Consumer complaint received 2024-09-18
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION (NY)

Good afternoon, my name is XXXX XXXX and I have an open case with Capital One for a withholding of money that belongs to me since XXXX. In XXXX I received a transfer from my mother and a cousin to make the payment corresponding to the rent ( in the house where we live ) after they made the transfer corresponding to the rent the account was blocked. I was in a very complicated situation because I had no where to get the money to pay the rent and I had to lend money. These have been difficult times because we did not have a steady job, we are immigrants and these funds from the account were withheld without any explanation. After calling during the month of XXXX on repeated occasions, CAPITAL ONE did not give a clear explanation of what was happening with the money, they only said that I had to wait. At least I called the bank about 3 times a week because I urgently needed to have my money back. In XXXX the same thing happened until in one of the calls after transferring up to 6 different departments they told me that they would send me a check back to my account within two weeks. Two weeks went by and I didn't receive any money. I called again after transferring myself to several departments again and they kept insisting that the money would be sent in a check within 2 months at the most, that there was nothing else they could do. I decided to wait two more months. Finally XXXX came and I still haven't received my money so I called again and they told me that the money was withdrawn from the account, I asked by whom and they told me that I should keep waiting which didn't make much sense. In XXXX I went to one of the bank branches to explain to me what really happened and after two hours they notified me that the money was going to be returned to the original accounts that made the transfers without explaining why. According to reports on XX/XX/XXXX my money was returned to the original accounts. I decided to wait a little longer trying to check at least twice a week with the people who made the transfers which are my family ( my mother and my cousin ) realizing that they didn't receive the money. XXXX passed and I called again to ask what happened. They told me that the money was withdrawn. That is to say, from the first calls they lied to me, they always gave me different information regarding my money. 1 ) It was withdrawn by a third person ( They can't tell me who because no one has withdrawn it ) 2 ) We already sent you the money in the form of a check ( something that hasn't happened in 6 months ). 3 ) Your money was returned to the people who made the transfers. ( Which has not been the case. 
So yesterday, XX/XX/XXXX ( 7 months after my funds were withheld ), they tell me that I should contact XXXX. Because they may have the money. Which is not the case either because I called yesterday and they could not resolve anything. Because the money was deposited into what was my Capital One account. So my claim is because after 7 months, Capital One is lying and still has not been able to return my money. It is my money. I am an honest person. I had to pay for my house alone because of a financial institution that has not been able to resolve the situation. I really need a solution, it is urgent and it seems to me a serious fault that they lie instead of telling me what happened and why I do not have my money back. It seems quite unfair to me. This morning I went to another branch and they tell me that I must start a new claim. Really? So that it takes 7 more months and they continue to give me excuses and few solutions. I really need my money back. My account was closed with {$2000.00}. 

RT # XXXX XXXX Act # XXXX