Consumer complaint received 2021-12-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
1. Made false statement that my mother aa 's account ( s ) don't have any joint holders, and denying my ownership and access of our accounts as the second account ( s ) holder. 
My mother XXXX capital one 360 Bank Acct, was originally opened with ING Direct, XXXX as online savings accounts many years ago. 
She added me, her daughter as the second account holder. ING DIRECT  banks letter states, XXXX Account Ownership has been updated to Joint with Primary Owner on XX/XX/XXXX. 
The bank formerly known as ING Direct  became known as Capital One 360 ( the Bank ). 
On XX/XX/XXXX, the bank sent me to my email address two ( 2 ) emails entitled, Youre invited to be a secondary account holder, which stated in relevant part as follows : XXXX  has invited you to become a secondary account holder on their 360 Checking with Capital One, and XXXX  has invited you to become a secondary account holder on their 360 Savings with Capital One respectively. 

I assert that on XX/XX/XXXX, I opened the emails from the bank, clicked the link of Accept Your Invitation in these two ( 2 ) emails and enter the information the bank asked on its website. Then, the bank informed me on its website, that You became the second account ( s ) holder already.

On XX/XX/XXXX, my mother XX/XX/XXXX sent fax to Capital One stated : I tried to add my name as a joined account holder to my account ( s ) with you online in her fax entitled my Written Correspondence and Documents for your Request, From XX/XX/XXXX through XXXX XXXX, XXXX XXXX deposited part of the federal benefit ( retirement ) payments she received from Social Security Administration in the amount from {$630.00} to {$690.00} per month to her mother XXXX XXXX account ( s ) with XXXX, where the bank withdrew the funds from my mother 's XXXX checking account via Inter Institution Transfers. 
Capital One made false statement that my mother XXXX XXXX account ( s ) don't have any joint holders, and has denied my mother and my access to our funds since middle XX/XX/XXXX. 
2. Took {$9000.00} out of our account under pretext of mailed it to me Where is the {$9000.00} payment to me? the bank withdrew from our checking account? while the bank claimed it was Sent on XXXX and Deliver by XXXX stated on capital one 360s website, I have never received the said payment, and my mother and I sent fax and U.S.P.S. certified mail asked the bank to stop payment. We also asked the bank providing a copy of the check it said it mailed ot me on XXXX. As of today, I have never received the requested copy of the said check, nor did I see the bank returned the {$9000.00} back to our bank account. 
3. without authorization of us, XXXX linked external XXXX Checking was removed on capitalone.com For many years, my mother XX/XX/XXXX Bank Acct has a linked external XXXX checking account for Inter Institution Transfers . My mother XXXX XXXX Checking showed : ACH Electronic Debit XXXX CAPITAL ONE N.A. CAPITALONE from checking in the amount of {$9000.00} on XX/XX/XXXX, etc. We noticed that after this transaction, without authorization of us, XXXX linked external XXXX Checking was removed on capitalone.com. 
Thereafter, my mother XXXX tried to reestablish the linked external XXXX checking account, XXXX, by adding the link herself on capitalone.com and selected the link was going to be used as Inter Institution Transfers, but on the next day, she found on capitalone.com that, without authorization of us, the link my mother XX/XX/XXXXadded the day before had been changed into to be used as Payment. On capitalone.com, she read the Payment means she can ONLY use this link for paying our Bank Acct from the linked external XXXX checking account. Therefore, she did not sign in, did not confirm, and removed this link on capitalone.com on that day. 
4. On XX/XX/XXXX, XXXX on capitalone.com, my mother XXXX tried to make payment to her XXXX credit card with capital one in the amount of {$400.00}, and found out that payment she made day before was took out of her credit card payment with our authorization. 
5. The Bank has failed to comply with the requisite notice of the garnishment of our s account ( s ) since XX/XX/XXXX My mother and I could not use our bank accounts funds to pay the bill. We also found that we could not use transfer function to transfer our bank account funds among our Bank Accts. The bank has never provided us the requisite notice of the garnishment of our s account ( s ) since XX/XX/XXXX. 




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Company response to consumer: Closed with explanation