started to dial the phone to call Capital One. This is the time frame and it should be about 30 minutes or more spent with XXXX on the call informing him that I did not receive my statements and I would like Capital One to send me my monthly statements. The call center representative stated that he would send out my statements for the month of XXXX and XXXX, it would take between XXXX and XXXX business days and since we were already in XXXX that statement didnt generate yet and should be coming out soon. 

On XX/XX/XXXX, I contacted Capital One again because I still did not receive my statements in the mail. The time I recorded down was XXXX to XXXX. I was on the phone with a lady named XXXX and she also transferred me to a gentleman named XXXX. XXXX explained to me that she was sorry that I did not receive my statements yet and she would try to assist me. She informed me that Capital One no longer sends out statements and that I would have to go online to view my account history. This was something XXXX the other call representative that I spoke with on XX/XX/XXXX did not tell me. I told XXXX that I do not use the computer to view my account history and that I do not want to. Furthermore, Capital One did not tell their customers that this was what they would be doing starting XX/XX/XXXX of the New Year. I was very upset. I informed XXXX that my account had an issue in XXXX from fraudsters using my account via the internet to make purchases on XXXX. I do not use the computer so I couldnt have made that purchase and I had heard that in XXXX Capital One had a breach of their customers account information. I realized that this was a part of that breach. The issue was resolved and funds were returned back to my account after that investigation. My daughter also had a breach of her Capital One credit card. This was our first time ever in our home having someone due fraudulent activity on my daughters credit card with Capital One and my checking account at Capital One. So I told XXXX that going online to review my account was not an option because this is how fraudsters can get a hold of my account information. XXXX informed me that she would be able to send me my statements but it may be that I would have to be calling every month to get my statements and that I may be charged a fee. I told her that was not fare and this was not right what Capital One was doing and that I should be able to get my statements as I have been previously getting and I didnt accept or sign up for my statements to Go Paperless and that the Bank has no right to force me to do that. I never even received a notice that they were no longer going to send my statements in the mail. XXXX transferred me to speak with a supervisor named XXXX. I spoke with XXXX and relayed everything I had told XXXX. He was not a good representative, courteous or sympathetic. He was just adamant that I use a computer and or ask my children to help me on the computer. I told the representative XXXX, No, I do not want to use the computer because that I how someone used their computer to make a transaction over the internet with my checking account information. In order for me to be safe from crooks on the internet I need to stay away from the computer and I am old and do not want to use a computer. I like to read my statements and like it that way. XXXX stated he would send me my statements. He also informed me that I may receive a {$5.00} charge for future statements requested.

I received the statement two weeks later. It did not look like how it should look like, it didnt show my check images, it only had XXXX statement and it was missing XXXX statement. I called again Capital One on XX/XX/XXXX and spoke with XXXX and supervisor XXXX. I did not record the time down but the call took place in the morning. I explained my frustration with the bank and how the bank is not treating their customers well and my frustration with not getting my statements. 

On XX/XX/XXXX, the XXXX and XXXX statements came for my checking account. My savings account statements I still do not have. The check images that should come with the statement were not included. 
I would like to report Capital One and would like someone to help me. This bank is not treating its senior citizens right. Information regarding my rights to my statements was never given to me. I did not have a chance to opt out of going paperless. I never requested to go paperless and the bank should not have a right to stop my statements from coming to my house without even telling me that they are stopping my statements. I think this is wrong. I think other senior citizens are probably feeling the same way. Why should I increase my risk of fraud by going onto the computer when I never do online banking? Should not I be able to keep myself from harm and danger? Capital One Bank is not protecting their customers. I have a friend who also banks with Capital One, she is in her 50s, she is XXXX and does not use a computer. Her information was breached. It was people using the internet to transfer between her savings and checking account and then do an ACH debit pymt to send funds to another bank. Capital One has had a breach and their customers information was exposed and taken by fraudsters. I should not be penalized in trying to keep myself safe from any harm due to my account and the funds held at this institution. Please help me get my checking and savings statements to be regularly coming to my home. I would like it to be as before. I had no problems. Since XX/XX/XXXX started and Capital One made these changes without informing their customers it has been a great deal of inconvenience for me. Please help. 

I can be reached at anytime, I am retired, at XXXX to go over any questions you may have for me. Please contact me to let me know that someone is going to look into the practices of this bank.

Company response to consumer: Closed with explanation