Consumer complaint received 2024-08-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH

Complaint narrative:
To whom this may concern, my name is XXXX XXXX. Ive been a loyal customer at Capital One Bank for over 10 years now with accounts ranging from personal checking & savings, business checking and savings, and multiple credit cards. However, nothing could prepare me for my most recent experience with this company. On XX/XX/year>, I went online and opened a new savings account. The account was started without any problems and a deposit of {$1100.00} was made. At this time, I requested to add another account holder and their personal information was provided. However, the link sent by Capital One had expired before the task was completed. Therefore, on XX/XX/year> at arounXXXX XXXX XXXX. I resubmitted the request using the mobile app. The link was received, and the information was successfully submitted by the person I wanted to add. Unbeknownst to me, Capital One used this action to freeze all my accounts without any notice or communication. I discovered the issue very early on XX/XX/year>, after receiving a suspicious email for an account that doesnt even belong to me. Ive attached a screenshot below. I DONT HAVE AN ACCOUNT WITH CAPITAL ONE ENDING XXXX NOR HAVE I EVER. I spoke with a representative at the Customer Protection Center XXXX on XX/XX/year> around XXXXXXXX XXXX. She explained my accounts were frozen because they needed to verify my identity. No explanation was provided when I asked why no one called or reached out to me by email regarding my accounts. Also, explained they sent me an email for an account that doesnt even belong to me and there was still no reply or concern. The only thing she made clear was that I needed to provide very sensitive information such as full ssi, dob, address, etc or Id have no access to my accounts. I asked for a temporary code to be sent before providing this info by phone and she declined. The rep stated my accounts would be frozen and Id have no access to my funds until this information was provided and verified. I requested to have the call escalated to no avail. I explained there are no local branches in the state of Ohio where I reside, so Id have no choice but to resolve this by phone. She reiterated the same information regarding me having no access to MY OWN MONEY. So reluctantly, I provided the info. Once verified the freeze was lifted. I continued to inquire on why this happened, and no information was provided other than its because I requested to add someone to my account. I asked to file a complaint and was told someone would contact me ASAP. I requested to be contacted by phone and in writing. As of XX/XX/year>, no one has reached out to me. I contacted the bank again today and spoke with a very rude representative by the name of XXXX id # XXXX. I asked her for a reference number to my complaint and she declined to provide it. On XX/XX/year>, I was given reference number XXXX. Ive received hundreds of dollars in returned check fees due to the banks negligence. This has placed several of my personal accounts in a negative standing and these actions will impact my credit score of over XXXX. Please assist me in resolving this matter. Im requesting a DETAILED letter WITH BANK LETTERHEAD, signed by an OFFICER OF CAPITAL ONE BANK, showing last 4 digits of account number XXXX explaining the following : reason for freeze, date and time freeze was active, date and time freeze was removed, balance from XX/XX/year> XXXX and a list of all payments that were returned to vendors. Also, any returned fees charged by merchants would need to be paid BY CAPITAL ONE BANK as this action was NOT WITHIN MY CONTROL. In all the time Ive done business with this bank NONE OF MY ACCOUNTS HAVE EVER BEEN OVERDRAWN OR IN BAD STANDING, NOR HAVE ANY CREDIT CARD PAYMENTS EVER BEEN LATE. I WANT THIS RESOLVED ASAP. 

I can be reached after XXXXXXXX XXXX at XXXX and by email anytime at XXXX. 

PLEASE INCLUDE CONTACT INFORMATION IN CORRESPONDENCE

Company response to consumer: Closed with explanation