Consumer complaint received 2023-06-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My brother XXXX XXXX asked me if he can mobile deposit his check for him and I mobile deposit back in XXXX last year the back made the money available but when I wanted to withdraw the next day they told me my account was frozen and they doing investigation. I did not know they dont accept 3 rd party checks. So they told us that both of us need to go into to a capital one branch and verify ID and they would unfreeze my account. We went into to the bank cafe but they would not accept my ID because my work permit expired I was still waiting for it to come in the mail I showed them the paperwork but there system was not accept it .we were advised as soon as my I d come in to call them and they can send me a link to XXXX XXXX. I did that and they keep saying they will unfreeze account we wait and months go by we call and they keep saying they still investigating. I dont know what the problem is they already call the check issuer and verified .we keep calling they say they keep saying its still under investigation finally they say we need to go again to the cap One branch and show both ID get verified so on XX/XX/XXXX both of us went to the bank again verified our ID sighed the 3rd party check XXXX and XXXX form everything was done verified and they said my account should be active by next day ..one week go by .today I call they say they are still investigating whaaaat is going on I dont understand what else they need from us to unfreeze my money its been over 6 months i fell behind on mortgage and other payments this has cause a lot of issues financially can you please find out what is really happening I need my money been over 6 months my account frozen even after we went there submitted our IDS signed the paperwork I called them today XX/XX/2023 to get a update on whats going on. The lady on phone said she gon na investigate and call back with 3 hours .I got no call back from them I called her back and capital One had the nerve to say that the dont have the I D on file now tell me how unfair this is when we drove 3 hours to the Capital one Cafe in XXXX the ambassador took pictures of both IDs from his Tablet and had us sign the 3rd party check form confirmed to us that account would be activated unfrozen within few hours I even sent them all information via email last week. Is this really possible or are they trying to put me thru XXXX and have a nervous breakdown my bills are all behind including rent and my electronic bill its been absolute XXXX the past 6 months and because ofcapital ones negligence in not handling this situation in a timely manner making me feel like they didnt care at all they making no effort to resolve this situation I had to complain before I go XXXX dealing with this situation which was not even Fraud or anything that would require this much time since XX/XX/XXXX last year when I made the deposit .I need help I cant continue to carry this on any longer I would really appreciate if your company can help me out

Company response to consumer: Closed with explanation