Consumer complaint received 2015-11-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened Ckg & Svgs Accts with Cap One Bank this yr. I got text/EM notifs about my trans.In XX/XX/XXXX I got an EM telling me to read a msg.I logged into the full site ; msgs are not avail on mobl site, a bug? The msg told me a XXXX trans had caused my acct to OD & if it cont 'd my Acct could be closed.I checked my Bank stmt & that trans was NOT there.I set up a backup card in my PP ACCT as my OD protection so it would n't happen again.It seemed to be working.I got purch, XXXX, & Dep notifs from the Bank, & notifs from XXXX when it used my backup card.I went into my Bank acct daily & made sure I had money to cover " pending '' trans & watched for OD or declined trans.There were NONE nor did I get any more " go read msgs. " In XX/XX/XXXX, I made a {$40.00} dep to pay for a {$22.00} XXXX purch.On XX/XX/XXXX I noticed that my Bal was still {$40.00} and the {$22.00} was n't XXXX.I checked the mobl app and now I had a msg at login that said I could n't WD any funds/call Cust Serv. I called & was told my Chkg Acct was being closed! The Rep said it was because I had too many trans ( all PP! ) that had hit my acct & caused it to OD! He said they had sent me msgs! I told him the only msg I got was back in XXXX & I 'd been watching my acct closely since then.I said I 'd seen NO OD 's on my stmts nor gotten notices.He said they DO N'T show OD trans on stmts! I went through my EM 's, even my Spam.The ONLY EM I found was the one XX/XX/XXXX.He told me my acct would be closed on XX/XX/XXXX.I asked him to move my {$40.00} to Svgs.He said not until the acct was closed ; it would be held in case anything came in that would need paying! I told him my XXXX Retrmnt Chk ( almost {$3500.00} ) was auto-deposited in that chkg acct the XXXX of every mo! He said they would reject the Chk & send it back! I told him it would cause me severe financial problems! I would n't be able to pay my mortgage or any bills! He said to call the issuer ; tell them to stop it.He was rude. I contacted XXXX & was told it was too late to stop it.They said I was prob looking at a delay of 2-3 weeks! I contacted all my creditors & informed them I 'd be paying my bills 2-3 wks late & I 'd have to provide new Bank info to them.And get this-when I checked my EM that day AFTER talking to the Bank Rep, NOW there WAS an EM telling me to check my Bank msgs.On XX/XX/XXXX, I checked to see if my {$40.00} had been transf to my Svgs after closing my acct ( XX/XX/XXXX ) .BUT it was still in Ckg! I called the Bank.They told me my acct would be closed on XX/XX/XXXX! That 's not what their msg or Rep said! I was told XX/XX/XXXX! They changed the closing date and did n't notify me! I asked her-If it wo n't be closed until XX/XX/XXXX, will my paycheck be deposited since it will come in before XX/XX/XXXX? She said yes & they should move it to my Svgs Acct like the {$40.00} as the request stated on file.She said I could then WD it from Svgs or transfer it to my PP acct.She must have verified my paycheck with a Supervisor because she next apologized, saying that my paycheck WOULD be rejected & ret 'd even though it would come in before XX/XX/XXXX. I asked why & she said-because they were not going to process ANY trans in or out. I asked what they were holding my {$40.00} for XXXX did n't XXXX then told me she agreed with me about everything and was truly sorry.She said she had it happen to her and had handled many unhappy customers under these circumstances.SO-1 ) Why is n't this Bank required to post ALL trans, includ neg or OD info on their mobl and full site? 2 ) Why are WE penalized if a merchant TRIES to process a trans that the Bank did n't even pay when we made backup arrangements? 3 ) If we 're notified verbally & in writing of an acct closing date, HOW can they CHANGE the closing date & not notify us? 4 ) If their OWN written rules specify paying any " pending '' trans up until the closing date BEFORE closing the acct, WHY are they deciding WHAT to pay or reject before the closing date? Like my paycheck or a {$12.00} trans ( both came in XX/XX/XXXX )? An

Company response to consumer: Closed with explanation