Consumer complaint received 2020-02-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX of XXXX, I opened the CapitalOne app to check my balance and my recent transactions as I normally do, and I found that my account was restricted and negative {$1700.00}. Immediately, I called my bank and I was informed that CapitalOne had ended its relationship with me because of its " losses '' and that I would have to pay them back. Unfortunately, I was scammed out of {$1800.00} via a bad check deposited on XX/XX/XXXX of XXXX. From this event-not even being informed that my only bank account had been restricted-CapitalOne without fail has continued to disappoint me. 
Bitterly, I accepted that I had to repay the negative balance, that CapitalOne restricted my accounts without informing me and that I had to hurriedly find another account to link my bills to, and I could even accept that there would be no investigation on CapitalOnes part and that I would have to file a claim with a local police detective on my own. However, there are certain things that are unacceptable from a professional organization : Firstly, CapitalOne dodged my calls by referring me to a voicemail to a department within CapitalOne where no one NEVER EVER returned my calls. I had to take initiative to call CapitalOne and again be referred to the department where calls are never returned. The only time that I was able to speak to someone was went I escalated the call to a manager/supervisor who repeated read complexly worded policies to me rather than answering my questions directly such as When will my account officially close? -because I wouldnt want to be sent to the debt collectors. It is absolutely ridiculous that such simple pieces of information took days and multiple people to get a hold of. On a side note, the some of their representatives proceeded to be condescendingly blame me for being scammed when I asked why I would be responsible for the balance if the bank did not take the time to verify whether the check was a real check. CapitalOne bank in less than XXXX hours made all {$1800.00} available although when I deposit my paycheck physically of less than XXXX dollars, it takes them several days to process to receive my money. Nonetheless, I accept that I would have to pay CapitalOne by XX/XX/XXXX of XXXX or I will be sent to the debt collectors. I let the bank know that I would be working and will have my direct deposit continue to go into the checking account to clear the balance. 
On XX/XX/XXXX, I paid off the negative balance and had a positive balance of {$280.00}. According to my phone provider, since XX/XX/XXXX, I have called CapitalOne XXXX times. During one of these calls, I had spoken to a representative and she had told me that I would be able to XXXX money into and out of the account. Thus, I planned to have the {$280.00} XXXX to my new account on XX/XX/XXXX so that I could go home ( Maryland ) from XXXX. Currently, I am attending XXXX  school interviews across the country- a very expensive feat ; not to mention not receiving a paycheck for about XXXX weeks to pay the negative balance put a tremendous financial strain on me. Anyhow, when I called CapitalOne on XX/XX/XXXX, I was told that they can not XXXX me the money, my only option was to wait for a check to be sent to my home in Maryland. Thus, I was left stranded in a foreign state with zero funds because I was misinformed.

Lastly ( or at least what I can remember for now ), having bank representatives give me the run around about who I could talk to next to escalate my issues with their less than savory customer service and the infamous voicemail. I had to do my own research into who I could make complaints to outside of CapitalOne because nobody wanted to release this information as if they were the end all be all. Today, XX/XX/XXXX, I called because my employer did not process transferring my direct deposits to my new bank account yet, so my last paycheck was sent to CapitalOne. I called simply to find out what happens to checks that are sent to closed accounts and they sent me to the voicemail again! Its a general question! I am tired.

Company response to consumer: Closed with explanation