Consumer complaint received 2023-04-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have already filed one complaint against my bank regarding a fraudulent transaction that they refused to investigate, stating they didnt find anything fraudulent. I was also told that I would need to prove to them that it was fraud, so I attempted to do this. I was going to attempt to contact the seller/merchant to see if I could get more information on their side as to what the purchase was, where was it mailed to ( if a physical item and if a digital product what was the email address and phone number used ) and to see if they wouldnt credit the money {$1900.00} back to me. Unfortunately, when I called Capital Ones customer service department, I was told the only information they had on the {$1900.00} charge was completed transaction and the date, nothing else. 

The bank wouldnt or couldnt provide me with a merchant name only what it stated, completed transaction. They told me on numerous occasions they did not know who the funds were paid to. Why Is this even allowed? Why would the bank release my funds to a non-company, without a name or address or phone number or even email address? It makes zero sense. Well the good news is they did credit the money back to my account after receiving the complaint so I am very grateful to that, but it never should have taken a formal complaint to resolve. 

Here is my second complaint. Because I filed this complaint with you all at CFPB, they are now retaliating. I have always had all my pending transactions, reflect in my balance ALWAYS. Both debits and credits are accounted for in the balance the moment they show up. in all my time of banking with them. Suddenly this is not the case. All of my credits coming in are being held back for up to 3 business days Im being told and all the debit transaction have been deducted from my account. 

This started this morning when a {$170.00} charge came in from a company who I had cancelled a subscription the monthly service with because I had called and cancelled this service months ago. They were very apologetic and immediately credited the money back to my account. They also included another payment I made just to help me out in the amount of {$180.00}. So for pending transactions I see the - {$170.00}, + {$170.00}, + {$180.00} plus some other charges that are legit and mine are pending. They have deducted all the debits from my balance but they havent credited me for the {$170.00} or {$180.00}. At the very least the + {$170.00} and- {$170.00} should cancel each other out. But I am told that the two credits are returns and they will take 3 business days to settle and become available in my account. This is a complete lie. I have never had Capital One hold back credited amounts in my account EVER before, even refunds, ( which I have had numerous since Ive had my account with them ) and they have ALWAYS been immediately available in my balance. 

At this point I asked to speak with a supervisor, and the she apologized and said she should be able to release the holds on those two credits. She put me on hold and then came back and said she was unable to release the hold and that bank refunds will take up to 3 business days to settle in my account, meaning next weekso even she was blocked from being able to release holds that she has the authority to release. 

If this was their policy from the beginning, I could understand this and would not be filing a second complaint. I feel that they are doing this to retaliate against me for filing the first complaint against them. They credited me back my {$1900.00} on XX/XX/2023, and today, XX/XX/XXXX, just 3 days later, they decide to change when they make funds available to me personally. Its way too coincidental regarding the timing of all of this. As I mentioned up until now ALL of my pending transactions have reflected in a real-time available balance, now only the debits are showing and all the credit ones Im being told will take 3 days to settle into my account. The manager that did have the power to release those holds suddenly is prevented from doing so in my account? Why? Who was preventing her? 

Now because of this, I will be losing everything I own in storage, the last day I could save my stuff was today or else it goes to auction tomorrow morning. I worked very hard to get that money so I wouldnt lose my possessions. I am unemployed and pretty much homeless and this is how I am treated. I was a XXXX XXXX for most of my adult life and have dealt with many banks and other financial institutes and as far as I know a bank cant change their normal treatment of a customer because they filed a complaint against them. This is so blatantly retaliation. Please investigate Capital One Bank and close them down.

Company response to consumer: Closed with explanation