Consumer complaint received 2023-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On or about XX/XX/XXXX of 2022 I opened a checking account with Capital One via my cellular device and internet. I proceeded to have my fianc, whom at the time had most of my money send me via XXXX two transactions of XXXX as repayments. And to this very day both transactions remain in good standing not she nor her banks have flagged either one of those initial transactions as bad, fraudulent, etc. A few days later I attempted to make an online purchase. That purchase did not go through, so I decided to reach out to capital one customer service in an attempt to figure out why my transactions were not going through and during that time they were extremely vague and advised me that I needed to come to an office to verify my identity. At the time I was in the process of waiting for my new identification card to come in then mail and that was the only form of identification capital 1 was accepting as being valid during that time. So until I was able to receive mine in the mail, I was not able to go in to a branch to verify my identity. Keep in mind capital 1 is primarily an online only bank as far as Californians is concerned. However In the meantime of obtaining my id, I received XXXX payments over the next few months most of which were reimbursements for labor and or materials and such from clients that I being the handy man I am had previously performed work for. Which I had done during covid when every extra penny helped. Also some of the payments were from close friends as well. So their payments consisted of but werent limited to : refunds for travel and past trips and meals, or activities that I had previously covered. Etc ... some of the payments I can hardy remember given the fact that its now XXXX entire year later I dont think anyone remembers every transaction made to their accounts a year later. Around or about in XXXX I tried to withdraw some of the money which I was unable to do. Upon reaching out to capital one they informed me that there was now an investigation going on with my account and that they had actually closed my account and ended the banking relationship with an account balance of XXXX altogether. I have called them every day for months its now been a full year later and they never tell me anything other than being very rude and vague with me telling me they arent disclosed to discuss anything with me so I ask for someone who I can speak to and then they begin transferring me to the next person who then transfers me again until finally one of them directs me to a voicemail and to leave a message. I have left probably close to 100 voicemails with their investigation team which they always direct me to. Not once have I ever received a phone call back. I have told the and left voicemails that I am late on my Bills and rent bc they wont help me. None of them show any sort of concern or sympathy. They are all like robots who read a script and show no ability to be able to solve problems or at the very least show some sort of empathy. They never try to help instead they just forward me to the next. I dont even get treated like a human being. They will never answer my question what I did wrong they say the only one who can speak about it is the investigator which they refuse to put me in direct contact with. I have gone down to one of there physical locations that they refer to as a cafe with the individuals who have sent me money so they can verify that these transactions are valid and still they will not release my funds. They never notified me of any closure of any account. Not by mail or by any means. One of their representatives actually told me they froze my account because I logged in with a VPN a virtual private network which is a program I choose too annually pay for which is 100 % legal and for my own personal protection when surfing the web as it is used to prevent hackers and viruses. Ive been very patient to allow them to do their investigation but the last time I called the representative told me they will not be releasing any funds for no reason other than the fact that I have not brought every single person in to one of their branches. I literally had 7 or 8 individuals take time out of there busy lives to go down to there bank to acknowledge that they did send me that money and still nothing changed, and they will still not release my funds. they had closed my account before a majority of those transactions were even sent. Why did they allow transactions TO GO THROUGH A CLOSED ACCOUNT All the transactions on my account are valid. FROM THE MOMENT I RECEIVED ANY SORt OF MONEY TO THE ACCOUNT ALL THE WAY UNTIL NOW XXXX MORE THAN A YEAR LATER NOT ONE SINGLE TRANSACTION HAS BEEN DISPUTED THERE FOR SHOULD AUTOMATICALLY LET THEM KNOW THE FUNDS ARE INFACT VALID Not one single person has disputed that they have not sent me money. Every time I call, they are extremely rude because they can not provide me any answers of why this happening because I have done nothing wrong instead they send me thru the same loop hole instead of actually doing their job and helping out a worried customer. Last time I checked people can use XXXX to send money. It has been months now if someone was going to dispute these XXXX transactions they would have done it by now. I am in contact with most of the Individuals who have sent me money so I can provide their names and phone numbers if needed I tried time and time again to prove my case and they just completely ignore all of it. I haven't done any fraudulent activities with this account, and I wish for them to release my funds immediately. This company should be shut down because they're a bunch of criminals I lost my house, and my car has been repossessed because I was unable to make the payments. I have done nothing to receive this type of treatment. They won't return my calls they won't let me prove that all the transactions are in fact legitimate instead they close my account with no notice and refuse to release the funds. Now they have withdrawn all of the money that was in the account. Where did it go? I did not receive it. They are literally stealing my hard-earned money and I would like it back imediatly. I can prove a XXXX times over that all of these transaction or legitamate. Them of which will not have one single reason for all of this damage other than me using a VPN and providing a wrong address on accident ( I live between 2 houses ) .Please help me get what is rightfully mine. My family has gone through so much damage because of this bully of a bank and thats exactly what they are, a big bully that steals money FOR NO REASON!!!! They wont even give me an address to where I can send them documents. So far my patients has gotten my absolutey no where and I would like them to return all of the money they have taken that I have received from family and friends.

Company response to consumer: Closed with monetary relief