Consumer complaint received 2020-01-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Last year in XXXX around XXXX and XXXX I lost my debit card and someone was making fraud accusations on my account that left me at XXXX dollars. I called Capital One to inform them that I did not do any of those transactions and I explained to them that the transactions were fraud. They agreed with me after doing their investigation and opened up me a brand new 360 account with a savings ( mind you I didn't have a savings account before but they opened up both accounts with a new account number to insure that I won't have to deal with the other account since it was going to be closed ). My mother died XX/XX/XXXX and I got a big lump sum of money back. I put the money into my capital one savings account and let it sit until XX/XX/XXXX. I'm now with XXXX XXXX XXXX XXXX because I have a credit card through them and in order to keep the credit card you need a savings account so I went to a capital one branch, got a check written out to me and closed my savings account but I only took out so much and left the remaining balance in the 360 checking account. On XX/XX/XXXX ( the very next day ) I called into capital one to dispute some transactions that only added up to {$20.00} dollars. While I was on the phone, one of the representatives asked me to hold because there were notes on my account ( I always call into capital one and their is never any notes on my account ). She had me on hold for about 10mins reviewing the notes, she gets back on the phone and tells me that my funds will be on hold because capital one doesn't want to do business with me anymore because of the issue that happened LAST summer. I was so confused because capital one had already informed me that the fraud account was closed and that I didn't owe them anything which is why they opened me up a brand new 360 checking account with a savings. If capital one didn't want to do business with me, they would have said that after they investigated the account instead of giving me a new XXXX and telling me that I'm ok. I deposited over XXXX in my savings and once I removed it thats when capital one threw this at me. I spoke with the head manager of the department and she basically laughed in my face and said I owe them that money but I don't because the account was supposed to have been closed months ago! I even called capital one in XX/XX/XXXX to make sure the account was closed before I put my money in the savings account and the representative said " yes you shouldn't see the account on your online banking because its closing '' I said ok thank you and he told me not to worry about the account. Everyone knows that when you put money into a savings account its helping the bank. Why is it so ironic that the next day, after taking my money out of my saving, that capital one is saying I actually owe them the money from the closed account and they will have my funds on hold for days? I even explained to the manager that I wasn't having problems with capital one UNTIL I removed my money from my savings and she tells me " well we are informing you now '' but I would have never been informed if I didn't call up to capital one, and I would have never been informed if I didn't take my money out of my savings account. This is very unfair I can't believe such a big bank would lie for months like that but never complained when I had over 20k with them. Makes you really think, because if that was the case they would have taken the XXXX out of my account when I had all of the money in the account. Capital one is just mad that I closed my savings account but that should be my decision right? I'm a XXXX year old XXXX XXXX   and I haven't eaten anything today because capital one is holding my money when they aren't supposed to. I've already spoken with an attorney and I will be suing them for emotional distress and much more because the money in the account is from my mothers passing. I am the only child and I'm in Louisiana by myself with no help. Im from XXXX, I just go to school down here. Even though I don't have anyone to lend me any money until my money is released, I have an attorney and he is not playing! I couldn't go to class today because I was so emotional thinking about if my mother was here because she's the only person that ever helped me. I don't know my dad, I never did and I have major bills coming up like RENT! If you can help me get my money back faster I would appreciate it, thank you!

Company response to consumer: Closed with explanation