Consumer complaint received 2020-09-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a Capital One Checking account and a Savings account on XX/XX/2020. I realized when I opened the account I did not do it correctly and called to make the correction. I was told the account is open and fine and I can deposit my checks. I deposited 2 checks on XX/XX/2020 in the amounts of {$1200.00} and {$48.00} while on the phone with customer service talking me through the process. I received emails that the checks were accepted. When I checked on the deposits and tried to transfer them to the Capital One Savings Account the next day, I realized my account had been frozen by Capital One. I called and was told the only way I can access the money is if I disclose the phone number of the person that wrote the check for {$1200.00}. I requested a manager since this seemed like a scam for personal information on a person that was not a customer with Capital One. XXXX continued to threaten me that the money would not be released unless I provide the phone number of the check writer. She said that it was their policy and in the disclosure statement. I have read their Disclosure Statement and I have not found anywhere that it says I must do what XXXX wanted me to do, give the check writers phone number. I did not have the authorization to release the check writer 's phone number and did not have the number with me at the time and felt this was way out of line for normal banking procedures. In addition the check had cleared on XX/XX/2020 and there seemed no reason why this information was necessary since the check was valid and transferred to my account. I stated I did not need the money immediately and could wait the customary 3-5 business days for the check to clear. 

So the only error on my part is not connecting my Capital One Account with my personal checking account. I called immediately when I realized that this might be a problem and was told my account was fine and to deposit the checks which the customer service person walked me through the steps while I was on the phone with her to deposit 2 checks. If my account was opened without my personal account why did Capital One accept my checks for deposit and now hold my money with my accounts frozen? I have continued to try to resolve this with no one from Capital One contacting me to try to help me resolve this matter. I am extremely distraught by the frustration and time I have put into trying to resolve this matter and need a formal response from Capital One. 
I called and the customer service representative XXXX on XX/XX/2020 and was told he couldn't help me because the account is under review and frozen. I requested to speak to a supervisor and he would not forward my call. At least he wasnt threatening like XXXX from the day before demanding the phone number of the check writer and telling me the money will not be released without her phone number. I have sent emails and tried to access my money to no avail. 
I did nothing wrong and tried my very best to make sure the account was corrected and was sadly misled by Capital One 's customer service representative that the account was good and I could deposit the checks. 
I am requesting a prompt response and to quickly resolve this matter. The two checks that the representative had me scan for deposit are presently in that account. Capital One incorrectly advised me the account was correct and it was open and fine to deposit the checks. I did nothing wrong but was poorly advised to deposit checks into an account that did not have my correct personal account linked to it. I tried to make sure that the account was set up correctly and was badly misinformed that it was okay. 
I have made another attempt to contact Capital One XX/XX/2020 and after all the on hold and navigating through your voice prompts that do not apply I was connected with XXXX who listened to my concerns. He said to hold while he said he is just a middle man and to hold while he connects me. I was disconnected, another attempt to resolve this with Capital One failed on the part of Capital One. I have also sent emails and have added a complaint on Capital One 's XXXX page. I have a letter I will be putting in the mail in the morning. 
Your help will be greatly appreciated.

Company response to consumer: Closed with explanation