Consumer complaint received 2015-10-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
Yesterday I went to change my cellphone service. At the end of the process I went to pay and it said the address was wrong, I tried again, still said it was wrong. That was the correct address for my card, so I went back and put " n/a '' in the apartment field just in case that 's what I had put- and then it said that there were insufficient funds in my bank account. 

The order had not gone through, I went to my bank account, and I saw that the charges had been sent through and were pending on my bank account- putting a hold on that money. 

I called the cell company to ask for XXXX charge to be dropped and if my order could be pushed through on the other charge. They said no. I asked if they could reverse the charges, because I could n't afford the hold on both- they said no- to call my bank and have them cancel it. 

First woman I talked to with my bank said that they could n't do it without a phone company rep approving cancelling the charges, and that I might be held accountable for any overage charges that resulted. She said if they did that, I would have instant access to my money- which I needed because I had no cash on hand, and my stove is broke, so that 's what would feed me until payday. 

Called the phone company again and asked that rep if he could talk to my bank and approve the charges being dropped. The plan was drop both charges, go into the store and do it in person, and then I 'd have about XXXX bucks until payday. 

We call the bank, and we explained the situation ... that XXXX charges were pending on my account, I could n't afford that, the order did not go through, I was n't going to get anything for the money, and to please just delete the pending charges. 

The bank wanted confirmation numbers from the phone company. The phone company had said nothing had been generated on their side because the sale did not go through. I said I had some sort of confirmation numbers on my transaction report for the XXXX charges of XXXX, and the bank rep said that it could n't come from me. 

I told them all I had was XXXX and change in my account with the hold until Friday, that I had no food and would be forced to withdraw the XXXX in order to eat. ( which left me with XXXX cents in my account ). I said that this was n't my fault- the phone company 's site glitched and now, even with the phone company saying to release my funds, I 'm going to end up going negative and getting fees on my account because of it. 

This bank person said that I " probably '' would n't be held accountable for the fees, but refused to guarentee it. He also said that the hold would last a few days, where either it will time out in the system, or the money will withdraw and I would have to go through the process of fighting it. 

The phone company guy tried again to explain that I was in need of the new service, and in need of my money- that he was giving permission to cancel the transaction according to what the woman said in the morning, and the bank person refused. I spoke on the phone from someone here asking for advice, they could n't find rules that fit my situation, so they passed it on to the FAQ people, and mentioned the possibility of a complaint.

Company response to consumer: Closed with explanation