Consumer complaint received 2019-11-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
The Bank blocked my access to my online account and to all my accounts ( checking, savings, credit cards ) allegedly due to a " technical problem '' since early XXXX, 2019. Since at least XX/XX/XXXX I have been calling them every other day and spoke with several dozens representatives. For several weeks each time I called they requested me to verify my identity, send them a copy of my passport and other documents about me. They claimed that before they are pleased with verification of my identity they would not proceed with fixing the technical issue. They kept me on the phone for multiple hours at a time many times, they requested to them call again and again. In early XXXX ( probably XX/XX/2019 ) they finally confirmed that they verified my identity and that now they will work on fixing their " technical issue '' to unlock my access to my account. Since then they did not do anything. They continued requesting that I call again tomorrow or in a few days. Each time I called, they claimed that their technical team has been working on this problem, but they were unable to tell me the name of the person working on my case, they did not have any updates about my case, could not specify what exactly they have done while working on my case. It has been over a month since I can not access my account, can not use my funds to pay bills, can not send checks or make payments. Today again they told me that I need to wait another 15 days. My case number is XXXX   XXXX XXXX XXXX XXXX I spoke with many people there including XXXX  ID XXXX ( XX/XX/XXXX ), XXXX ID XXXX ( XX/XX/XXXX ), XXXX ID XXXX ( XX/XX/XXXX ), and many others. Each time they tell me to be patient and wait for another 15 days. Also, they advised that if I need to access my money, I should 1. Fly from Colorado to east coast and visit their bank office ( and pay myself for airline ticket ), or 2. Call companies and people that I need to pay to and pay them directly somehow, or 3. Be  patient, wait another 15 days. They lie, harass, accuse me, don't allow me access my account. Some representatives promised that someone will get back in touch with me and inform me about their progress, and they never did that. Also, they don't register my complaints, and when I request to speak with someone regarding my complaints, they refuse to transfer me to anybody, they only tell me that they can only allow me to speak with customer service department, which I did already several dozens times. Each time I call, they tell me that I should speak slower, be more patient, wait another several week, use other credit cards or debit cards to pay my bills, call other places. The Capital One does not have branches in Colorado where I live now, yet they advise that I visit their branch if I need to make payments or make money transfers. When I asked them would they pay for my flight from Colorado to east coast so that I can visit their branch, they answered " no ''. I consider it a harassment and discrimination, when they deny my access to my money, do not admit any responsibility for their poor service, advise me to spend more hours an days calling them and other places to make payments, advise me to visit their branch each time I need to make a payment, treat me disrespectfully and lie to me each time I call. Not a single time their representative admitted anything that this Bank 's employees did anything wrong while unable to resolve this issue for over a month. Yet, each time I call them they tell me there is something wrong with how often I call or do not call them, with my phone number or with my current location of residence, with my voice or with my impatience, with my laziness when I refuse to wait for another several week.

Company response to consumer: Closed with explanation