Consumer complaint received 2024-02-19
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

On XX/XX/XXXX I was sent an email notification from capital one bank that they were verifying an incoming XXXX payment of {$300.00}. The following day ( XX/XX/XXXX ) I received another email notification that I was sent the {$300.00} through XXXX for the transaction from the previous day. Later that same day I received another notification in the capital one app stating, your funds are currently not available for withdrawal. Please call us. I proceeded to call capital one to speak to a customer service representative. They transferred me to their fraud department. The fraud department questioned me regarding the last XXXX transaction. I was asked what it was for. I told the representative that a friend transferred money to me for supplies for a dog I was fostering. The representative said that in order to remove the freeze on the account, I would need to provide the senders phone number for capital one to call and verify that the transaction was not for business purposes. I asked the sender if I could give out their phone number since capital one told me that I couldnt be on the phone with both capital one and the sender at the same time, nor could the sender contact capital one directly. It had to be capital one contacting the sender. I called capital one back with the phone number, and they told me it was an unverified number. They stated they needed a different telephone number. I called back with the senders secondary number and capital one told me it was still unverified and because the name was not listed, the information provided would not be enough to unfreeze my account. I asked capital one how I could rectify the situation if the senders phone number was not in my control. Some people have phone numbers that are unverified or not in their own names. I was told that if I didnt get a verified number that my account would be closed and my balance would be mailed to me. I asked to speak to a supervisor, who stated that my account is now closed and they were investigating and would not release any funds. She also questioned a few other XXXX transactions in the amounts of {$300.00} ( XX/XX/XXXX ), {$500.00} ( XX/XX/XXXX ), and {$300.00} ( XX/XX/XXXX ). I re-iterated to her that there are a lot of animals in the area that I XXXX XXXX XXXX XXXX to neighbors and friends/family, and from time to time they will help me financially for their care. When I pressed them about when the funds would be released, they said they would investigate, but they also said they could not provide a timeframe as to when that money would be mailed back to me, and they could not confirm that it would be the full amount of {$1800.00} in my checking account. They also stated that the sender could cancel the XXXX, however that was not possible since once the funds are sent and received, XXXX can no longer retrieve said funds. Capital one also said they would close my XXXX kids checking accounts. This had nothing to do with the issues they had with my account. On XX/XX/XXXX, I received an email from capital one that my XXXX kids accounts had been closed. As far as my account is concerned, its been XXXX ( XXXX ) weeks and XXXX ( XXXX ) days with no resolution. Even though the supervisor had state that the account was closed, it is showing as open, but frozen and accruing interest.