Consumer complaint received 2024-11-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION (TX)

Multiple anti-customer policies on the part of this bank.

First of all Capital One will not allow me to opt out of any 2FA. They recently implemented this on my account, and online banking times out way too fast, and they inflict 2FA on me at EVERY log in. Sometimes that is multiple times per day. This is clearly implemented just to annoy, and is not protective of my account in the privacy of my own home. 

I ordered groceries for home delivery from XXXX XXXX on Saturday XXXX. There was a pending hold transaction for 15 % more than the final amount until the groceries were delivered and the transaction finalized. The final amount was {$120.00}. But they did not release the pending hold when the final transaction posted on XX/XX/year>. It stayed pending, preventing my access to my balance for several days. The bank says it is the merchant 's problem and the merchant says it is the bank 's problem. The companies were unable or unwilling to participate in a XXXX way call to resolve the issue or just point fingers at each other, and I am the one that did not have access to the funds, while all they did was absolve themselves of any responsibility. 

I made a purchase online on XX/XX/year> and the online merchant proceeded to fraudlently charge my card for additional amounts. I notified Capital One while these were pending and I had to get my debit card cancelled and replaced, but they would NOT remove the pending hold against my funds. Then ethey expedited my card replacement to the wrong address, so instead of having that for my pay day today, ( XX/XX/XXXX ) I won't have it until sometime next week, and it is no longer expedited. Most of my bills are due during this first week of the month. My phone will be disconnected on the XXXX, but I will not have my debit card to pay it. And this occurred after I specifically confirmed my address for it to the person who took the fraud complaint and insisted on cancelling my card. You know. For my protection. 

I have transferred funds into the bank and the incoming funds stay pending for days. DAYS. Yet they allow any merchant to access my account within seconds. And will not release pending funds holds on transactions that are either fraudulent or already posted. Their infliction of 2FA also offers zero protection against these events, but there it is anyway. 

Generally when I call the bank, I first get a guy who can't speak XXXX and also doesn't have a working head set. Or I get the XXXX XXXX who also simply don't speak XXXX. I always have to keep calling back to luck maybe, get XXXX support in my language, but then they stubbornly stand by their anti-consumer merchant protection policies.

If the bank doesn't have any control over the pending transactions, then maybe they should be disallowed from withholding pending funds in that manner against a customer 's bank balance. And for the love of all -- -give me some web site control over 2FA which I have also been told they can not shut it off, although they turned it on!