Consumer complaint received 2023-02-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was recently informed via email that my funds were no longer available for withdrawal. When I called capital one I was told that they were terminating my relationship with them and they were not forth coming whatsoever as to why this was. I was basically told on the phone that capital one doesn't have to give me an explanation. I have banked with capital one for 2 or 3 years or so. I had direct deposit when i was employed through XXXX XXXX  and i do have a lot of XXXX  payments that get deposited into my 360 checking account. EVERY DOLLAR IN MY ACCOUNTS CAN BE 100 % VERIFIED. I have 6 accounts ; an auto loan account, 2 credit card accounts, a 360 savings & checking account, and a very small CD account. There is over XXXX in my checking account that I have zero access to, which is all I have to live on and to pay my bill 's. I have always been on time or before time with my loan payment ( s ) and both credit card ( s ) I have with capital one. I have fair credit and because no one contacted me via telephone to talk to me, verifying anything, even though they will over a password change, that if there was a problem with any of my accounts that they say I am now 7 day 's late on with my truck loan of which, at one was around a year ahead. As you're aware there are not suppose to be any penalties for early payments. Yet i was so far ahead, at one point, the mobil app refused to allow me to make anymore payments. I am not referring to the only being able to make 1 payment a day max for the auto loan but rather of the entire amount.That payment was made on XX/XX/2023 around noon, ( and with little effort on my end I can verify that as well ) and showed that it cleared out of my checking account and the bank redacted that payment XX/XX/2023 at XXXX XXXX, right around 36 hours or so later, after it cleared and yes I do have a screenshot of it as well, and I also spoke with capital one auto finance and they DID in fact verify that the payment went through but capital one auto informed me that capital one took that payment back. But four other payments were made out of my 360 checking account that very day and cleared and no returned payments on any of them. I would also point out that my truck payment was the first thing that day to come out of my account because that was my biggest bill to pay. So at this point my auto loan is 7 day 's past due. Im not sure if its a 7 or 10 day grace period because Ive never had to worry about it. I have never been late with my loan payment and have done right by capital one since day one. I feel with as many issues I have had to deal with in regards to capital one that I am well within my rights to DEMAND an explanation for what has become a serious hardship cause of suey. I was told that if I had a bank account outside of capital one that my funds would be able to be transferred to that account or I would have to wait 7 to 10 business days for a check to be cut and sent to the address on file. I called and asked when I could be expecting my check to be sent out and was then transferred to yet another department that would be able to provide all the details and i could not even get the lady to understand me and i speak english just fine. After being transferred I explained what I needed to know and was hung up on after a 30 minute hold, twice over. This is completely and utterly unacceptable! I can't even go to a Capital One branch to speak with someone to clear all of this up because there isn't a branch in the state of Ohio! There's a Capital One Cafe 70 miles one way from where I live. But was told that they couldn't be of any assistance because their only allowed to verify information in the system. I said I would like to be transferred to someone in charge above all these customer service representatives and the so called back end managers who don't even know what a corporation is or does because one of the capital one managers actually per batum told me she did not know what a corporation headquarters were or even if she was part of corporate. So capital one has over XXXX of my funds and also a small CD account and I want to know when to expect it

Company response to consumer: Closed with explanation