Consumer complaint received 2023-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello first of all, I would like to say that my problem began when I opened a checking account on XX/XX/2023 with Capital One I applied for a credit card, they approved it for {$300.00} ... super happy, I thought about the idea of requesting a checking account, for several reasons 1 Make it my main bank 2 receive my direct deposit as soon as possible since I never have any money left over. 3 That it would be easier for me to make credit card payments. And more... I was so happy that I even managed to get my husband to open one with them too. Anyway, everything is very good... they opened the account for me, close to my baby 's birthday ... which is XX/XX/XXXX, he was turning XXXX year old and some friends and family sent me money as a gift for him through XXXX. Figures of {$200000.00} dollars, to my surprise Capital One restricted my money to verify it because it seemed like unusual transfers. I call the bank, answer questions, etc. etc. They return the money to me for use within a few days. All this for less than XXXX XXXX Days go by, I set up my direct deposit, everything is fine. They transfer money to me again ... XXXX dollars and XXXX, the same thing happens to me again, funds under verification, I call again, I explain, I give details of my life etc etc etc. Everything the same as last time, they let me use the funds again The rent payment is approaching and my husband and I are worried about completing the $ on time because as I said before we never have too much, rather we are tight. I work at XXXX and I get paid in XXXX ways, direct deposit or a quick payment of half my salary that I can only transfer to a XXXX card they give us. Near the date I receive my payment via direct deposit and I decide to transfer {$310.00} to my XXXX card and from there transfer it to my Capital One checking account. All this to complete the rent payment. 
My funds in the capital One checking account were about XXXX, my husband transferred {$560.00} through XXXX, plus the XXXX deposit that I had already transferred from XXXX to capital one, we would pay the rent, day XXXX the deposit did not arrive, Day XXXX I did not receive it, day XXXX ( last day in the condominium where I live ) to pay on time and not be fined {$130.00} dollars for late payment ) and I still did not receive my deposit. I already had to leave for work and still no money. I decide to call my stepfather to lend me {$200.00} so I can make the payment, I would return it once the XXXX arrived. To my surprise Capital One restricts my funds again and puts the {$200.00} under verification. I decide before leaving for work to pass all the money to my husband, {$1100.00} for fear that they would restrict that too and then I wouldn't be able to pay in any way. When I return from work I check my card again and finally the XXXX were there. It was the early morning of the XXXX, I sent that money to my husband and from his phone I paid the rent at that very moment, A PAYMENT THAT AFTER ALL THAT EFFORT ON MY PART WAS LATE AND WITH THE RESPECTIVE FINE THAT I HAVE NOT YET BEEN ABLE TO PAY XXXX. Well, I had already half solved a problem, I was missing my stepfather 's {$200.00} still frozen in my account. I contacted the bank again, the person who helped me did not speak XXXX, I do not speak XXXX, we called an interpreter. I don't know if this could be part of the problem, the translation, well, the first question? With what intention did you open this account with Capital One? Who sent you this money? And this other one? Who is this person? And this one? I, with all the patience in the world answering each of the questions that seemed to me the truth out of place, seemed more like I was a criminal who was being tried by a police officer, instead of an ordinary person who was talking to a representative of a bank. The truth is that the situation made me very frustrated and I felt very bad. The person who was answering my call even put me on hold and called my husband to confirm that it was my husband and that I was telling the truth, meaning my word is not valid. I also call my stepfather. I am XXXX I am legally in this country and as of XX/XX/XXXX I have been living here for XXXX years. 
The man asks me about transfers what is in my XXXX, I explained that I have XXXX small children in XXXX, ages XXXX and XXXX, father, grandmother, friends and the rest of the family, that here I also have uncles, nephews, cousins, friends, etc. etc etc and that both I and those people who are here make sure to send our family medicines and hygiene every month due to the desperate situation that is happening in XXXX at the moment and that I am the one in charge of that... I miss and I didn't tell this to that person, about a month ago I had my father hospitalized due to a XXXX XXXX and I have had to help more than I normally do, seeing as I am pressed to pay my bills here, that is the why of the transactions. That person decides to close my account or accounts at that moment, telling me that Capital One did not want to take risks with me and that it was breaking off relations with me. The truth is I was shocked, I didn't understand anything but I ended the call cordially. After a few minutes of thinking carefully about the situation, questions come to mind like what happens to that {$200.00} now? In summary, what is the crime? Send food to my children and other relatives in XXXX? What clarified, I don't even do it through the government? Do I do it through individuals with XXXX Companies? Is Capital One a XXXX bank? Are you discriminating against me because of my nationality? I tried to call the bank again to clarify these doubts and to my surprise they also restricted my number!!!! Am I a criminal who doesn't even have the right to make a call to you? I don't understand anything. I search on XXXX : Reasons why Capital One would close my checking account? XXXX, scam, human trafficking, money laundering!!!!!!!!!!! Now I'm even more shocked!!!! Because I can't believe they found me labeled under any of those names for XXXX 's sake. This is a lack of respect towards me, the truth is... they didn't even take the delicacy to explain to me well what was happening, not even the person who attended to me had the decency to tell me, you know what? You can't make so many transfers or you can't let them transfer more money to you like that! Or we believe that this account is not the one you need if you are going to do these things, we have this other one or why don't you try another bank that is more in line with your needs? Or I don't know what... but treat me like the plague ohhhh for XXXX! What worries me most is that they will put a record or something like that under my name with XXXX of those labels and it will cause a problem when I try to open an account at another bank. From XX/XX/2023 to XX/XX/2023, in my account statement I have XXXX money coming in XXXX money that comes outIf we take away from this my direct deposit, from my payment for working honestly at my workplace, we take away the money that my husband gave me and that I spent again in order to pay the rent and my other expenses, how much Are we talking less than {$800.00} on XXXX? Maybe much less ... it seems to me that in the United States XXXX dollars is a pittance... it seems to me that a month of XXXX dollars is a month for a poor person in this country and that those figures do not speak of defrauding anyone, nor of laundering. money, or trafficking anything. I apologize in advance because I will use the translator and I don't know if there may be any errors in the translation. I hope that my case is heard and turned out and that it doesn't happen to more people. Thank you

Company response to consumer: Closed with non-monetary relief