Consumer complaint received 2018-10-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Monies were owed to me from XXXX. The monies were placed back into the personal checking account ending in XXXX by XXXX over 2 months ago. This was witnessed and discuss by a Ms. XXXX, Capitalone Bank Personnel and a supervisor from XXXX. He replaced the funds back. This replacing of the funds took from 1-2 months to be replaced, because The New XXXX XXXX. had been just acquired by the XXXX XXXX, XXXX (? ), XXXX on approximatelyXXXX or XX/XX/2018. I believe the date isXX/XX/2018. The previous Call cCenter in XXXX left the new company in shambles, confusion, incomplete orders, and other transactions that were in chaotic confusion. Since new personnel had been hired in the U.S., they had to go through many continuous transitions for months to bring the new company into a resemblance of order that was far from being complete. Often, there were nice people to work with, but continued miscommuicatipn. A few months later in XXXX, XXXX ( or XXXX? ) 2018, the monies were placed backed into the account. Ms. XXXX worked with me and XXXX, especially the supervisor, during the days of processing. The monies had been placed into the account, but Capitalone Bank did not remove the conditional credit of funds. This is in reference to personal checking account ending in XXXX. 
On today, XX/XX/2018, they finally removed the XXXX XXXX ( {$88.00} ) without notifying me verbally with rapport between another bank high level employee and I. This has been consistent and repeated behavior of Capitalone Bank for more than 2 years to wait til the customer gets to a low level amount in their account and then take out the conditional credit so that the customers account will go into a minus account with acquiring additional penalty fees ( to become overdrawn ). This puts the customer in a hole that is hard to climb out of. tThis continued practice affects me as a person with XXXX ( ADA ) to be able to purchase medicines, food, and other needs for trying to maintain at a higher level. Therefore, I must do without medicines, food, and other needs ; therefore affecting my health and quality of life is greatly. This behavior of cCapitalone Bank is likely to occur again and again, since their past behavior has shown this. They have never been held accountable for this behavior, thus showing NO RRMORSE. They do not value me as a customerperson. especially since I utilize their services, help to pay the salaries of their personnel and the Bank uses my money to invest in other projects where they get surplus incomes and dividends. The mission statement of Mr. XXXX XXXX, CEO/President and Founder of Capitalone Bank and Capitalone Financial Services, has a number one mission statement concerning vital, important, professional, and correct communication. Even though there are good people that work at Capitalone Bank, this mission statement is not always followed and is rather lax. If a customer requests periodic and continued communication concerning a process and a transaction ( s ), VERBAL communication is often ignored. The frequency of this occurrence is too numerous and too high.

Company response to consumer: Closed with explanation