Consumer complaint received 2015-11-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX at XXXX I went to the XXXX XXXX Branch of Capital One Bank, where I have XXXX or more accounts : XXXX personal and XXXX business. I wanted to send a wire and check my balances. I was asked if I needed to update my information, which I did ( address and tel numbers ) on XXXX of my accounts. I was told that " I have to sign the change forms '', which I did. Afterward, I asked to get a copy of all the documents that I signed, and I was told that I could not have the copies. It was explained by more than XXXX employee, including the manger of the branch, that the policy forbids that they release those " internal '' forms to me. I explained that as soon as my signature was required, and I signed the form, that whether they considered them " internal '' or not, I was entitled to copies of my own documents that contained my signature. 3+hours later, I was told that the district manager would contact me, which she did. In the meantime, and since that time I still do not have copies of the forms that I signed, even though I requested them at each step. 
1. I have asked or a copy of the policy or policies that explain ( s ) the bank 's position on refusing to provide copies of forms signed by a customer of Capital One to said customer after he signs them. 
2. Though I was repeatedly told at the branch that this is " the policy '' I have been given no straight, unequivocal answer as to whether such a policy exists ; nor have I been told that the bank will provide me with that or any other explanation as to why their address forms or any other documents which contain my signature may not be provided to me. 
3. I have been told that, according to the " office of the President '' of Capital One bank, and " XXXX '' who works in that department, that " there are no disclosures '' that delineate the policy regarding the bank 's refusal to provide copies to the client of forms he just signed, but that any details about such policies as well as whether they exist is an " internal '' issue. 
4. The answer in # XXXX is an example of the doublespeak and equivocation that I am describing : " no disclosures '' in my understanding means no approved public material that the bank will release to explain their policy. That does NOT answer the question as to whether the bank is taking the position that they flatly refuse to make copies of a client 's signature and give it to him as part of ANY FORM that he signed. 
5. Another example is when I was told that " if I want help from '' the office of the president that I 'm going to have to be specific about the " documents that I am requesting. '' I told them that " any form that has my signature on it '' are the forms that I am requesting in my particular case, but also:6. Because apparently the bank has a POLICY to refuse copies of client-signed documents to the client who signed them / this is a larger issue than just my particular case : The POLICIES as Well. 
7. I repeatedly suggested that if the bank would simply provide me their policy which explains how and when they refuse copies to clients, or the REGULATIONS from the OCC or the FED that creates an exception to the obvious logical position that any responsible company or person would provide such copies, I would happily go on about my business. 
8. In the meantime, I have no answers, nor do I have copies of the policies that I requested nor copies of paperwork with my signature, which I requested over 24 hours ago. ( XX/XX/2015 at XXXX is the current time. ) 9. The bank has created XXXX case numbers related to my inquiries /complaints : a. ( I do n't see this in my notes now ; will update later. ) b. XXXX. I have dealt with : XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX ( XXXX branch in XXXX XXXX, XXXX XXXX XXXX, Regional Manager -- XXXX XXXX XXXX XXXX, XXXX XXXX, Office of the President, XXXX XXXX " Escalations Dept ''

Company response to consumer: Closed with explanation