Consumer complaint received 2021-04-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX I entered into a branch to withdraw funds from my account. It was XXXX to be exact I tried to enter into the branch but the doors were locked, typically the bank closes at XXXX. I spoke to a manger at the bank and told her through the door that I wanted to withdraw XXXX XXXX  out of my checking account. She then looked at me as if I was crazy. She told me that she would only be able to take out XXXX XXXX. I said ok, she then instructed me to head over to the drive through so she can withdraw the funds for me. When I got to the drive through I filled out the withdrawal slip and handed over my XXXX XXXX XXXX  ID. i sat there and waited for about 30 min. She started to ask me questions about me receiving Unemployment from XXXX XXXX and why am I receiving unemployment from XXXX XXXX. I told her I just moved to XXXX  and that I am still working in XXXX XXXX part time on the weekends. She started questioning me about me receiving third party deposits in someone elses name. ( they are family members ). I explained to her who they are to me and told her why I was receiving their unemployment. 


She stalled for about 30 minutes and then told me she was having computer issues and then 15 minutes later she told me that she has to put a restriction on account and that I have to go into a branch to verify them. I called capital one next day to explain to follow up and I explained to the representative that something should be done and it isnt fair. That everything is blocked off and that I have bills to pay. She was nice enough to take the restriction off my checking account and apologized that she couldnt do anything about my savings because she sees that it is under investigation. Three days later I Called to follow up on why savings account and spoke with a supervisor and she instructed me that all I had to do was go into a branch have the bank teller call customer protection and verify all parties and the funds will be released to me. She told me she will make sure she notes everything that was said.The following two weeks later I walked into a branch located near and went inside with all parties to verify with all parties and the bank teller then called customer protection and we were on hold for 30 minutes just for the rep on the phone to say that whatever the supervisor told me wasnt correct info and that they have to assign an investigator to my case. 

After I XXXX  if I will be able to receive third party deposits and XXXX  stated most banks dont allow third party deposits but if they dont the bank will reject it after I tired the unemployment for my sister and my bank diid not flag the pre note and started allowing the deposits to go through with no issue I took it as it was ok. My sister did not have an account at the time. So thats how I was receiving unemployment for her. Same situation for my brother and I then later on opened accounts for them because I couldnt keep up and didnt want conflict with someone elses money. As for my grand father hes old and I had his unemployment set up with pay pal. But when he was receiving his back pay from unemployment the restricted the pay pal account until I was able to verify it. So up until the time I was able to verify it I allowed it to go into my account which was about 2/3 payments so that he wouldnt miss out on any payments. After I had everything situated with pay pal everything went back to normal on his end. 

In all everything was done so I can help some family members out I did all that I had to do ton verify and Ive been calling every week and still got no update on anything. All I am told is that I they cant release any info and that they are waiting for an investigator to be assigned to my case. Im even surprised all this is happening being that Ive been banking with them for over 10 years. All my money checking and savings were in one place. 
All of my auto payments have been rejected causing late fees and rent being past due for the last seven months. 
I am aware that I was receiving third party deposits in my account. I am now aware that it isnt allowed with capital one. Every since this situation the whole this was mishandled and I wasnt treated fairly. And it all started because I was racially profiled by the two bank employees XXXX XXXX and XXXX XXXX at the capital one branch in laurel Maryland. In XXXX I entered a capital one branch in XXXX XXXX  and withdrew {$6000.00}. There was no problem the teller just asked me to present two forms of ID. I am not saying that me receiving third party deposits are ok. I did not know that capital one bank does not accept third party deposits, since I was receiving it for 4-5 months and also making transfers, withdrawals from atm and bank teller. Nothing was ever flagged. As I stated before Ive been banking with capital one for a very long time. About 6-8 years to be exact. Ive been patient and and complying with them. Ive been calling them every week since the date of incident to try and get my money. I also went into a branch 3 times with all parties to verify their identity. Since that was what I was told to do by XXXX XXXX, XXXX XXXX and also a few customer protection call reps and supervisors. I was told once I do that and have the teller call customer protection. My funds will then be released to me. Ive suffered a lot since the day with no job also now facing an eviction notice. This was handled very poorly. Ive been calling since XX/XX/XXXX waiting for an investigator to be assigned to my case, and every time I called they would hang up on me or just tell me an investigator hasnt been assigned. It was up until I called them XXXX ending with my lawyer on the phone. It was when he presented himself that the customer protection rep said an investigator has been assigned since XX/XX/XXXX. Ive sent proof and did everything I was asked to do from the bank to get my money back. Every time I spoke with someone they had me do something different or told me something different. The way they handled my case was completely unfair and disorganized. They then sent an electronic payment back to the state ( department of labor ) of everything I had in my account which was {$32000.00} to be exact. I then contacted the department of labor and explained the situation to them and they told me that they havent received any payment sent back from my back nor do they see any reversed payments for all parties. I also have a full audio recording of my conversation with the customer protection rep and a specialist from XXXX XXXX State department of labor. What I dont understand is why did they send everything in my account to the state when I did not receive that full amount from the department of labor. They also sent back the unemployment I was receiving in my name. 
Thanks

Company response to consumer: Closed with explanation