Consumer complaint received 2022-07-08
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:
I, XXXX XXXX was a long time loyal Capital One Bank and credit card customer for years. 

XXXX XXXX and XXXX are married. When my wife XXXX XXXX XXXX retired she scheduled her retirement checks to be deposited to my bank account for me to manage. 

On XX/XX/2022, XXXX XXXX XXXX the account holder attempted to initially withdraw only {$4000.00} of the {$22000.00} pension deposit. 

Previously-on my XXXX Capitol One texted that the funds were available ( I still have that text ) but when I arrived at the capital One branch in XXXX I was informed that the account was frozen and that I was not allowed to withdraw the funds. 

I attempted several times to inform the clerk XXXX that the money belong to my wife, I was then directed to call my wife on XXXX while the clerk was on the phone with the Capital One fraud department. 

At the time XXXX was at XXXX XXXX attending to my XXXX XXXX father who passed away shortly after, she was asked on XXXX by the Capital One clerk to come in to the branch to verify the check. 

My wife left XXXX XXXX in XXXX XXXX and met me at the capital one XXXX XXXX branch. 

The very rude clerk named XXXX called the fraud department, XXXX was then asked questions repeatedly, questions far beyond necessary of what it takes to verify a check, XXXX provided all necessary IDs documents and answered all questions until she felt insulted and felt the questions were not necessary. For example the clerk asked why did she deposit the check into her husbands account and why didn't she have her husbands last name. All this was as after XXXX provided her name, her license ID and address and state ID, not to mention she was physically there in person within minutes as Captiol One requested. My wife stated to XXXX that she understood need for Capital one to verify the check but felt the extra questions was unnecessary but was still met with rude behavior. The clerk started speaking over my wife, XXXX XXXX XXXX was rolling her eyes and waving her hand in the process which was very unprofessional. My wife recorded the conversation as the clerk continued to be rude by cutting her off, not letting her speak, looking over her and speaking to me when they were the ones who asked my wife to come down to the branch. XXXX has a full XXXX minute recording of the situation and it also proves that I was never abusive and aggressive as Capitol One stated yet my account and Credit Card was unjustly canceled and I was also sent a very disturbing letter from Capitol One stating that he was aggressive and rude. There is nowhere in my wife 's recording or bank recordings that show I was ever being aggressive or rude which would've been grounds for them not to even complete the deposit in which they did. 

I was unjustly targeted, my account was unjustly closed and I was basically accused of fraud by the constant repeated questions after the clerk verified the check more than it should have been verifed. My account was closed without even getting my side of the story or finding out what happened. I was actually on the phone waiting to speak to a supervisor to make a complaint about the clerk during the entire transaction. 

I withdrew all my funds from my account only after seeing the way my wife and I were treated XXXX and I felted humiliated, we were treated like we were thieves, we were not believed after they verified the check. 

XXXX the way my wife and I were treated I certainly do not want my account back nor do I want my credit cards back. I would simply like an apology from Capital One and I would also like the letter to be removed from my account and history because I was not aggressive or abusive. ( please request their video ) The letter sent to me is slanderous and my wife and I are are insulted by the situation. We can prove that they were not aggressive by me being a long time customer and never giving Capital One any problems. We can prove we were not aggressive by XXXX 's recording. XXXX is a retired professional and I have a professional career, we had nothing to gain by being aggressive or abusive while trying to check out our own money. 

My wife plans XXXX all the attempts to get this resolved, she plans to contact media and other resources, such as lawsuits that are filed all over the country for discrimination against Capital One, Showing them how we were unjustly treated, especially closing my account. Capital One never took the initiative to to hear my side of the story and back their teller XXXX when all they had to do is watch the video from XX/XX/2022. 
Please note that this branch has the lowest star rating of all of the Capital One Branches. 

XXXX cancelled my account and credit cards has given me a negative credit report, caused late fees with my automatic bill pay and my IRS check was returned back to irs. 

Please help and do not let them get away with this just because I'm XXXX average banking customer. please note that capital One bank is telling complaint agencies that they do not recognize me as a customer that maybe because they closed my account and they Will not answer because you are not the account holder but when I filed a complaint as the account holder they do not answer, which is cowardice tactics.

Company response to consumer: Closed with explanation