Consumer complaint received 2017-08-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
All transactions were done at the following location : Capital One XXXX XXXX XXXX. 
XXXX, LA XXXX Branch Manager : XXXX XXXX XXXX XX/XX/XXXX Opened business account with 2 signers XXXX and XXXX. ( Im using intials to explain all that happened. I am XXXX ). 

XX/XX/XXXX XXXX was removed from my LLC completely. 

XX/XX/XXXX Both signers went into bank to have XXXX removed from account. There is videowe were both there. At that time, XXXX also opened a second business account without XXXX on it. 

XX/XX/XXXX XXXX saw online activity by XXXX on the business account. XXXX called Capital One and stated that XXXX should not have access to the business account. XXXX was told by Capital One that XXXX was not on account and to simply change online password to deny him access. XXXX changed the password. 

XX/XX/XXXX ( Friday ) XXXX went into branch listed above and asked for balance on business account. Capital One had NOT removed XXXX from account!! Branch manager gave XXXX the balance on account, and XXXX promptly withdrew all monies from account totally {$1900.00}. 

XX/XX/XXXX ( Saturday evening ) XXXX tried to use debit card for business account and was told card is reported stolen. XXXX checked bank balance and it was zero. XXXX called Capital One Saturday evening at XXXX XXXX  and was told XXXX was still on account. XXXX was told there was nothing to be done until Monday morning. 

XX/XX/XXXX ( Monday ) XXXX went in to branch and spoke with manager.  He was unaware XXXX and XXXX had gone into branch to take XXXX off account. He initiated a fraud investigation. XXXX was removed from account and a password was placed on account. No business transactions were to take place if could not supply password. 

XXXX was told once Capital One had a case #, she could go to police and file fraud charges. XXXX was told the fraud case # takes 2 days to generate. The {$1900.00} was still not put back in business account. 

XX/XX/XXXX ( Wednesday ) XXXX called fraud dept. at XXXX XXXX and was told case # had not been assigned and to call back in the afternoon. 

Called back in afternoon and was told it takes 5 days to get a case #. Friday is now when it would be available. 

XX/XX/XXXX ( Thursday evening around XXXX XXXX ) XXXX looked at bank balance and it was o.oo and the account stated closed.
XX/XX/XXXX ( Friday ) XXXX went back to branch and spoke with manager. Manager investigated and found out that XXXX called on Saturday, XX/XX/XXXX and requested account be closed and all remaing money sent out, this total was {$1600.00}. This apparently was done by Capital One because any Saturday business does not show on their system until Tuesday. Branch manager said that is why they didnt see this request on Monday, XX/XX/XXXX. Branch manager said wait until cashiers check shows up in mail and then put back in account. He stated that would be quicker than doing a stop pay. Account was reopened as well.
XXXX called branch and requested that regional manager contact me. Has not happened as of XX/XX/XXXX XXXX XXXX XXXX.
Branch manager immediately called back. XXXX said the money needed to be back in account and that she was not waiting until the following week for the mail. Manager made calls and money was put back in account on a conditional basis until cashiers check was deposited.
XX/XX/XXXX ( Monday ) XXXX went to XXXX Police Department and was told no charges could be filed because XXXXs name was still on account when he took out money. Police officer stated that it is Capital One who is liable for the {$1900.00} because they did not protect my account.
XX/XX/XXXX ( Wednesday ) XXXX looked at bank balance and again it was o. oo and account closed. XXXX immediately went to branch manager. He investigated again. XXXX called to have account closed AGAIN and all monies sent out. {$500.00}. Branch manager said XXXX XXXX in back office is the one who spoke with XXXX. She did not look at notes or notice that the account had a PASSWORD!! Branch manager had the account reopened and the money put back in account.
XXXX told branch manager that no one fraud department had gotten back yet. Branch manager called and emailed fraud investigator XXXX XXXX numerous times with no response. Branch manager emailed XXXX XXXX boss and we are waiting to hear back.

Company response to consumer: Closed with explanation